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Senior Vice President, NHE Operations, Analytics & Customer Success
Elsevier
St Louis, MO, United States
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As a key member of the NHE executive team, the SVP Operations is responsible for the operational execution of the NHE business strategy and the overall efficiency of the business. Through data/analytics-driven leadership, will elevate and promote performance culture across the organization. As such, role is responsible for establishing, monitoring and reporting performance metrics of all business functions. Will collaborate across the Elsevier matrix structure to ensure that inter-department service level commitments are explicit and achieved. The SVP, Operations will ensure that processes, policies, systems, communication, etc., are oriented and optimized to enable customer success.
Business Analytics
• Identify and enact strategies for alignment of data and analytics priorities to meet the goals of the strategic plan. Provides leadership on the identification and selection of products and tools to support the analytics needs of the organization
• Develop strategies for the use of business intelligence, analytics and dashboard development.
• Ensure ongoing development and implementation of analytic strategies and key performance metrics, both process and outcomes.
• Create alignment of analytic strategies across the business unit and matrix.
• Oversees the development and implementation of a training strategy as it relates to analytics, business intelligence and reporting.
• Establishes effective distribution/communication channel with the necessary audience.
Customer Success
• Define and coordinate activities and interfaces between NHE Teams and centralized functions.
• Develop strong working relationship with Elsevier Shared Service functions, enabling seamless integration and leveraging resources and expertise to deliver at the highest quality and lowest cost with harmonized cadence and workflows with NHE and process mapping that reflects high functioning teamwork.
• Responsible for ensuring areas of the business are well-informed and regularly updated on division and business unit strategy, key market-facing initiatives and goals/objectives/KPI's of the BU while ensuring data points are complete, relevant and relative to other functions throughout our matrix structure
System improvements
• Develop and implement plans for operational efficiencies through systems enhancements/ improvements to accommodate the objectives of the Education organization. These changes will drive financial, operational and strategic improvements in product delivery, customer experience and operational efficiencies.
Ensure alignment across the greater Elsevier organization and related initiatives.
• Manage large, complex projects that are longer-term in nature or that have been identified as critical and have priority to the organization (e.g., systems migration and integration).
• Priority on HESI back office order management, fulfillment and billing, CRM (Salesforce, Siebel) followed by other back office systems.
Process/practice efficiencies
• Drive cost savings with regard to both direct and indirect costs as it relates to business strategy, collaborating with Education management to identify opportunities for improved workflows, optimized business processes. Provide program leadership in terms of execution against these plans.
• Define process and practice for responses to Requests for Proposal (RFPs), coordinating input from within the Education division and with Shared Services (legal, procurement, etc.).
• Establish and monitor contracts with customers, suppliers and business partners, ensuring that service level agreements are established and fulfilled.
Operational excellence
• Ensures Core Operations are a competitive advantage
• Establish and maintain appropriate systems for measuring necessary aspects of operational management and development
• Develop standardized policies and procedures related to programs and services to maximize quality and value
• Prioritize work flow and resources, educating stakeholders on operating process and delivering consistent and efficient operational performance within agreed budget targets.
• Respond to potential workflow and customer issues as they surface and develop solutions that are satisfactory to the competing priorities (e.g., customer satisfaction and cost/revenue).
• Assist in resolution of customer issues and participate in outreach to customers to ensure follow through and delivery of commitments.
• Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
• Design and implement weekly and monthly reporting views that provide insight to NHE leadership team that enhance the customer experience and increase the likelihood of customer success and ensures well-defined, core set of metrics for the business and analytics that drive insights to evaluating the business.
Change Leadership
• Provide leadership and input in building and influencing the strategic plan for Education. Recommending strategies to respond to changing conditions and new opportunities; providing leadership and programmatic oversight to implement these strategies throughout the organization according to plan.
• Define the long-term strategy for the team focusing on continuous improvement and preparedness for change. See the entire landscape and make decisions at a macro rather than micro level.
• Keep the team’s focus on customers while demonstrating the balance of expectations and deliveries.
• Build a team that is prepared for the constant change that has become the norm. Instill expectations that change is good and to be embraced.
Functional and Technical Competencies
Strong project management skills, strong technical background, Excellent analytical skills. Extensive general operations and business acumen. Experience with business process design and solution. Understanding of logistics, ERP and CRM systems. Experience in aspects of product fulfillment, customer success, quality management, product commercialization and launch, and project management is preferred. Lean experience preferred.
Education, Knowledge, Skills and Experiences
Candidate must have BS/BA Business or equivalent experience, MBA preferred, 10+ years of experience and proven success working in a matrixed organization. Excellent leadership skills and an ability to direct and participate in cross functional teams, working with others and managing reports in different locations. Exceptional interpersonal, relationship building – internal and external, and negotiation skills, communicates effectively. Consistent, visible presence in St. Louis and Philadelphia is a must.
Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.
Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education; including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, more than 35,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.