CCP Services Group Manager (Hybrid)

Company Description

At Lakeshore, we create innovative learning materials and world-class guest experiences for teachers, parents and children. Since 1954, we’ve grown into a global community—with a thriving e-commerce business, multiple catalogs, 60+ retail stores, a peerless national sales force, plus international offices that support our preeminent supply chain division. But today we’re working better, smarter and faster than ever—and setting our sights even higher. We’re building an infrastructure designed for scalability, embracing data-driven decision-making and using technology to improve efficiency and ensure the best tools for the best work. Most importantly, we continue to invest in a diverse team of inquisitive top talent who fuel each other’s passions and curiosity, take risks, try new things, and believe that every new day brings opportunities for growth.

Job Description

In a time of unprecedented expansion, we are seeking a CCP Services Group Manager to join our team. In this role, you will lead a results-driven team responsible for ensuring the successful delivery of contracted services to clients. The position will oversee project schedules, risks, scope and budgets while consistently exceeding service-level agreements and key performance indicators. Applicants should have proven experience in senior-level client services delivery. The ideal candidate has meticulous project management and client relationship skills, as well as the ability to identify growth opportunities within client accounts. 

A day in the office looks like this: 

• Manage the end-to-end delivery of contracted services to clients, ensuring compliance with SLAs and KPIs defined in installation agreements 
• Maintain a proactive approach to anticipate and mitigate potential delivery challenges 
• Exercise tight control over project schedules, risks, scope of work and budget 
• Ensure operational teams and subcontractors are aligned with client requirements and project objectives 
• Build and nurture strong client relationships by providing day-to-day advice and support 
• Act as a trusted advisor, understanding client needs and proactively addressing any concerns 
• Promote the organization’s capabilities to clients, showcasing successful service delivery and identifying opportunities for upselling or cross-selling 
• Establish and track performance metrics related to service delivery, providing regular reports to internal stakeholders and clients 
• Conduct performance reviews and implement continuous improvement initiatives 
• Identify, assess and manage project risks to prevent issues that may impact service delivery 
• Develop and implement risk-mitigation strategies 

Qualifications

Got the skills and experience? Here’s what we’re looking for:

• Bachelor’s degree in a relevant field; advanced degree or certifications are a plus 
• Proven experience in senior-level client services delivery roles 
• Strong project management skills 
• Excellent communication, negotiation and relationship-building skills 
• Strong attention to detail and analytical skills 
• Excellent communication skills with the ability to work collaboratively across departments 
• Proactive and self-motivated 
• Strong problem-solving skills 
• Ability to work in a fast-paced and dynamic environment 
• Team player with a commitment to achieving collective goals 

Additional Information

And here’s our end of the bargain! 

• Salary: $72,000-$90,000 with an annual bonus of up to 15%
• Paid leave for new parents to support work/life balance and family bonding
• Excellent medical/dental and vision coverage—EPO, PPO and HSA
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• On-site preschool for our employees’ children
• On-site employee gym for all levels/fitness needs
• Generous employee discount
• Casual dress…and we really mean it

At Lakeshore, we know our diversity makes us stronger, and when everyone feels included and valued, we all win. We strive to embrace our differences and create an intentionally diverse and inclusive community that is representative of the teachers, families and children we serve.

We know we couldn’t do the extraordinary things we’re doing without the people on our team. Thanks to the passion and enthusiasm of this spectacular group, Lakeshore is more than a great place to work—it’s a great experience to be part of. Day in and day out, we give everything we’ve got to create products that instill a sense of wonder and foster a true love of learning. To help maintain this high bar for success, we’re c