Director of Strategic Operations-FACTS Ed

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

 

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

The FACTS Ed Services (FES) Director of Strategic Operations serves as the central hub for collaboration across FES divisions and associated FACTS companies. A key focus of this position is achieving Objectives and Key Results (OKRs) that align with the overarching strategic vision of FACTS and its affiliated divisions. This role reports directly to the FES Managing Director and is pivotal in fostering alignment between academic and business operations while coordinating with FACTS Sales, Accounting, and Marketing. The FES Director of Operations works closely with FES Leadership to ensure the effective implementation of day-to-day processes and protocols, driving best-in-class education services.

JOB RESPONSIBILITIES:

• Collaborates with FES and FACTS leadership to ensure all operational activities align with NBS strategic goals and objectives.

• Actively contributes to the FES strategic planning process by working with leadership to develop long-term strategies, identify priorities, and outline key initiatives to achieve organizational goals.

• Partners with FES Directors to optimize all aspects of the organization’s processes, including academic services funded by ESSA (Every Student Succeeds Act) and professional development services funded by ESSA and Head Start, with specific emphasis on New York City and Puerto Rico offices.

• Supports FES leadership in ensuring organizational functions operate efficiently and effectively as a unified entity.

• Supports the implementation and monitoring of company policies and procedures, ensuring processes are optimized and objectives are consistently met, as evidenced by key results.

• Collaborates with FES Directors to create, maintain, and enhance systems that optimize operational processes, resource allocation, and stakeholder engagement.

• Works with the Business Operations Director and NBS Accounting to ensure FES operates within its approved financial plan, making necessary adjustments to maintain financial stability.

• Monitors the FES Key Objectives and provides monthly updates for FES and FACTS OKRs in support of the NBS Accounting report and the NBS OKRs.

• Fosters a culture of operational excellence through predictive workforce management, driven by the successful achievement of OKRs.

• Promotes strong internal and external communication and collaboration across teams while empowering employees to contribute to the organization’s success.

• Oversees the production and publication of the FES annual report, incorporating data from academic and business services, along with testimonials from LEAs, schools, and FES associates, to provide a comprehensive view of accomplishments and areas for improvement.

• Serves as a liaison between academic operations, business operations, and other key FACTS divisions (e.g., FACTS sales, NBS marketing, and NBS accounting), ensuring cohesive and effective teamwork across all functions.

• Facilitates regular cross-departmental meetings to identify opportunities for collaboration, address challenges, and ensure alignment of initiatives across divisions.

• Builds and maintains professional relationships with LEAs to expand education services in both public and nonpublic schools.

• Develops and implements a structured process for gathering and addressing feedback from State Education Agencies (SEAs), LEAs, and schools, focusing on outstanding customer service, as well as sophisticated alignment with OKRs.

EDUCATION:

Advanced degree in Business Administration, Education, or a related field preferred.

EXPERIENCE:

Proven experience in operations management, preferably within education services or a related sector.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Demonstrated ability to lead cross-functional teams and manage large-scale operations.

• Strong analytical skills with the ability to forecast