Senior Vice President, Services and Operations - remote

Illuminate Education - Remote - Full time

Position Overview

This position is a member of the Senior Leadership Team, with a primary focus on customer delight in delivery of both Support (phone, chat, etc.) and Data Services (data onboarding, rostering, school year rollover, client migration, etc.). In addition, the SVP is responsible for Operations oversight in Illuminate’s Program Management Office (PMO), sales operations, services operations, product operations, engineering operations, and Go-To-Market (GTM) operations. This requires partnering across all cross-functional teams to drive operational efficiency and effectiveness, focus, and consistency. In all activities, the SVP will be responsible for leading these teams to ensure they are aligned to support and deliver a best-in-class customer experience. As part of all Illuminate’s operational programs, the SVP will also be the executive leader in third party offshore partnerships. The SVP will organize, frame and deliver metrics in dashboards and other tools so appropriate stakeholders can leverage them daily to drive business decisions.

Key Responsibilities

  • Achieve a high level of expertise and understanding of our products and the needs of our customers.
  • Work to identify strategies for automating and streamlining processes and functions.
  • Ensure that Illuminate continues to create scalable solutions for and with our clients.
  • Develop productive, collaborative working relationships with leaders across the organization.
  • Conduct department forecasts, budgets, projections and performance evaluations.
  • Become a leading advocate for our customers.
  • Provide strong leadership in talent recruitment, development, mentoring, and retention to ensure high performance and productivity.

Customer Support:

  • Drive a customer-centric culture that provides high quality support and services through the end-to-end client journey.
  • Provide strategic direction by constantly monitoring customer satisfaction, recommending new projects, operational standards and customer service procedures.
  • Improve the customer and employee experience by understanding needs and identifying and implementing cutting edge solutions to solve for gaps and needs.
  • Understand customer behaviors and preferences, market and/or industry trends, brand awareness and position, consumption and relevance by audience, operations and platform impact and efficacy.
  • Direct and oversee all aspects of customer support policies, objectives, and initiatives.
  • Develop service level standards focused on reducing response times and providing a high customer satisfaction.
  • Constantly find ways to automate, standardize, and provide effective self-help to efficiently and effectively support our customers at scale.

Data Services:

  • Oversee the Data Services team to deliver a positive data migration and onboarding experience for our clients.
  • Develop and define data strategy, implementation, and tactics.
  • Work “out in front” of the technical data team to scope and prioritize work to align necessary resources and execution plans.
  • Establish key metrics, SLAs and KPIs to cost efficiently meet customer needs for Customer Support & Data Services.
  • Ensure the team is customer focused and will ensure the internal team has the tools they need to provide scaled, efficient support.

Operations:

  • Provide leadership, and ensure alignment of the Operations Team including Illuminate’s PMO, sales operations, services operations, product operations, engineering operations, and GTM.
  • Develop, document and implement standardized processes and procedures across the company.
  • Build centers of excellence within the business, assist in establishing departmental objectives and priorities and setting and measuring KPIs and metrics.
  • Ensure KPIs are socialized and understood throughout Illuminate.
  • Create and lead strategies to reduce customer churn.
  • Enable data-driven decision making that elevates overall renewal rates and customer satisfaction.
  • Drive understanding and actions from teams against goals.
  • Drive customer success outcomes with the focus of continuous improvement of the customer experience from enabling and supporting our solutions.

Outsourced Resources - Bristlecone:

  • Execution and ongoing maintenance of our third party offshore partnerships, particularly Bristlecone.
  • Increase margins, scalability, and operational efficiencies by leveraging offshore partnerships and/or automation with a particular focus on our support and data services teams.
  • Establish goals with the executive team and then drive to results.
  • Make recommendations for offshoring.

Required Experience & Qualifications

  • Bachelor's degree in a related field, Master
  • Business experience in support or services of K-12 school districts.
  • Education technology industry experience, specifically as it relates to rostering in K-12.
  • Minimum (10) years of relevant experience in data-driven SaaS organizations
  • 8+years of experience in support, operations, and data management and/or implementation services.
  • Change agent self-starter who has proven ability to build rapport and works with people at all levels, both inside and outside of a scaled SaaS company
  • Superior analytical skills with an ability to identify relevant data, evaluate opportunities for improvement, and present findings in a clear and actionable manner, especially for business planning.
  • Ability to tackle very loosely defined problems, creating clarity, building trust, and guiding stakeholders through process.
  • Strong leadership and communication skills

Preferred Qualifications/Experience

  • Demonstrable success leading Support and Services teams in a SaaS environment; delivering against a set of KPIs
  • Experience overseeing a 24/7 global outsourced or remote workforce and management of off-shore third parties.
  • Ability to manage client relationships with a customer-first mentality, especially through sensitive issues, and to solve problems effectively.
  • Strong technical background in data solutions, data architecture, and how data is sent and stored through a variety of mediums.
  • Operational acumen in PMI methodologies and KPI/metrics
  • Proficiency in Zendesk and other ticketing systems
  • Familiarity with the Atlassian suite of tools
  • Proven experience in leading and growing teams in high-growth organizations.
  • Ability to maintain organization and professionalism in a fast-paced, rapidly changing environment. 

Apply for this job

Apply for this job

Role

C Level Executive Leadership

Experience Level

Senior Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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