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Manager, Partner Support

Employer
Northwest Evaluation Association
Location
Portland, OR, US
Salary
Competitive

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Description

Manager, Partner Support

About This Role...

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 .

Your Next Challenge...

  • Managing the staff and daily operations of the Tier 1 Technical Support, Tier 2 Technical Support and Sr. Technical Support teams
  • Par ticipate in strategic planning; a ssist in the development of the Partner Support budget
  • Optimize use of Partner Support resources including personnel and intellectual property
  • Recruit, interview, make hiring/termination decisions and provide employee coaching
  • Create , report on, 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
  • Assist in the creation and review of Partner Support content for RFPs
  • Represent Partner Support's point of view in product and service decisions and in partner-facing meetings
  • Provide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career development

Your Skills & Abilities...

  • 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 adjust as needed
  • Ability to identify barriers to quality services and delivery; propose and implement solutions
  • Ability to lead the work and individual development of direct reports
  • Ability to work independently as well as a contributing team member with few ego needs
  • Solid understanding of, and experience with, NWEA's products and services
  • Solid understanding of education environment
  • Exceptional skills in partnering with partners and staff and in developing and maintaining long term supportive relationships
  • Ability to assess the effectiveness of processes and procedures and recommend improvements
  • Willingness to accept coaching to remove barriers to effective working relationships

Your Education & Background...

  • 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 personnel

About the Partner Support Team...

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 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 .

Who We Are...

NWEA® is a research-based, not-for-profit organization that supports students and educators worldwide by creating assessment solutions that precisely measure growth and proficiency-and provide insights to help tailor instruction. For 40 years, NWEA has developed innovative pre-K-12 assessments, including our flagship interim assessment, MAP® Growth™; our progress monitoring and skills mastery tool, MAP® Skills™; and our reading fluency and comprehension assessment, MAP® Reading Fluency™. Educators trust our professional learning offerings to accelerate student learning and our research to support assessment validity and data interpretation. Our tools are trusted by educators in more than 9,500 schools, districts, and education agencies in 145 countries.

What You'll Get...

NWEA Total Rewards
At NWEA, working for a mission driven, not-for-profit also means working for a company that cares about your health and well-being. Our NWEA Total Rewards package includes competitive compensation along with the following benefits :

Health and Wellness Benefits
Medical, dental, vision, and prescription insurance premiums are paid at 100% for eligible employees. NWEA also pays 25% of the dependent premium cost. Wellness incentives (reduced medical premiums) are available for those who participate in our annual incentive program.

To make sure you have a variety of wellness options, our onsite employees have access to:
  • Acupuncture
  • Subsidized massage services
  • Fitness center
  • Lan Su Chinese Garden Annual Pass
  • Benefit fairs
  • Lunch & Learns

Paid Time Off (PTO)
Regular full-time employees are eligible to accrue 4 weeks paid time off during the first year of employment, 5 weeks after the first year, and 6 weeks after the second year and all years thereafter. Additionally, employees receive 9 paid holidays per year.

Benefit - Pay
Eligible employees receive an additional $400 ($200 for part-time employees) per month (reported and taxed as salary), which is used to offset premium costs or items not currently covered.

Group and Supplemental Retirement Plans
NWEA contributes 15% of eligible employee's base salary to a defined-contribution 403(b) retirement saving plans. Additionally, eligible employees are auto-enrolled at 3% with the option to opt-out or change the election amount up to the federal maximum per year to a 403(b) retirement saving plans.

Section 125 Flexible Spending (FSA) and Health Savings (HSA) Accounts
Eligible employees may set aside money on a pre-tax basis to pay for out-of-pocket medical expenses or dependent/elder care-as well as parking/transit expenses.

Life insurance and AD&D insurance
Employees receive policies equal to 1 times annual salary for life and AD&D insurance. These premiums are 100% employer-paid.

Career Development & Education Program
NWEA will reimburse up to $1,500 per fiscal year for full-time employees and up to $750 for part-time employees. College coursework, certifications, and tests from appropriate institutions or organizations qualify under this program.

Perks
  • Benefits for staff members also include localized perks, such as:
  • Free onsite parking
  • Mass transit passes
  • Various retailer discounts

It's not just a job, but a career, with an opportunity to do the best work of your life and to make a difference in the lives of kids.

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