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VP Service Operations
Entertainment & Media Industry Company
Sausalito, CA, United States
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PRIMARY RESPONSIBILITIES
1 Provide oversight in establishing processes and protocols that ensure the smooth and effective delivery of HMH Services. Create & build operations organizational structure, monitor daily operations and identify opportunities for change. Optimize organizational structure and processes based on changes in ongoing business needs. Develop escalation process with internal and external customer needs as top priority %
2 Manage team responsible for all services logistics and scheduling efforts consistent with achieving revenue and customer satisfaction targets. Oversee merger of multiple legacy systems and processes into single best practice approach for managing scheduling of team members across Services organization. %
3 Creation and reporting of KPI measures and metrics across the Services Organization. Provide input to management around metric analysis. Ensure systems enable easy and practical reporting abilities. Assess financial and operational impact of systems, initiatives and processes. %
4 Talent Management:
• Build, manage, and develop a strong team to drive operational performance.
• Communicate key messages to employees.
• Train, delegate, coach/counsel, and evaluate direct reports.
In collaboration with Enablement group, support the implementation of best-practices for consultant delivery, and monitor services delivery quality, demand planning, consultant capacity / knowledge, and other consultant performance metrics. Create and lead culture of continuous improvement, identifying and implementing process improvements and metrics to meet customer expectations Develop methodology for contingent labor to support operations and logistics peak period
5 Cultivate relationships with counterparts in HMH Services, Sales and Global Supply Chain groups, and coach team to do the same. Build team in a way that supports an overall Services Group transition from legacy groups to a new, integrated model. Interface directly with internal customers/stakeholders, external customers and vendors as needed to support business
6 Other responsibilities as assigned
EDUCATION & EXPERIENCE
Required
• Bachelor’s degree in job-related discipline; advanced degree highly desirable
• 8+ years of successful experience in Service Operations and Logistics/Scheduling Management at progressively responsible levels.
• Broad and well-rounded manager who has extensive practical experience in consulting or services organization
Preferred Experience
• Experience in sales and/or implementation of products/programs
Knowledge and skills (general and technical)
• Proven record of building successful operations and managing a high performance enterprise.
• Excellent financial, business and industry acumen.
• Outstanding analytical skills.
• Strong leadership and collaborative skills.
• Excellent managerial skills.
• Solid communication skills – written and oral.
• Strategic thinking and planning skills a must.
• Proven ability to deliver against targets and expectations consistently.
• Outstanding conceptual skills.
• Experiencing with SalesForce or enterprise CRM system Prior experience in K-12 education not required, but a plus
ABOUT US:
Company (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
For more information, visit Company website
PLEASE NOTE:
Company is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.