Director of Cloud Operations

For over four decades, the higher education experts at Jenzabar have been helping colleges and universities across the world thrive through multiple services. The Jenzabar culture is one that fosters an entrepreneurial environment, where employees are encouraged to be creative, work hard, and have a great time while doing so. We believe in open doors, asking tough questions, respecting each other, and surpassing our clients’ expectations every step of the way. It’s an enjoyable place to be, with casual dress and a relaxed atmosphere.

Mission Statement:

We believe everyone is a masterpiece with great work to do on Earth. Jenzabar’s mission is to create pathways to empower all to know who they are, what work they are destined to do, and how they can unlock their full potential – at home, at work, and in the world!

Director of Cloud Operations

Are you an experienced cloud services leader and an evangelist for customer service?  Do you believe that exceptional services are built with the end-user in mind? Do you have a desire for continuous process improvement and quality control? Do you focus on the growth and well-being of the people that you lead? If so, we’re looking for YOU!

Jenzabar is redefining how we provide exceptional customer service. We are seeking an experienced professional to take on the role of Director of Cloud Operations, reporting to the Vice President of Services.  The selected candidate will be passionate about providing exceptional customer service, continuous quality improvement, servant leadership, and enabling efficient cloud operations for our customers.

What You’ll Do

• Lead, mentor, and grow a team of high-performing, highly skilled cloud technical resources
• Collaborate with other Jenzabar leaders to assure cohesive and collaborative support services
• Cultivate an environment that fosters relationships with our customers with the goal of improving service delivery and client satisfaction
• Champion a customer-first service culture, ensuring we exceed expectations
• Collaborate cross-functionally to align business objectives and drive best practice processes and continuously improve our services
• Oversee the delivery of services to our Cloud Services clients

What You Bring

• Proven experience leading a services team specifically within the Higher Education market
• Strong technical background
• A deep understanding and desire for exceptional customer service and how technology can enhance user experience
• A passion for providing exceptional support services
• A passion for mentoring and growing talent
• Excellent communication and collaboration skills

Why Join Us?

• Work in a culture where customer experience is everything
• Lead cutting-edge projects that make a real impact
• Enjoy a flexible and dynamic work environment
• Competitive salary, benefits, and growth opportunities

Position Summary

The Director of Cloud Operations strategically leads the Cloud Support and Systems teams and promotes a culture of customer service and quality assurance. Reporting to the Vice President of Services, the Director is responsible for fostering close working relationships between their team members and other departments and with our customers. Responsible for effectively leveraging the team’s extensive expertise to achieve business objectives.

The Director is responsible for implementing, and adherence to, best practice policies and standard operating procedures with the goal of driving service quality and effectiveness. A significant focus will be on continuous process improvement and quality control across all areas of Cloud Services.

Essential Tasks

• Promote customer service and quality assurance in every area of Cloud Services
• Participate in analyzing service tickets to ensure customer expectations are satisfied
• Establish and oversee standard operating procedures for all repeatable processes
• Understand upcoming/ongoing projects to help ensure they are defined, aggregated, and completed on time
• Support the process of escalating key issues, collaboratively perform root cause analysis, and present options for resolution
• Work collaboratively with the Se