Position Summary:

This is a hybrid role with the expectation of 2 days a week on our stunning Princeton campus!

The Manager, P&D Customer Service Delivery, Support Level 1 Escalations is responsible for resolution of escalations from all channels (vendor and internal to ETS involving communications between our internal business partners and the vendor). In this role, the manager will track cases and outcomes of escalations using data analysis targeting and reducing unnecessary escalations. This role is also responsible for establishing additional knowledge articles and handing strategies for emerging or changing customer support needs. One direct report, a Product Operations Associate is included in this role, however this may expand over the next 12 months.

Responsibilities:

Strategy Focus

• Provide input to the leadership team responsible for developing strategic plans
• Execute strategic plans to meet goals and objectives.
• Provide input into the development of budget(s) and manage expenses within program budgets.
• Maintain clear communication channels with strategic sourced and local service delivery leaders

Results Orientation

• Responsible for the performance of operational processes, implementing process improvements and year-on-year efficiency, managing key performance indicators (KPI) metrics, and tracking and actively seeking to reduce the costs
• Consistently deliver on commitments in a timely and accurate manner while meeting all SLAs
• Evaluate operational performance by gathering, analyzing and interpreting data to drive continuous improvement and achieve successful results.
• Action escalations, and when appropriate, escalate any issues that require incident management support.
• Understand inputs and outputs of the processes that impact their assigned functional area and how decisions and actions impact operations and the larger ETS organization
• Track, monitor, and manage adherence to contractual performance standards and customer service level agreements
• Identify opportunities for process enhancements that improve efficiency, reduce expense, improves quality, and mitigate risk. Implement prioritized enhancements and measure success.
• Work closely with Service Deliver Vendor Oversight, to proactively manage Tier 1 vendor on a day to day basis to ensure a good customer experience, managing to set targets and providing feedback, coaching and support where needed
• Partner with business units, OTI, IT or other areas to establish resolution paths and required job aids for unusual or emerging issues
• Identify and escalate customer impacting issues that require incident management attention

Staff Management and Collaboration

• Organize and direct departmental staff to meet goals. Responsibilities include recruiting, managing and developing staff.
  Action any case volume that exceed capacity of the product operations associate
  Direct actions of all team members, providing support, feedback and corrective action when
  required
  Build and sustain collaborative and effective relationships within Operations, across the organization and with external clients as needed
  Update job knowledge and develop new skills through corporate training, educational opportunities and outside resources (publications, professional organizations, industry trade
  shows, etc.)
  Adhere to ethical standards and comply with the laws and regulations applicable to the job function

Skills:

• Previous multi-program managerial experience preferred
• Data analysis skills critical to outputs
• Strong interpersonal, verbal, written and presentation skills
• Experience in developing job aids in multiple formats for agent consumption
• Customer focused, striving to always improve the quality of interaction through all channels
• Results-oriented, able to maintain intensity in outputs and outcomes
• Ability to perform in a fast-paced environment and adaptable to change
• Strong problem solving/decision making skills and time management skills

Education and Experience:

Bachelor’s degree or equivalent combination of education and experience

5-7 years of operational leadership and production management experience

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COVID-19 Requirements
ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.

From: Educational Testing Service