For over four decades, the higher education experts at Jenzabar have been helping colleges and universities across the world thrive through multiple services. The Jenzabar culture is one that fosters an entrepreneurial environment, where employees are encouraged to be creative, work hard, and have a great time while doing so. We believe in open doors, asking tough questions, respecting each other, and surpassing our clients’ expectations every step of the way. It’s an enjoyable place to be, with casual dress and a relaxed atmosphere.
Mission Statement:
We believe everyone is a masterpiece with great work to do on Earth. Jenzabar’s mission is to create pathways to empower all to know who they are, what work they are destined to do, and how they can unlock their full potential – at home, at work, and in the world!
Director of Managed Resources & Programming Services
Are you an experienced leader who thrives at the intersection of technology and customer service? Do you believe that exceptional services are built with the end-user in mind? Do you have a desire for continuous process improvement and quality assurance? Do you focus on the growth and well-being of the people that you lead? If so, we’re looking for YOU!
Jenzabar is redefining how we provide exceptional customer service. We are seeking an experienced professional to take on the role of Director of Managed Resources and Programming Services, reporting to the Vice President of Services. The selected candidate will be passionate about providing exceptional customer service, continuous quality improvement, servant leadership, and enabling efficient staff augmentation and programming services.
What You’ll Do
- Lead, mentor, and grow a team of high-performing, highly skilled programmers, business analysts, and technical resources that directly support our clients
- Collaborate with other Jenzabar leaders to assure cohesive and collaborative support services
- Cultivate an environment that fosters relationships with our customers with the goal of improving service delivery and client satisfaction
- Champion a customer-first development culture, ensuring we exceed expectations
- Collaborate cross-functionally to align business objectives and drive best practice development processes and continuously improve our services
- Ensure programming quality, security, and effectiveness
- Oversee the delivery of services to our Managed Resources clients
What You Bring
- Proven experience leading IT client services and programming development teams specifically within the Higher Education market
- Strong technical background in IT services and programming
- A deep understanding and desire for exceptional customer service and how technology can enhance user experience
- A passion for providing exceptional support services
- A passion for mentoring and growing talent
- Excellent communication and collaboration skills
Why Join Us?
- Work in a culture where customer experience is everything
- Lead cutting-edge projects that make a real impact
- Enjoy a flexible and dynamic work environment
- Competitive salary, benefits, and growth opportunities
Position Summary
The Director of Managed Resources and Programming Services strategically leads their teams and promotes a culture of customer service and quality assurance. Reporting to the Vice President of Services, the Director is responsible for fostering close working relationships between their team members and other departments and customers. Responsible for effectively leveraging the team’s expertise and resources to achieve business objectives.
The Director leads the Managed Resources team as they provide our customers with staff augmentation services. A major focus will be working collaboratively with the Vice President of Services to build out staff augmentation and full outsourcing service offerings. The Director will work closely with Marketing and Sales to provide services insight and sales support. Working directly with our Managed Resources clients to assure client satisfaction.
This person leads the Programming Services team as they provide our customers with programming services. Responsible for the effective facilitation of the entire lifecycle of projects from estimates, requirement gathering, analysis, contracting, development, and maintenance. A significant focus will be on process improvement and quality control across all areas of the development process.
Essential Tasks
- Promote customer service and quality assurance in everything we do
- Monitors and manages utilization goals for the team members
- Participate in analyzing results to ensure customer requirements are satisfied
- Establish and oversee standard operating procedures for all repeatable processes
- Understand upcoming/ongoing projects to help ensure they are defined, aggregated, and completed on time and within budget
- Support the process of escalating key issues and presenting options for resolution
- Work collaboratively with the Services Leadership Team to assure effective resource utilization is maintained
- Collaborate with Product Development to establish insight and feedback on the impact of emerging product changes
- Drive best practice methodologies, policies, and governance frameworks
- Coordinate closely with the leadership of Support to identify and establish best practice methodologies and SLA’s that ensure customer satisfaction
- Oversee staff onboarding and professional development
- Provide mentoring, growth opportunities, and guidance for team members
- Adhere to performance plans and performance reviews and goal setting of team members
- Interact with management by communicating and collaborating on issues and processes improvement initiatives
- Manages the work efforts of Team Leads and individual contributors
Required Experience
- Experience in promoting a culture of customer service and quality assurance
- 12+ years of experience overseeing a team of programmers
- 6+ years of IT management experience in higher education
- Demonstrated experience with managing multiple complex projects in a cross functional environment
- Strategic thinking and problem solving with the ability to thrive in a fast-paced environment
- Strong stakeholder management and communication skills
- Strong organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles
- Experience managing projects in an ERP Software environment preferred
Education
- Bachelor's Degree or equivalent experience in relevant field
The pay range for this position is $125,000-148,000/year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.
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Benefits
Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance
Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.
Please Note: Jenzabar does not sponsor applicants for work visas.
Top Skills
Jenzabar Boston, Massachusetts, USA Office
101 Huntington Avenue, Boston, MA, United States, 2199
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