Job Information
Educational Testing Service Director, Specialized and Escalated Support Services in Princeton, New Jersey
About ETS:
For more than 75 years, we have amplified products and services based rigorous research and our belief in the power of learning. Driven by our mission to advance quality and equity in education, ETS provides learning solutions, pioneering research and trusted assessments that help guide learners around the world on their path to new possibilities.
Our portfolio of trusted measures include TOEFL®, TOEIC®, GRE® and Praxis® . Along with research, development and innovation that explores new frontiers in learning and measurement our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners can improve their lives through education.
With new senior leadership at the helm, ETS aims to continue changing the lives of all learners as we expand our organization's global footprint. Our goal is to remain at the forefront of assessment and measurement efficacy within the education and ed tech space as it continues to grow and evolve.
This senior leader is responsible for direct oversight and supervision of the Test Taker Advocacy (TTA) and Services for Students with Disabilities (SSD) areas, as well as oversight of the Code Control and Institutional Services teams currently supported by external vendors. This role will require vision for new, more effective, and efficient structures, a re-centering and collaboration on customer journey and high impact improvements as well as the ability to manage a large portfolio of KPIs, contractual expectations and the interactions across all areas of the organizational matrix. This senior leader will also be responsible for owning and delivering on the revitalized SSD function to streamline process, implement automation, measure performance, and set new SLAs and KPIs based on the new way of working. In addition, this leader will determine what work can be augmented by offshore teams, and initiate and monitor that team’s work, so we operate as cost effectively and efficiently as possible.
Responsible for daily, core operations for highly specialized service functions and customer populations specific to:
o Quality of customer experience (within operations journey)
o Metric performance indicators and targets
o Fiscal targets
o Change management
o Incident management, in a lead role for resolution and leadership communication
• Execute and support customer journey strategic initiatives; strong collaboration with the customer journey team is essential.
• Build and sustain collaborative and effective relationships across the organization and with external clients managed within the portfolio.
• Identify, manage, and mitigate operational risks within strategic sourced or local service delivery teams.
o As a new team of 20+ staff from level 5 to 11 this team will require a larger amount of leadership support within the first year of operations
• Directs the work of multiple teams to ensure that all milestones are met, contractual obligations are fulfilled, and delivery meets expectations.
• Direct actions of managers within service delivery, providing support, feedback, and corrective action when required.
Knowledge / Skills
• Previous experience with external clients managing operational functions is preferred.
• Innovative thinker, seeking ways to refine and re-define appropriate channels for service within this service portfolio.
• Strong interpersonal, verbal, written and presentation skills.
• Customer focused, striving to always improve the quality of interaction through all channels.
• Results-oriented, able to maintain intensity in outputs and outcomes.
• Demonstrated ability to successfully manage multi-function teams, driving standards and performance forward.
• 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
• Undergraduate degree (or equivalent experience) in related fields such as: Business Administration, Operations Management/Engineering or other areas combined with relevant work experience.
• 8+ years of combined experience in operations management
• Previous experience in one or more of the following: project management, business analysis, budget management, product management or client relationship management is desired
ETS believes in a Total Rewards philosophy for our employees, and they include:
Health, Vision, Dental insurance plans to choose from
Generous continuous learning support, from individual learning grants to up to 6 classes a year for tuition reimbursement as well as on-line learning access!
Generous PTO and vacation time to balance your work and life
Additional 8 hours of PTO for volunteer work
Retirement plan (401(a)) and traditional Roth (403b) with company contribution
Commuter Benefits, Pet Insurance, 1 year subscription to Calm App
ETS is mission driven and action oriented
Diversity, equity, inclusion, and belonging is at the forefront of the ETS employee's daily work. To further foster an inclusive environment ETS is home to a wide variety of Affinity groups that celebrate the diversity of our talented employees.
How about cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders? ETS offers multiple Business Resource Groups (BRG) for you!
Are you passionate about volunteering and being active in your career and community? ETS offers our Center for Advocacy & Philanthropy (CAAP) where we encourage ETS employees to become active volunteers in their communities and schools through the ETS Cares Giving Campaign. Our employees can support any 501c3 or eligible charity of their choice.
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.