Dean of Graduate Programs jobs in West Virginia

Sr. Director, Customer Experience
Graduate School USA
Online/Remote

The Senior Director, Customer Experience is accountable for the customer lifecycle from Enrollment through class delivery and ultimately the award of the Certificate.

They provide strategic direction, leadership, and oversight for the Customer Relations Center and Operations Services and Delivery team to foster long-term relationships with customers and to grow Graduate School USA's business.

This includes assisting customers with day-to-day queries to creating long-term policies that lead to customer success and leads to positive outcomes such as new customer acquisition, up-selling and cross-selling efforts, higher customer retention, increased customer loyalty, and repeat customers. In this capacity, they work closely with the Business Development team and the OE Sales BDM.

Once the customers are enrolled, they are responsible for leading, managing, planning, communicating, and fulfilling > 2,000 GSUSA Open Enrollment, OnDemand, and Contract training classes and CLM cohorts annually. They provide strategic direction to and oversee the delivery of all virtual, in-person (on campus), and self-paced Open Enrollment and in-person (at customer's site) Contract training nationwide, serving over 20,000 students annually. Additionally, they ensure that all unique Contract customer's needs are met for the customized delivery of purchased courses.

To ensure a seamless customer experience, the Senior Director, Customer Experience must develop and nurture a productive working relationship with internal stakeholders and peers in Product, Business Development, and Marketing.

Responsibilities:

Leadership

• Provides overall business and strategic direction to enhance the Customer Experience
• Relentlessly communicates and collaborates with other departments and stakeholders across GSUSA organization to optimize and streamline operations and efficiencies and effectiveness between teams.
• Sponsors or participates in priority company-wide strategic projects, initiatives, and system roadmaps.
• Directs Team Managers and Directors to delivery desired outcomes, services levels, and results.
• Partners with appropriate Shared Services Leadership, primarily IT & FP&A, to ensure seamless support and delivery of services.
• Creates and Manages team budgets as part of the annual operating budgeting , headcount, and resources. Drives Performance Management process for team
• Creates a Great Place to Work environment on team and develops team members - up-skilling, cross-training and promotion/job expansion opportunities.

Customer Experience

1. 1. Operations, Service and Delivery
      • Ensures an optimal learning environment and experience for >20,000 virtual and in-person (onsite or at customer site) students and customers from the point of enrollment through the award of certificate. Leveraging VOC and continuously enhancing and improving the learning experience, as well as outcomes.
      • Manages and continually improves business systems, processes, and tools to reduce manual work, expedite and increase accuracy for Open Enrollment/On-site or Contract (OE/OS) class execution to meet GSUSA and team mission, goals, and desired customer experience.
      • Provides direct input for course and instructor scheduling with Products, budget preparation and monitoring, marketing campaigns, customer surveys, policy development, institutional effectiveness, and accreditation efforts.
      • Ensures instructors are adequately trained on virtual learning platforms and supported to deliver quality Virtual Instructor Lead Training and prepared to teach, building their skills to be more self-sufficient.
      • Drives a Services-Minded and Unwavering culture within the team.
   2. Customer Success
      • Enhances customer success tools, reporting and integration (phone, email, chat)
      • Streamlines operations to integration with data, tools, processes across GSUSA.
      • Continuously improves customer metrics and results.
        • Inbound calls - disposition, AHT, FCR, utilization, abandon rate, CSAT, transfer rates
        • Chat feature - repository of chat responses, chat utilization rates
        • Email management - response SLAs and optimize process.
        • Outbound calls - conversion, AHT, AVO
      • Increases customer service ratings, loyalty and average classes per customer.
   3. Registrar
      • Directs all facets of the Registrar's Office.
      • Oversees all record keeping and documentation of the organizational research and assessment activities.
      • Plans, develops, and administers record management policies intended to standardize filling, protecting, and retrieving records, reports, and other student information.
      • Streamlines operations and integration with data, tools, processes across GSUSA.
      • Continuously improves customer metrics and results.
      • Delivers customer SLAs on all services and service levels
      • Manages Customer Special Accommodation requests

Other duties as assigned

Reporting Relationships:

This position provides direct leadership, direction, and problem-solving to a team of approximately 25 people that can flex to 35 during peak, including temporary and seasonal staff. The teams supervised include Customer Relations Center, Contract Delivery, Open Enrollment Delivery and Virtual Classroom Assistants.

The Senior Director is a key member of the Operations, and Leaders teams. In addition, they are an ad-hoc member of the Business Development, Business Intelligence, Product Management and Growth, Strategy & Execution teams. They interface extensively with APEI Shared Services Business Relationship Executives, Data Analytics, IT, Finance and the PMO.

Requirements:

• Must be a team player who can also work independently with minimal supervision.
• Ability to adjust to procedural and process changes as needed.
• Ability to balance a sizeable workload and complete assignments in a timely manner.
• Excellent verbal and written communication skills and the ability to handle sensitive and confidential situations and the ability to work under pressure.
• Must possess strong PC skills, strong mathematical skills, detail oriented and intermediate experience in Excel spreadsheets for details analysis.
• Excellent relationship management skills with a service mindset and team skills across diverse audiences
• Ability to analyze situations from different perspectives and apply logical thinking to propose and implement solutions
• Experience working with stakeholders at all levels within an organization, including senior leadership and executives
• Proactively seeks out others and fosters collaborative work environment
• Ability to negotiate to an amenable outcome
• Bachelor's degree or equivalent work experience required; Master's degree preferred
• Minimum five (5) years of coordinating educational programs, training scheduling experience or related work experience in a high-volume office setting.
• Experience, tracking data and reporting
• A minimum of 10 years of experience in training, operations and/or delivery management.
• Minimum 5-7 years in customer driven or call center environment.
• At least 10 years of prior supervisory experience is required.
• A minimum of 10 years leading projects or programs, PMP certified is desired.
• Minimum 3 years sales experience.
• Experience working with the federal government and federal training officials is strongly desired.
• Experience with virtual delivery platforms (Zoom, MS Teams, Adobe Connect) and Microsoft Office Suite of tools.
• Broad familiarity with the training industry, adult learning, and instruction. The federal government training experience is beneficial.
• Must have a substantial understanding of the program and course offerings, scheduling, as well as all registration and payment policies and procedures.
• Must be able to lead a diverse array of staff skill sets in high-volume intake and delivery environments.
• Must have strong technical and program management skills - including effective use of Microsoft Office, Learning Management Systems, Student Information registration, Salesforce or other CRMs, data analysis systems and content management systems.
• Knowledge of budget planning and monitoring, along with the ability to manage financial resources, including cost control and revenue enhancement.
• Demonstrated leadership and coaching/mentoring abilities, including the effective motivation of supervisors and employees to achieve organizational and customer service goals and standards.
• Ability to develop and implement plans to continually improve service and delivery outcomes and prepare supporting documentation of internal reviews and external accrediting bodies.
• Data-driven approach, detail orientation and business acumen to lead a team responsible for reporting, analytics and providing business recommendations.
• Experience increasing customer engagement and revenue.
• Effective leadership and analytical skills, including working knowledge of staffing models, scheduling, and telecom opportunities.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Strong mentoring and relationship building skills, with ability to effectively manage group and interpersonal
• Ability to automate manual processes.
• Strong attention to detail, multi-tasking skills and prioritization techniques.
• Proficient in analyzing and synthesizing complex or diverse information, collecting and researching data, and using critical thinking skills and experience to compliment manual and automatic scheduling processes.

About Us:

Located in Washington, DC, Graduate School USA is a leading provider of professional development and training courses for the federal government, serving organizations and individuals with programs designed to support organizational missions, career and occupational development, and the personal ambitions of adult learners. GSUSA's courses and programs are delivered by instructors with real-world government experience, including customized training solutions, distance education, and leadership training.

Graduate School USA is proud to be an Equal Opportunity Employer. We are dedicated to supporting and encouraging diversity in the workplace. We commit that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Colorado, California, Washington and NYC Pay Transparency Statement

If you are a resident of Colorado, California, Washington or New York City and this role is available remotely, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to recruiting@apei.com