This role can be fully remote, or you can work out of our Boston office

About the Role:
The Internal Client Support Team Lead will coach and guide the full time and part-time members of our Survey Operations team, lead the team’s strategy, and grow the team as Panorama continues to grow. The Survey Operations Team is responsible for completing technical work in support of launching successful, error-free survey projects for our clients. Our Survey Operations Team also manages and staffs the  quality assurance processes across Client Success. The team adapts and expands our impact as our products and client base grow. 

Responsibilities: 

Team leadership and coaching: 

• Lead, inspire, and manage a team of full and part-time Survey Operations Specialists (SOSs)
• Hire, onboard, train, coach and develop SOSs to succeed at Panorama
• Serve as an expert practitioner of the Survey Operations Team, knowing our internal tools, supporting within parts of Panorama’s platform, and making recommendations to the team
• Embed diversity, equity and inclusion when building systems and processes internally and externally
• Track, hold accountable, and help your team grow at performance metrics at individual and team levels
• Capacity plan and monitor portfolio sizes so Survey Operations is able to support our clients throughout the year and also scalably in peak periods
• Ability to cover for a direct report in doing the SOS job, if necessary

Process design and management: 

• Define new processes and expectations as the Panorama’s product and delivery model evolve
• Aggressively and creatively seek ways to scale (through product, client support, service delivery, team processes, changes in our delivery model, etc.)
• Quality assurance (QA) planning and processes; ensure protocols and training are in place to deliver outstanding QA to clients and internal team members in support of error-free projects

Cross functional leadership: 

• Collaborate with teams across the Client Success function to deliver projects on time and error free and reply quickly to client needs
• Collaborate with teams across the Client Success department to adapt the vision and strategy for the Survey Operations team and how it interacts with other teams
• Join forces with our Engineering and Product teams to enhance the client experience, both with incremental improvements and game-changing innovations

Our Ideal Candidate Has:

• Experience in client support roles or leading client support or technical teams
• Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations and the company
• Experience in using data to understand, track progress and solve problems
• Demonstrated experience advancing diversity, equity and inclusion
• Success coaching others in support or other customer-centric roles
• Demonstrated track record improving systems and processes to support high performing teams
• Experience learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes