Director Business Operations
X2 - Hingham, MA

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Business Unit: X2 (Hingham,MA)

Requisition Number: FSC-00008861
Job Type: Regular

Business Unit Profile:
Follett Software is a leading provider of innovative, web-based K-12 educational technologies that inspire student success. Our growing portfolio of leading-edge solutions empower 21st Century learning and discovery in today's digitally-rich learning environment.

The Business Director has responsibility for directing the Implementation and Service activities for the Aspen product line, including Project Management, Data Conversion, Training Delivery, Customer Relationship Management, State Reporting and product customizations. This key stakeholder will be instrumental in driving process improvement, improving quality and efficiency of customer deliverables and to ensure the further growth of Follett Software Company. This highly talented individual will work with senior management and will make recommendations to the strategic plan as well as carry out the initiatives designed to increase revenue, customer satisfaction, and profitability.

Key Accountabilities:

Directs implementation service delivery and process development for Project Managment, Data Conversion, and Training.
' Directs the post-implementation Customer Relationship Management activities and process development.
' Directs the activities for State Reporting and product customization development and workflow, both during and post-implementation.
' Directs the establishment and implementation of solid, measurable processes, policies and procedures.
' Tracks, monitors, assesses, and reports on service unit activity relative to planned objectives and established metrics.
' Maximizes recurring revenue through application of improved process and strategic initiatives designed to enhance customers experience and perceived product value.
Works with Development, Sales and Product Management to develop plans that improve processes, improve customer deliverables and support business case strategic objectives
.' Works closely with Development management driving the business requirements and ensuring customer satisfaction with products and services.
' Works with development and coordinates services to resolve problems arising that would cause schedule slip, quality issues, service issues, etc.
Manages services and deliverables against company revenue and profit forecasts as detailed in the company's Strategic Plan.
' Monitors and reports Services P&L actual to estimates on a monthly basis and reports variances.
' Responsible for managing departmental budgets totaling approximately $4M.
Ensures a strong team environment through coaching and achievement recognition.
' Develops staffing strategies and operations plans to execute strategic vision.
' Identify organizational development needs, suggest and implement plans to address gaps and provide managers with effective people management tools.
' Directs personnel management activities (hiring, staff development, performance management, etc.).
' Ensures that the department conducts business in accordance with Follett Values, Code of Conduct and other covered policies and uses ethical and sound business principles which help guarantee the long-term financial security and success of the division.

Requires a minimum of 10 + years experience in Business Operations, with at least 5 years management experience. At least 5 years experience in Enterprise Operations/Deployment/Support in the Software domain, preferrably Educational software.
Excellent management skills with thorough knowledge of all areas of business operations. Excellent knowledge of the company's products and services. Excellent time management, communication, decision-making, presentation, organizational and leadership skills.
Bachelor's degree in business or related field; advanced degree preferred.