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VP Customer Experience Operations (EdTech)

Winnipeg, Canada | Intrado

  • Industry:
    Information Technologies
  • Position Type:
  • Functions:
    General Management
    Operations / Production
    Customer Experience & Support
  • Experience:
    7-10 years
Job Description:
79 people have viewed this job

For this opening we will consider candidates from the following locations: Winnipeg,MB,Canada | , Canada


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

  • Oversee the technical support group that processes all incoming requests for assistance from customers (e.g., break fix, 24/7 customer support, etc.) through a variety of channels (e.g., phone, chat, email, etc.) ensuring proper documentation, resolution of issues, and escalation of issues outside department's scope of responsibility to appropriate internal resources

  • 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 in the multi-channel Inbound and Outbound Interactive and Integrated solutions experience required

  • Strong leader in the client onboarding, contact center, and/or customer service environment 

  • Intermediate knowledge of MS Word, Excel, and PowerPoint required


Benefits & Compensation


Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identity protection and more! Apply today to join us in work worth doing!


About Us


Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.


The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.


Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.


Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories.Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


About the Team


Intrado’s Life & Safety division is responsible for some critical parts of our everyday life. Our solutions are responsible for everything that happens after a 9-1-1 call is placed – call routing, delivery, location determination and data management. Whether you call from a landline, cell phone or text 9-1-1, we make sure first responders get the right information at the right time so they can save lives.


Intrado also provides notifications to the utilities, healthcare and educational sectors. Our platform provides multi-modal communications that meet an individual’s contact preference and routes over 4 billion notifications each year. At the end of the day, Intrado believes that keeping people in our communities safe, connected and healthy is a top priority.


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