Director, Scaled Customer Operations

Director, Scaled Customer Operations

Remote - United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Director, Scaled Customer Operations under the general direction of a Senior Director, Customer Success Management is responsible for the overall direction, coordination, quality and output of the hybrid CS/Renewal Specialists assigned to care for the low-touch segment of our customers in North America. This position is responsible for impacting retention and renewal target achievement through operational strategies with an expectation of coordinating cross-functional activities to ensure proactive digital engagement adds ongoing value to customers. Additionally, this position will provide leadership and support for our transformational initiatives to ensure we are providing best-in-class care for our customers at scale.

Primary responsibilities will include:  

• Continuous improvement on scaling – creating and running the digital engine and employing it to increase engagement at scale and mitigate potential losses
• Support the CSM and Renewal team with accountability for achieving renewal targets and customer response SLAs
• Driving automation and technology-centric processes and strategies, contributing to the development of customer health scoring, surveying and associated transformational initiatives
• Elevating the CSM org, through creating and executing a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive retention and expansion
• Regularly evaluating “big picture” themes and identifying opportunities for operational improvement
• Driving and managing digital engagement from Planhat
• Championing the collaborative risk assessment process to identify and drive early, repeatable, scalable, and streamlined actions to address risk and drive healthy renewals/engagement
• Mentoring, coaching, and developing employees
• Setting and monitoring quality objectives, performance standards, and priorities that are implemented and address any performance management needs
• Meeting or exceeding Anthology corporate goals and managing budget to deliver high ROI
• This role requires up to 20% travel

The Candidate: 

Required skills/qualifications: 

• Bachelor’s degree or equivalent work experience
• At least 10 years’ experience of experience in Customer Success, Account Management, Customer Support, or related disciplines for a global SaaS or software business
• At least 8 years’ experience as a people manager or strategic operations leader in a Customer Success or Support organization that includes leading globally dispersed customer-facing teams
• Experience leading change management and business optimization improvement initiatives
• Proven ability to shape and lead globally distributed, virtual teams 
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
• Proven ability to establish high impact initiatives that transform customer experiences
• Able to be successful with ambiguity and solving