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.
Position Summary
The Senior Director, Product Operations Mgmt. role provides strategic leadership, guidance and subject matter expertise to assigned areas of P&D that are highly complex, have significant financial impact, and/or critically important to ETS. This role acts as a main point of contact, communicating effectively with senior management, clients and across ETS to act as a strong advocate and steward for the P&D division. The senior director role calls for an innovative leader with an in-depth knowledge of diverse business functions and principles and a focus on enhancing processes that lead to a data driven Operations Division based on advanced analytics, automation and artificial intelligence.
The Senior Director, Product Operations Mgmt. is accountable for the success of an assigned domain within the Production and Delivery Division. This role works with the Executive Director to develop and execute strategies for the achievement of long-term and short-term goals. The Senior Director leads and directs activities for the assigned programs including planning, coordinating staff training, managing performance to meet service level agreements, staffing decisions, and assessing performance. In addition, this role has accountability for developing annual budgets and delivering services within the budget.
Primary Responsibilities
- Establish and implement long-term and short-term strategies for to meet departmental goals and objectives.
- Establish and implement action plans to meet goals and objectives.
- Establish budgets and manage expenses for complex programs/processes within program budgets.
- Accountable 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.
- Understand the end-to-end business processes 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 innovative process enhancements and prioritize those that improve efficiency, reduce expense, improves quality, and mitigate risk. Evaluate success of actions.
- Organize and direct departmental staff to meet goals. Responsibilities include recruiting, managing and developing staff.
- Build and sustain collaborative and effective relationships within Operations, across the organization and with external clients if applicable.
- Manage relationships and agreements with external partners and vendors.
Required Experience:
EDUCATION
- Undergraduate degree (or equivalent experience) in related fields such as: Business Administration, Operations Management/Engineering or other areas combined with relevant work experience.
- MBA preferred.
- 7+ 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.
Skills
- Ability to work with cross-functional teams.
- Demonstrated understanding of product operational needs.
- Ability to identify new ideas to improve performance and productivity.
- Ability to provide status updates of day-to-day operations.
- Deep understanding of SLAs and KPIs.
- Possess strong decision making and prioritization skills.
- Strong communication skills.
- Responds effectively when faced with uncertainty and/or lack of data by seeking the data necessary to guide decision-making.
- Ability to manage and optimize suppliers.
- Ability to lead through influence (matrix management).
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.
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