Director of Customer Operations

The Director of Customer Operations will drive excellence in print and digital order fulfillment and customer service, providing leadership to the Orders and Educational Technology Operations teams. They will also take the initiative to implement and continuously improve systems and processes to support these key functions within the company and work cross-functionally to implement solutions that support visibility and collaboration across departments in our shared efforts to build lasting relationships with customers. This position will report directly to the Vice President of Operations.

We are looking for a strong team member who is a self-motivated multitasker, follows through on tasks, and thrives in a fast-paced environment. Significant experience in an education environment is strongly preferred and we will look favorably on candidates who held purchasing, logistical, and/or IT responsibilities in an educational institution, as well as candidates who have held similar roles at companies directly serving the education sector.

Due to our team’s bilingual nature, we are looking for a person proficient in both English and Spanish.

RESPONSIBILITIES

The responsibilities below provide a general overview of the role of the Director of Customer Operations . Specific tasks and duties may be revised based on evolving company needs, individual team members’ strengths, and the company’s long-term strategy.

Customer service

• Propose and implement systems and processes related to customer service
• Own the company’s customer service inboxes and ticketing system
• Ensure excellent flow of information between inboxes, the ticketing system, the company’s CRM, and different departments
• Organize customer service by distributing customer service tickets, planning the work of various teams within the Operations Department, and coordinating with other departments
• Collaborate with team leads and heads of other departments to implement consistent and high customer service standards company-wide
• Monitor key performance metrics related to customer service speed and accuracy
• In coordination with other employees responsible for customer success, identify opportunities to proactively create customer support resources (tutorials, Q&A pages, support articles, etc.) and collaborate with team leads to implement these resources
• Serve as the direct interlocutor for the Director of Sales and the Director of Strategic Opportunities to address complex customer service inquiries collaboratively.

Order processing, fulfillment, and invoicing

• Supervise all order processing and monitor key performance metrics related to data entry accuracy, process speed, and issue resolution quality.
• Ensure that order data maintained in the company systems is accurate and implement process controls to reduce errors.
• Maintain accurate product data in the ERP and other company systems and databases in coordination with other stakeholders, especially the Director of Production and the Director of Marketing.
• Assist the VP of Operations with inventory planning by conducting bi-weekly inventory reviews and compiling forecast data.
• Supervise the educational technology operations manager’s work and indirectly lead the educational technology team’s work on digital order fulfillment and LMS and rostering integrations.
• Personally supervise fulfillment and implementation for the company’s largest and most complex customers to ensure seamless coordination between all teams and departments, strict adherence to schedules, and effective follow-up to verify the success of deliveries
• Propose system and process improvements as well as new technology implementations and work with the Project Manager and other stakeholders to coordinate these implementations.

Other

• Train new Operations team members in collaboration with the VP of Operations and appropriate team leads.
• Anticipate the company’s capacity needs and propose hiring of permanent and temporary employees and contractors.
• Collaborate closely with the Project Manager to continuously improve system integrations related to customer service and fulfillment processes and to promptly resolve any issues.
• In collaboration with team leads and the VP of Operations, conduct performance reviews of Operations and Educational Technology Employees.
• Assist the VP of Operations with miscellaneous tasks, including customer contract review, sale profitability analysis, and reporting.

KEY QUALIFICATIONS

• Bachelor’s degree or higher from an accredited institution.
• Significant experience in the education sector, including in capacities related to logistics, purchasing, Education Technology.
• Significant experience in high-volume customer-facing capacities, which may include experience working with external customers in a sales organization or supporting internal customers, such as teachers, principals, or parents at an educational institution.
• Experience using ERP systems, preferably Oracle NetSuite.
• Experience with Zoho CRM, or another CRM, preferred.
• Working proficiency in Spanish.
• Experience managing teams of five or more people.
• Ability to work extended hours during back-to-school seasons, specifically mid-July through mid-September and January.
• High flexibility and adaptability, as required to meet deadlines and coordinate with colleagues in different time zones.
• Strong time management and prioritization skills, with the ability to handle multiple tasks with different priorities and independently manage timelines and deadlines.
• Experience in delivering results with limited supervision in a fast-paced, cross-functional environment, both independently and as a team member.
• Availability for occasional travel (up to 10% of the time) to visit key partners and customers.

BENEFITS

• Health insurance
• Up to 12 weeks of parental leave, paid 50%
• 16 days PTO, which will increase to 25 days after two years with the company
• All federal holidays off
• Retirement plan with 3% employer match
• Paid lunch break in the middle of an 8-hour work day

To apply, submit your cover letter and resume to [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or protected veteran status.