Description
Manager, Partner Support

Note: This a fully remote, work from home role. Qualified candidates fro m all time zones are encouraged to apply.

Position S ummary

The Partner Support team provides knowledgeable, courteous, responsive, partner-focused services designed to support the use and understanding of NWEA's products and services. The teams consist of Tier 1 Technical Support, Tier 2 Technical Support, Sr. Technical Support and Technical Services.
These teams deliver support services for NWEA's full product line across multiple market segments. These teams are responsible for managing high risk, tightly time-bound activities to assure that all students are rostered into NWEA's products in a way that will accommodate successful testing and a reporting outcome consistent with the requirements of each partner. The teams are responsible for focus, knowledge and precise workflows resulting in the ability to rapidly manage large numbers of partner service requests in a high stress environment while providing a quality service experience for each partner. The Partner Support team works collaboratively with all members of NWEA's system of support to ensure the partner has a positive service experience. The teams develop and deliver technical training via web and onsite delivery for partners and internal staff. The teams are responsible for documenting all service transactions, creating and maintaining the support knowledge base and partner support website, representing the partner's voice in product and service decisions and supporting the RFP process. This position is responsible for managing the staff and daily operations of Tier 1 Technical Support, Tier 2 Technical Support and Sr. Technical Support teams.

Responsibilities
• Managing the staff and daily operations of the Tier 1 Technical Support, Tier 2 Technical Support and Sr. Technical Support teams
• Participate in strategic planning
• Optimize use of Partner Support resources including personnel and intellectual property
• Recruit, interview, make hiring/termination decisions and provide employee coaching
• Create and evaluate metrics to inform service quality and personnel performance
• Develop and influence requirements for processes, procedures and tools to ensure high quality, cost effective service delivery
• Identify and implement solutions for creating efficiencies in service delivery
• Create, evaluate and report on metrics to inform service quality
• Assist in the development of the Partner Support budget
• Assist in the creation and review of Partner Support content for RFPs
• Represent Partner Support's point of view in product and service decisions
• Represent Partner Support in Partner-facing meetings
• Work collaboratively with NWEA teams to provide outstanding services
• Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development
• Perform other duties as assigned to ensure the success of the team and the entire organization
• Travel up to 10%

Skills and A bilities

• Ability to lead and align work of the Partner Support teams in support of NWEA's mission and organizational goals
• Ability to develop processes and procedures, assess their effectiveness and make adjustments
• Ability to identify barriers to quality services and delivery; propose and implement solutions
• Ability to organize time effectively, determine priorities, and move work forward
• Ability to lead the work and individual development of direct reports
• Solid understanding of, and experience with, NWEA's products and services
• Solid understanding of education environment
• Exceptional partner service skills
• Ability to work from an organizational perspective
• Ability to work independently as well as a contributing team member with few ego needs
• Excellent listening skills and a commitment to communicate clearly, completely, and in a timely manner
• Demonstrated ability to work effectively with a wide range of individuals
• Exceptional skills in partnering with partners and staff and in developing and maintaining long term supportive relationships
• Ability to organize time effectively, determine priorities, and move work forward
• Ability to assess the effectiveness of processes and procedures and recommend improvements
• Ability to identify barriers to progress and propose solutions
• Ability to be effective in a growing organization that changes rapidly and often
• Willingness to accept coaching to remove barriers to effective working relationships

Competencies

• Instill trust : gain the confidence and trust of others through honesty, integrity, and authenticity
• Communicate effectively : develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer focus : build strong customer relationships and deliver customer-centric solutions
• Drive results : consistently achieve results, even under tough circumstances
• Resourcefulness : secure and deploy resources effectively and efficiently
• Manage ambiguity : operate effectively, even when things are not certain, or the way forward is not clear
• Collaborate : build partnerships and work collaboratively with others to meet shared objectives
• Plan and align : plan and prioritize work to meet commitments aligned with organizational goals
• Interpersonal savvy : relate openly and comfortably with diverse groups of people
• Being resilient : rebound from setbacks and adversity when facing difficult situations
• Situational adaptability : adapt approach and demeanor in real time to match the shifting demands of different situations

Education and E xperience

• Bachelor's degree in Business Administration or related field desired. Equivalent combinations of education and experience will be considered in lieu of a degree
• Five to seven years increasing responsibility managing projects and/or personne l

What We Can Offer Yo u

At NWEA we not only offer a competitive base salary, we offer a 15% contribution of eligible employees' base salary to a defined contribution 403(b) retirement savings plan; career development opportunities; an awesome work culture and environment; we also offer industry leading benefits and perks that are focused on supporting our employees' holistic wellbeing. To learn more about what we can offer more, click here.

NWEA strives to make diversity, equity, inclusion, and accessibility (DEIA) practices the center of our work. Our organization's mission, Partnering to Help All Kids Learn, is the foundation for our DEIA commitment as we work to reflect, value, and support the educators, students, colleagues, and communities we serve. We seek to empower and engage all stakeholders in the research, services, solutions, and products we provide, our organizational culture, and the partnerships we establish with schools, districts, states, and countries.

NWEA™ endeavors to make www.nwea.org accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please call us at (503) 624-1951 or e-mail us at [email protected] and let us know the nature of your request, your location and your contact information. This is for accommodation requests only and cannot be used to inquire about the status of applications.

NWEA™ is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please visit our website.
If you'd like more information on your EEO rights under the law, please visit the EEOC website