Description

Senior Manager of Partner Services Operations

Who You Are...

As the Sr . Manager of Partner Services Operations, you will report to the Director of Implementation and are responsible for managing the business operations of the Partner Services team. Your responsibilities in this position include coordinating workflow, monitor ing capacity, participating in or lead ing cross- departmental meetings, managing budget processes, and removing barriers to success for members of the Partner Services team on sustaining work, projects, and initiatives. You will work c losely with other members of the Partner Services leadership team, and other decision-makers across the organization, in the creation, development, and e xecution of partner services strategies and tactical plans that progress the mission of NWEA. Your role will work collaboratively with all members of Partner Services team to establish, track, and monitor achievement of team and organizational goals.

Your Next Challenge...

• Manage budget processes for the Partner Services Operations team; p erform financial analysis in collaboration with other members of the Partner Services leadership team to ensure fiscal responsibility and stewardship; identify cost saving opportunities
• Fo r Partner Services projects and sustaining work, ensure timely communication of updates, monitor and manage work flow and communicate potential a nd actual problems on a regular basis ; recommend and institute operational c h anges to increase efficiencies, improve quality , and/or decrease costs
• Collaborate with Partner Services leadership to identify operational needs in each team and provide appropriate resources to support the needs; manage resource assignments and balance priorities to assure departmental goals are met
• Collaborate with Partner Services leadership to develop and maintain an effective and consistent learning program for all new employees; assure all teams have access to consistent training on topics that are common to all Partner Services teams
• Support Partner Services Operations team members in setting , monitoring, and achieving individual goals ; provide leadership and mentoring of staff, while staying abreast of the details of all Partner Services projects and initiatives
• Manage the recruitment, hiring, and coaching of all direct reports ; assist in e valuat ing the annual performance of each Partner Services Operations team member based on project and sustaining work, and goal attainment
• Collaborate with Partner Services leadership to develop and routinely report key performance indicators for each Partner Services team ; provide expertise in helping leaders to identify metrics that are meaningful and reliable
• Monitor quality assurance practices and methodologies to identify areas of continuous improvement in the design and delivery processes
• Provide effective communication regarding issues, objectives, initiatives and performance to meet and exceed requirements and objectives ; conduct regular team briefings to share information about projects, products, problems, and changes to assigned projects and sustaining work
• Oversee the event planning and logistical arrangements for Partner Services meetings and events, b oth partner-facing and internal
• C ollaborate with other Partner Services leadership team members to d raft RFP responses and resource estimates
• Oversee the implementation and utilization of operati onal technology platforms and enterprise support systems
• Maintain awareness of industry standards, trends and best practices in Partner Services
• Up to 50% travel as required to support the business dynamics of the function

Your Traits for Success...

• Excellent listening skills and ability to communicate (both written and verbal) clearly, professionally, and completely in a timely manner
• Demonstrated sound business judgment and knowledge of financial issues impacting profitability; demonstrat ed understanding and application of strong business acumen resulting in accountability for outcomes
• Ability to pay close attention to detail and quality; exhibits high standards in qua lity assurance with the ability to apply methodologies to Partner Services products and services
• Demonstrated ability to lead and operate in a complex environment that requires adaptability, decisiveness and ability to effectively work with and across all levels of the organization
• Demonstrated skill in supervising individual contributors and leading work teams ; ability to create an environment that promotes individual creativity and fosters professional growth and development

• Exceptional skills in collaborating with partners and staff and in developing and maintaining long term supportive relationships
• A bility to assess the effectiveness of processes and procedures, and recommend improvements
• Working knowledge of Microsoft Office applications including Word, PowerPoint, Excel, Outlook, MS Pro ject, Adobe products and others software applications as required

Your Education and E xperience ...

• Masters degree or an equivalent combination of education and experience will be considered in lieu of a degree
• Minimum of 10 years ' e xperi ence leading cross-functional teams to drive improved performance outcomes is preferred
• Minimum of 8 years experience working in Professional Development , Technology or Customer Service field is preferred