Regional Vice President Salary in Salt Lake City, UT

Vice President Clinical Service - Utilization Management & AppealsOregon, Washington, Idaho, UtahPrimary Job PurposeThe Vice President Clinical Services is a member of the Health Services Organization (HSO) leadership team focused on enabling members to achieve their best health by simplifying their care journey, improving quality, supporting providers in their delivery of care, and managing total cost. The VP of Clinical Services is accountable for clinical functions which may include care management, transition of care services, medical policy development and implementation, utilization management, facility stay reviews and appeals. This role helps shape and drive strategy and execution in support of integrated business solutions aligned to the needs of each health plan line of business (e.g. Medicare, individual, ASO, etc.). The position oversees internal programs and external vendors and plays a key role in medical cost stewardship and ensuring clinical quality of services to members.General Functions and OutcomesProvides leadership in developing, implementing, and communicating short and long-range plans, goals and objectives for the function.Aligns team goals with the organization's vision and strategy.Develops strategies and tactics to effectively manage healthcare costs and improve clinical quality across all product lines.Partners with leaders and stakeholders across the enterprise to prioritize activity and solutions in support of medical management strategies and operational plans.Develops, recommends, and implements clinical and operational policies and procedures.Develops and manages performance against business, financial, utilization, and operational metrics to ensure results are achieved across clinical services functions and various Lines of Business.Analyzes and uses information and data to guide the development and implementation of new or enhanced health care interventions that improve value to the member and payers.Ensures programs meet federal and state regulations, accreditation standards, quality metrics, client requirements and evolving models of care (e.g. accountable care organizations, patient centered homes).Determines appropriate staffing levels and resource needs, creates and manages department and/or project budgets, allocates resources and approves expenditures.Fosters an effective work environment and ensures employees receive appropriate communication, recognition, and professional development.Participates in organizational talent management and succession planning. Minimum RequirementsExpertise related to health insurance industry trends, evolving accountable care and payment models, case and utilization management programs and how to best partner with providers to achieve desired outcomes.Strong communication and facilitation skills with all levels of the organization, including the ability to resolve issues and build consensus among groups of diverse internal/external stakeholders.Strong leadership, negotiation and relationship building skills.Deep business acumen including understanding of market dynamics, financial/budget management, data analysis and decision making.Demonstrated competency related to creating and executing business strategies and driving results within a large, complex organization and/or with external partners.Proven ability to implement and execute successful business transformation and lead through change.Proven ability to develop a high performing team and manage and develop leaders.The Vice President Clinical Services would have a bachelor's degree in business management, health administration or a related field, 10 years of management/leadership experience and five years of experience as a director for a health plan with responsibility for medical cost and quality management, with experience in delivering health care insurance programs or an equivalent combination of education and experienceFTEs Supervised4-6 direct reports and oversees a staff > 200.Work EnvironmentDuties are performed primarily in an office environment. Travel to other TRG affiliate plans and to regional offices may be required.The expected hiring range for a Vice President Clinical Service - Utilization Management & Appeals is $283,100-382,950 depending on skills, experience, education, and training; relevant licensure / certifications; performance history; and work location. The bonus target for this position is 30% . The current full salary range for this role is $266,000-433,000. Base pay is just part of the compensation package at Cambia that is supplemented with an exceptional 401(k) match, bonus opportunity and other benefits. In keeping with our Cause and vision, we offer comprehensive well-being programs and benefits, which we periodically update to stay current. Some highlights:medical, dental, and vision coverage for employees and their eligible family membersannual employer contribution to a health savings account ($1,200 or $2,500 depending on medical coverage, prorated based on hire date)paid time off varying by role and tenure in addition to 10 company holidaysup to a 6% company match on employee 401k contributions, with a potential discretionary contribution based on company performance (no vesting period)up to 12 weeks of paid parental time off (eligible day one of employment if within first 12 months following birth or adoption)one-time furniture and equipment allowance for employees working from homeup to $225 in Amazon gift cards for participating in various well-being activities. for a complete list see our External Total Rewards page.We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A background check is required.If you need accommodation for any part of the application process because of a medical condition or disability, please email [email protected]. Information about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy. As a health care company, we are committed to the health of our communities and employees during the COVID-19 pandemic. Please review the policy on our Careers site.

Our client is one of the leading publicly traded companies in the fields of health and nutrition and they are dedicated to the development and manufacture of supplements and other products that provide optimal nutrition at the cellular level - all of which are marketed today in 25 international markets.SCOPE AND RESPONSIBILITY:? Provide scientific expertise, strategic thinking, and leadership skills to oversee the development of new products, technologies, and solutions. They will have the ability to speak in front of large audiences in an engaging, inspiring explanation of our science. They will maintain the Company's competitive position and profitability by formulating research and development programs, policies, and procedures? Lead the company's Product Development team, setting objectives, coordinating activities, and ensuring that new products and product upgrades are in line with Company strategies and developed, tested, and launched on time and within budget? Work with the company's scientific advisors and R&D staff to evaluate and select new product opportunities, new technologies and active ingredients for the company's supplement, functional foods, and skin care lines? Work with the company's Marketing team to ensure that new products will satisfy company sales and marketing objectives, and to ensure that technical descriptions and explanations of products as delivered in the company's marketing materials are complete, accurate, and compelling? Oversee safety evaluations for new ingredients and product formulas. Develop technical plans for product development projects, and oversee implementation of those plans (in conjunction with the company's Project Management Team)? Work with the company's R&D and Operations teams to ensure that new products move from prototype to commercial stages smoothly? Work with the company's Regulatory team to ensure that new products meet the regulations of the company's target markets? Work with the company's Quality Assurance and Quality Control teams to ensure that new products meet appropriate quality guidelines in the company's target markets? Oversee the company's clinical testing program and assist in the management of that program? Oversee the company's Science Information Services group that supplies and reviews technical information concerning the company's products that are delivered on labels, websites, and brochures? Assist with the launch of new products and with communication of the company's technical messages on nutrition and health via public speaking at company meetings and conventions? Review and develop a comprehensive plan to hire, train and develop staff? Strong written and oral communication skills, including good public speaking skillsBACKGROUND REQUIREDThe successful candidate must have 10+ years of experience collaborating between R&D, Operations and Sales/Marketing as well as at least 5 years of experience managing product development teams and focusing on best in class execution.? Professional, credible and comfortable confidence in dealing with both senior company executives and/or technical staff? Access to a broad network; ability to comfortably and effectively move around a broad network? People management skills with a proven track record of effective team management ? Able to travel up to 20 percent both domestically and internationally without restrictions? Expert ability in establishing, developing and maintaining strong internal and external relationships? Proven successful R&D team building and management experience and management of large global teams in excess of 100 people? Thorough understanding of a wide range of technology and its influence on product formulation and end product commercial success? Strong ability to utilize and leverage data analytics and various quantitative measures? Strong leadership experience with the ability to lead change and take others with you? Ability to facilitate discussions to resolve conflicting processes, content, and opinionsPERSONAL ATTRIBUTESThe successful candidate must be a respected and experienced research and development professional. Further, this individual also must have the following personal and professional attributes, which are consistent with the Company's stated goals and values:? A strategic mindset, but willing to handle all research and development matters which are necessary and valuable in this environment? A collaborative, flexible and common-sense work style that is proactive in communications and effective in building relationships at all levels within the company? Solid analytical skills and demonstrated ability to solve problems quickly and creatively? Excellent written and oral communication skills including the ability to influence at all levels in the organization? A high level of maturity to manage multiple ongoing issues and complex employee related matters with little supervision and with excellent follow up? Sophistication in training and developing employees and creating succession plans? Bring a passion and enthusiasm to the workplace with the ability to stay focused on results despite changing conditions? Possess a strong work ethic and results orientation? Thrive on change and continuous improvement? Unquestionable integrity, ethical and moral characterEDUCATION REQUIREDThis position requires a Ph.D. in nutrition, biology, biochemistry, or a related field.COMPENSATIONAn attractive compensation and benefits package will be provided including an annual base salary, an annual target bonus opportunity and equity.

Executive Director, Sales Enablement & Operations, State & District PartnershipsCollege Board - State & District PartnershipsLocation: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office)Type: This is a full-time roleAbout the TeamState and District Partnerships (SDP) is laser focused on growing and maintaining College Board's core businesses as market dynamics change. SDP colleagues serve as the primary liaisons to states and districts which use College Board programs and services. Within SDP, the Business Planning & Operations (BP&O) team is focused on the development and implementation of efficient overall business processes within the division and with cross-organizational teams to achieve clean delivery of our programs. We use data, observation, experience, and creativity to guide decision making and process development. We serve as a resource for the planning and operations of the division; encompassing the units focused on large, state and district partnerships, International, and Unified State Strategies. Our team works to provide opportunities to students through promoting the use of College Board programs and services including the SAT Suite of Assessments, Advanced Placement, and BigFuture.About the OpportunityAs the Executive Director, Sales Enablement & Operations, you will report into the Vice President & Operating Officer, SDP. You will provide overall leadership and management for the Sales Enablement & Operations team and provide service supports and deliverables for the division. You are directly responsible for setting and executing the strategic direction of the sales operational components necessary to ensure success of SDP as a division. You will work closely with the Regional Vice Presidents (RVPs) to understand their teams' needs, lead the management of sales operations in support of the regions' strategic sales and service activities. Through your work, you will manage a team that provides sales enablement for regional account management teams, ensures successful infrastructure is developed and maintained for sales operations, and leads the organization's proposal development, response, and revenue contract processing operations.In this role, you will:Own Strategic Sales Enablement (40%)Set the overall vision and strategy to align the sales enablement systems and infrastructure to support the overarching sales strategyCreate and operate systems to enable the team to execute against a sales enablement program with a focus on increasing volumes and delivering an excellent experience for our customersOversee the development, execution, and maintenance of sales pipeline infrastructure in Salesforce, in collaboration with Technology, and related resources, trainings and synergy with Unified State Strategy (USS) and regional teamsIn collaboration with Office of the SVP (OSVP), lead and manage the development of accurate data to facilitate goal setting at the division level by clarifying metrics and ensuring goals can be accurately cascaded and measured throughout the division.Work in close collaboration with RVPs to implement sales enablement strategies. Work with regional leadership to identify customer segments and develop systems to track progress towards regional goals for various customer segmentsIdentify how public policy, communications, marketing, partnerships support our strategy and value propositionWork with regional sales leadership to develop, execute, and update/optimize overall sales enablement strategy for two to four years in the future, collaborating with SDP leadership, anticipating account management needs, and aligned to divisional and organizational priorities.Lead and design sales incentive plans, as appropriate, in collaboration with OSVP, Talent, and Finance.Create the tools and structures to monitor and support the work aggressively in service of the account managersBring new ideas and recommendations on ways to enhance our sales/service work, grounded in sales best practices, research and field intelligenceStrengthen Service delivery models by executing on efforts in consultation with account management teams to create a consistent service delivery model for standard service offerings connected to SDP playbookLead Salesforce enhancement strategy that will track and report outcomes from sales and service activities, which captures field intel, progress to goal, short-/long-term opportunities, growth/loss of business, etc.Oversee trainings on sales enablement and related processes, ensuring they are engaging, relevant, and immediately useful to account management teams to drive sales and/or service outcomesMaintain and execute a philosophy of constant improvement to simplify, eliminate, automate, or build processes that meet the demands of today's needs as well as those of one to three years in the future, working across departments and divisions with key stakeholders to plan and execute changesBuild a trusted relationship with the sales team to deliver to account management teams data that help focus their time and efforts in determining states/districts/regions with growth opportunities for our programs and servicesLead data reporting and analysis for the division, creating and delivering high quality, consistently accurate, and useful standard reports and dashboards that show progress to goals and accelerate understanding of territories with opportunities for growth. Provide ad-hoc reporting as needed.Provide Leadership and Management (40%)Lead sales enablement and operations strategy development and execution for a cross-divisional and multi-functional team to ensure alignment with organizational, divisional and regional goals related to sales and service (including with RVPs)Support on streamlined USS process to drive the effective scaling of solutions across statesProvide coaching and support to ensure the team meets its goals, remains engaged, and contributes meaningfully to our missionOversee the development of and progress towards team goals and metrics, reporting through dashboards that focus and drive actionCoach each team member to grow and develop their skills and competencies, building upon their superpowers to accomplish outstanding resultsMeet regularly with SDP and cross-organizational executives to ensure alignment in strategy with regional goals and organizational priorities, forging the scope of sales, service and implementation domestically and internationallyPartner closely with executive leaders of other teams within and outside of SDP to ensure alignment and strong collaboration/integration of sales team practices and needs (e.g. Office of the SVP, Unified State Strategy, Strategy, Programs, Legal, Technology, Operations, Marketing)Represent SDP as the Sales Operations leader, with expertise in the integration of technology platforms (e.g. Salesforce, internal BI tools, data feeds, marketing leads, etc.) in a complex organization. This will drive goal tracking, metric development, and account strategy. Serve as the subject matter expert on all things sales-related and advocate across various divisions for what SDP needs to meet and exceed sales targets in short and long term.Manage Sales Operations (20%)Ensure on-time, consistent, and highly accurate processing of all revenue contracts, data privacy agreements, district/state technology agreements, and other client forms related to the purchase of our programs and services in collaboration with programs, operations, technology, finance, legal, and other internal partnersLead the annual update of sales processes, terms and conditions language/riders, Salesforce integration, in collaboration with program, legal, technology, and other internal partners.Communicate to and train the SDP account management team on updates for each program's sales cycle so that they can effectively engage in strategic selling with our state and district clientsLead the organization's process and efforts to respond to requests for proposals and requests for information from state, district, and higher education clients, ensuring the organization and your team submits the best possible proposal to win the business by collaborating with key leaders across divisionsFacilitate internal conversations when needed to help leadership and different divisions arrive at an agreed upon approach that meets both client and organizational needsAbout YouYou have:Ten to twelve years of directly related, progressively responsible work experience at the senior levelExperience leading high-performing teams with demonstrated success in management of a cross functional teamExperience setting the vision and strategy for infrastructure that drives sales and service strategies, plans, incentives, and procedures along with experience seeing that strategy through execution by designing and implementing the infrastructureDemonstrated resourcefulness in setting priorities and guiding investment in people and systemsExceptional ability to engage and influence C-level executives and team members effectivelyStrong written and verbal communication skills, including excellent oral presentation/public speaking skillsThe ability to proactively communicate about, take on and own challenges (i.e., you are not afraid to take risks)The ability to be flexible, navigate ambiguous spaces and work on multiple, fast-moving projects while also driving toward clarity and solutionsWorking knowledge of data analysis, performance/operational metrics, sales incentive programsDemonstrable competency in strategic planning and business developmentExpertise in planning and budgetingAptitude in decision-making and problem-solvingIn-depth knowledge and understanding of primary, secondary, and higher education environments, and of educational systems (e.g., schools, colleges, departments of education, agencies) preferred, but not requiredThe ability to travel one to two times a monthAuthorized to work in the United StatesAbout Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week processAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $144,000 to $215,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to:A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and moreRecognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.About Our CultureOur community matters, and we strive to practice and improve our culture daily. Here are some headlines:We are motivated to positively impact the educational and career trajectories of millions of students a year.We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard.We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network).We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals.We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations.We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time.#LI-LinkedIn#LI-Remote#LI-MR1

Operations Excellence Segment Team Leader- Constructional Materials West Location Address: Salt Lake City, UT Compensation : Market Pay Value Dependent on Experience Ready for a fast-paced job where you can provide the literal groundwork that connects communities together? Join Summit Materials - a construction materials company leading the industry - where we build the foundation for a better tomorrow. Summit Materials consists of more than a dozen local companies that supply aggregates, cement, ready-mix concrete, asphalt paving, and construction services in the United States and western Canada. At Summit Materials, we support our teammates who lay the groundwork for our communities and live by our core values: Safety, Integrity, Sustainability, and Inclusivity. We're passionate about our teammates, our work, and our communities. Each of Summit's companies celebrates their individual legacies, but together - we are Summit Materials. Benefits We care for you and your family: We offer comprehensive medical, dental, and vision insurance plans to support the health of you and your family. We prepare for the unexpected: We offer life insurance, long-term disability, and short-term disability coverage at no cost to you. We invest in your career growth with Summit Materials and beyond: Get access to our Discover Learning catalog with thousands of available courses to support your professional and personal development. You can learn on-demand, at your own pace, and from any device. We embrace your well-being: We know that your well-being is more than just physical. We're here to provide teammates with the resources and tools they need to stay healthy and feel supported, including an Employee Assistance Program (EAP) with free counseling, financial resources, and more. We support your personal goals: We provide a financial foundation as you plan for the future. Our programs, like our 401(k) plan where we match up to 4% of your annual income, are designed to help you prepare and reach your goals for you and your family. We give you time to recharge: We offer our teammates Paid Time Off (PTO) so they can recharge and relax with family and friends. Position Overview The Operations Excellence Segment Team Leader is responsible for the development and execution of programs within their segment to drive Operations performance and profitability improvement through continuous improvement methods. The OpEx STL will partner with the Segment and Regional Presidents and VP of Operations to identify and prioritize strategic improvement opportunities and will implement the Summit Materials Operational Excellence Framework across production operations. Performance KPIs will include safety performance, cost, and Overall Equipment Effectiveness (OEE), and customer service metrics. The OpEx STL will lead, develop, and coach a team of Operations Excellence Leaders who will be assigned to facilities to lead high impact projects, coach employees, Green Belts, in operational improvement methods such as Lean, Six Sigma, Root Cause Analysis. The OpEx STL will also be responsible for leading one to two major programs and will contribute to training programs. The OpEx STL will be accountable for achieving overall financial benefits from operational improvement initiatives. The OpEx STL reports segment progress on initiatives and financial benefits to the segment leadership team, and to the SVP Operations Excellence on a monthly basis. This is a full-time position requiring approximately 60% to 70% travel. The position will be co-located with Segment leadership in Salt Lake City, UT. The position reports to the Senior Vice President of Operations Excellence Responsibilities Partner with the CM West Segment President, Regional Presidents, and VP of Operations to identify and prioritize strategic improvement priorities and translate into site level improvement strategies within the segment. Guide Operations leadership, Operations Excellence Leaders, Black Belts, and plant/functional area leadership in the development of a continuous improvement (lean and six sigma) site-strategy for their facility/operation. Implement the Summit Materials Operational Excellence Framework across production operations within the segment. Mentor direct and downline reports in Operations Excellence methods, change management and matrix leadership. Contribute to skill training program development and delivery following Summit Materials standards. Ensure facilities within the segment define roles & responsibilities and establish project plans to achieve increasing "Excellence" levels (i.e. base, bronze, silver, gold.) following Summit Materials Operations Excellence Framework. Assist in the development of ongoing Lean/Six Sigma strategies and project charters. Assist the plants/functional areas in the development of Key Performance Indicators (KPIs) and targets. Facilitate group sessions, kaizen events, six sigma improvement activities with a variety of hourly/management levels. Cross-business communication of projects, events, and best practices. Coordinate closely with leadership and human resources partners to incorporate Safety, Sustainability and Organizational Development goal and initiatives with Operational Excellence. Qualifications & Experience Bachelor's degree in a related field or 10+ years' relevant experience (materials manufacturing, cement, aggregates, ready mix and/or asphalt experience strongly preferred) Willingness to travel from 50%, up to 90% for periods of time. 10 years of experience in manufacturing operations improvement methods such as Lean manufacturing, Six Sigma, and TQM. Credible certification or equivalent credentials in one or more methods required. Operations leadership experience highly preferred. Detail-orientated with excellent organizational and communications skills. Strong manufacturing process and technical understanding. Excellent leadership skills and organizational abilities. Ability to lead in a matrixed organization. Strong meeting facilitation skills. Proficiency to teach, coach and mentor direct reports, indirect reports, and peers. Excellent problem-solving abilities. High level of integrity and commitment to overall team results. Strong math skills including a strong working knowledge of statistical analysis tools.

Vice President, Customer EngagementOperationsRemote, with hybrid options available in New York City or Reston, VAType: This is a full-time position About the TeamCollege Board's Operations division (130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading exciting work to advance customer experience through the use of innovative solutions, products and technology to enhance the delivery of digital assessments.The Customer Engagement department (65 ppl) is a combination of customer and technical support teams augmented by vendor operations, training and forecasting/planning to deliver all aspects of multi-channel support to our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to provide a positive and effective overall customer experience.About the OpportunityYou'll direct our day-to-day customer engagement work and all aspects of customer support and service, plus guide customer experience strategy and vendor operations aswe aim to deliver a positive experience for each College Board customers. This position is responsible for the delivery of services and support for our wide range of customers, including educators, students, parents, states and districts. You will also be a key contributor to our Operations leadership team as we complete our transition to a digital testing operation. Ready to lead an extraordinary team? Keep reading!In this role, you will be required to excel at the following to deliver effective and positive customer experience and support through excellent service, innovations and operational enhancements:Strategic Leadership: Develop and execute the strategic vision and roadmap for Customer Engagement aligning with the overall College Board mission and Operations division priorities.Team Leadership: Provide strong leadership and direction to the Customer Engagement team, fostering a culture of collaboration, excellence, inclusion and customer-centricityOperational Excellence: Drive operational efficiency and effectiveness across all Operations customer-facing functions and large external vendors, optimizing processes, workflows, and systems to enhance customer satisfaction and drive business resultsCustomer Experience: Champion a customer-first approach throughout the organization, ensuring the delivery of exceptional experiences at every touchpoint of the customer journeyCross-functional Collaboration: Collaborate closely with Program, Product, Technology and Field leadership, as well as Communications and Marketing to ensure alignment on customer needs, product enhancements, and go-to-market strategiesPerformance Management: Define key performance metrics and benchmarks for Customer Engagement, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellenceCustomer Advocacy: Leverage the voice of our external customers and establish the people, processes and data required to advocate for them through a focus on their needs, feedback, and challenges to influence program and product policy and communications.Talent Development: Recruit, develop, and retain top talent, providing coaching, mentorship, and growth opportunities to empower team members to reach their full potentialRisk Management: Identify potential risks and issues impacting customer satisfaction and experience and operational delivery, developing proactive mitigation strategies to address them effectivelySpecific Responsibilities include:Set Vision & Strategy (40%)Set the overarching vision and direction for customer engagement at College Board and ensure a strong customer experience that is differentiated based on customer needs and expectationsFoster a customer experience mindset and framework for processes, products and decision-makingWork closely with different stakeholders across the organization to provide a strong service to our customers by addressing the root of the problemDevelop a deep understanding of College Board's customer base to drive change initiatives, business strategy and technology enhancement programs that improve the support and success of customersDevelop, monitor, and report on critical measurements and metrics that drive high levels of customer satisfaction; define clear measurements of successSet a strategic vendor management and optimization strategy for a wide range of customer support models, with a focus on cost management and experienceProvide Team Leadership & Management (40%)Effectively manage a high-performing, remote team of 5-8 direct reports to ensure they are engaged and working effectively toward accomplishing goalsProvide the leadership necessary to deliver results across the teamBuild and drive a performance-based culture and actions to support an inclusive and engaged teamEstablish critical forecasting and planning capabilities and anticipate and manage work volumes and budgets based on data; responsible for managing a vendor budget of ~$30MEnhance the customer support vendor management functionDrive Continuous Improvement & Innovation (20%)Provide actionable intelligence and insights via thorough analysis and assessment of all escalation data that comes into the teamMake data-driven decisions on continuous improvement for our escalations programs based on that analysis and insightsFoster an innovative culture to explore technology, AI and other solutions to help drive efficiencies in support models and improve experience metrics.About YouYou have:15+ years of directly related experience in customer operations, customer experience, or customer service with 5+ years in an executive leadership positionDirect experience working in a customer service call center, either as an individual contributor or in a management capacityDeep understanding of industry best practices, trends, and technologies related to customer operations and supportA proven track record of developing, coaching, training, and retaining top talent with high levels of engagementThe ability to empower others and effectively delegate work with accountabilityProven track record of driving operational excellence and delivering exceptional customer experiencesExcellent communication, negotiation, and interpersonal skillsAbility to thrive in a fast-paced, high-stakes, and dynamic environment and lead through changeExceptional strategic thinking, analytical and planning skills - you can build a strategy, connect the dots, and build towards the futureExperience as a highly collaborative leader with ability to influence others and build strong relationships across internal and external stakeholdersThe ability to communicate effectively with product leads and technologists to meet and drive business requirementsExperience leading high-visibility projects from start to finish with measurable resultsFluency with data and confidence in making data-driven decisionsDemonstrated success managing complex customer escalationsA passion for education and the impact that educators have on studentsThe ability to travel, at least once a monthEligible to work in the United States of AmericaAbout Our ProcessApplication review will begin immediately and will continue until the position is filledWhile the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and panel interview, finalist interview and reference checks. This is an approximately a 10 to 12-week processAbout Our Benefits and CompensationCollege Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.The hiring range for a new employee in this position is $176,000 to $260,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.Your salary is only one part of all that College Board offers, including but not limited to:A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and moreRecognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibilityA job that matters, a team that cares, and a place to learn, innovate and thriveYou can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.About Our CultureOur community matters, and we strive to practice and improve our culture daily. Here are some headlines:We are motivated to positively impact the educational and career trajectories of millions of students a yearWe prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heardWe welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goalsWe know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizationsWe offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time#LI-Remote#LI-CW1