Director of Channel Operations

Job Overview

Lead a team of District Managers supporting test centers throughout the Americas, ensuring execution against contractual obligations, internal KPIs, and external SLAs. Focus on operational excellence in technology-enabled testing and assessment solutions, with mandatory travel approximately 25% including quarterly storefront visits and additional events, totaling about 50 days per year.

Responsibilities

• Execute against internal KPIs for test centers, including successful product delivery and customer satisfaction with staff.
• Execute against external KPIs for test centers, such as on-time starts.
• Ensure staff are equipped with necessary skills, knowledge, and information to perform roles to a high-quality standard.
• Manage contracts for strategic partners.
• Ensure all customers are tested according to Standard Operating Procedures (SOPs).
• Lead strategic initiatives or other duties as assigned by management.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years management experience in customer service (e.g., hospitality, retail).
• Ability to manage and develop talent, motivating and inspiring others.
• Proactive approach with everything in the interest of the customer.
• Ability to effectively communicate with team members and cross-functionally.
• Business acumen and ability to understand and develop operational metrics.
• Experience with MS Office, Outlook, Teams, Explorer web browsing; Copilot a plus.
• Demonstrated ability to foster talent (e.g., promotions of directs, making yourself redundant).