Vp Customer Experience Operations

Intrado’s SchoolMessenger solutions are the trusted platform for school community engagement. From notifications and websites to custom mobile apps, social media, and more, the SchoolMessenger solutions family of products helps educational leaders communicate in multiple languages and on any device. Whether it is about improving parent engagement, enhancing school safety, increasing student performance, or simplifying communications, Intrado helps some of the largest and most demanding districts across North America achieve their goals.

Parent and community engagement is key to keeping our students safe every day, whether critical notification or a routine alert.

With Intrado SchoolMessenger, you can combine emergency alerts, parent communications, school notifications, mobile apps, and web content management all under one, easy-to-use platform. Designed to work together from the start, our school communication systems save time and provide more immediate, thorough engagement with your community.

Intrado is looking to hire a **VP Customer Experience Operations** to lead our Life & Safety Education client operations teams.

**Essential Duties**:

- Develop and implement short and long-term strategic plans for area of responsibility in order to proactively enhance assigned business unit's ability to meet current and future customer expectations
- Continually review processes and procedures to determine what is working within area of responsibility and provide strategic guidance on how to incorporate successful processes and procedures
- Recommend to Executive Management procedural and technological advances, if necessary, to facilitate efficiency and accuracy in providing support to customers and internal department
- Build and lead an effective management team capable of supporting sustained rapid growth and carry out established strategies, business goals, and objectives
- Oversee activities associated with meeting expectations of customers ensuring the high-quality service is provided
- Partner with peers and Executive Management team to implement strategy business initiative
- Oversee a variety of operational teams and activities involved in providing onboarding, training, customer service, technical support, workforce optimization, staff training, quality, process, project management, operational reporting, while maintaining the highest level of customer satisfaction and ensuring adherence to department and corporate policies and procedures
- Partner with other departments to resolve customer service, technical support, and billing issues as necessary
- Ensure quality in-person and/or virtual training programs are designed and conducted which includes creation and editing of training curriculum and materials, up-to-date knowledge of products and services, and evaluation of training effectiveness
- Partner with Product Management on business segments initiatives in order to develop training plans, strategies and procedures which meet internal and customer needs
- Continually evaluate the effectiveness of on-boarding of new customers adjusting as necessary to onboarding workflow
- Oversee quality of on-boarding services to include initial customer contact, order confirmation, explanation of installation and training processes, gathering of customer requirements, and detailed documentation during each step of the onboarding process
- Continually keep up to date on assigned business segment products and services, ensuring staff are kept up to date on new features and capabilities in order to provide quality customer support
- Oversee the monitoring of staffing levels, trends, and turnover, preparing recommendations for Executive Management, HR, and Talent Acquisition of methodologies to attract and retain quality staff
- Regularly review staffing levels ensuring they are sufficient for meeting customer expectations with areas of responsibility and are within budget constraints
- Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skills necessary to lead staff and handle unique management challenges
- Participate in client meetings, executive business reviews, and on-site visits including creating business review collateral

**Education**:

- Bachelor's degree from an accredited college or university with major course work in business administration, management information systems, computer science, or a related field is required
- Equivalent work experience in a similar position may be substituted for educational requirements.

**Experience**:

- 9+ years of experience in business management, client operations, or a related field required preferably in a multi-location company
- 5+ years of experience in product support or database administration/integration preferred, with experience coming from a company using Software-as-a-Service (SaaS) preferred
- 3+ years’ experience leading and managing teams required
- 3+ years’ experience i