Global Operations Director, Author Marketing Services Fulfillment AuthorHouse
Author Solutions is seeking a Global Operations Director of Author Marketing Services for our Corporate office in Bloomington, Indiana.
THIS POSITION IS AN OPERATIONS MANAGEMENT ROLE.
The successful candidate will be responsible for leading the operations for the Global Fulfillment of Author Marketing Services (AMS). The Global Operations Director for AMS Fulfillment will be responsible for the quality, costs, turnaround time, and author satisfaction related to the delivery of AMS services to our customers. This director will drive performance in these areas through: (1) process improvement, (2) staff development, (3) vendor management and (4) coordination with IT to develop systems enablers.
Position responsibilities include but are not limited to:
Works with SVP of Global Fulfillment to define operational targets involving output volumes, quality, headcount and vendor costs
Supports, leads and guides the AMS department to fulfill services in alignment with the targets that have been set
Ensures operational excellence through the standardization of existing and new services, risk assessment and review of key metrics.
Prepares and presents comprehensive internal management reports, which represent the business function on a continuous and ad-hoc basis, with a high degree of accuracy, professional quality and confidence
Reviews weekly and daily reports to identify key areas for improvement and calibration ensuring reliable and consistent delivery of services.
Maintains weekly working sessions and operational reviews with direct reports to ensure areas identified for improvement are being implemented and addressed. During those sessions, identifies staffing issues and areas where direct engagement is required for resolution.
Proactively manages key vendor relationships with third party service providers to ensure timely and efficient delivery of services within expected SLAs. Negotiates key vendor contracts and rigorously identifies key areas to reduce costs.
Subject Matter Expertise
Works closely with the Marketing Department as new AMS services are defined.
Provides the AMS team with subject matter expertise and perspective in their daily fulfillment of AMS offerings.
Financial Metrics and Management
Works closely with the Financial Planning and Analysis team to direct and define the development of quantitative analysis that will support executives in planning, creating and evaluating the growth of the business.
Recommends and creates financial-based frameworks to measure the performance of the business pertaining to key performance indicators.
Successfully resolves all escalated customer service issues to the satisfaction of the customer based on the parameters and deliverables of the service(s) purchased.
Ensures that the team has the staffing, training and tools required to provide excellent customer service to authors
Plays central role in hiring decisions for the department
Builds a strong team by leading, developing and challenging managers and supervisors to raise individual and collective performance
Guides disciplinary efforts as appropriate and as required.
Interactions with other personnel, groups and entities
Works closely with corporate marketing to ensure the viability and delivery of new products and services.
Works collaboratively with supporting departments including but not limited to: IT, Sales, Publishing Production, Finance and Corporate Marketing.
Complies with Author Solutions employee manual, guidelines, policies and procedures.
Respects and protects confidential information.
Demonstrates a positive, professional approach to work effectively with customers, vendors, and staff.
Demonstrates the ability to exercise good judgment.
Contributes to a positive, productive work environment.
Takes advantage of internal educational opportunities.
Maintains excellence in attendance and punctuality.
Demonstrates strong communication skills; correct grammar, provides prompt, professional responses.
Demonstrates positive and respectful behavior.
Adheres to codes of conduct and ethical principles.
Demonstrates honesty and integrity.
Is self motivated, takes responsibility, and resolves situations.
Always takes a courteous, helpful approach and is solution oriented.
Works efficiently and respectfully with all customers both external and internal.
Communicates effectively, is thoughtful, articulate, clear and concise.
Is timely with all customers both external and internal and is available when needed.
Is prompt and accurate with information/guidance when answering questions.
Builds and maintains customer satisfaction.
Recognizes and anticipates customer needs.
Seeks ways to improve service.
Adapts to changing business needs and work responsibilities.
Anticipates, plans, and is positive through change.
Adjusts and provides alternate plans when necessary.
Takes personal responsibility for their quality of work.
Meets works schedules and deadlines.
Achieves results with little oversight.
Organizes and expresses information clearly orally and in writing.
Listens effectively and responds appropriately.
Identifies and utilizes effective communication methods.
Ensures a spirit of excellence, teamwork, collaboration and cooperation.
Volunteers to assist others to meet the workflow needs.
Respects differences and values diversity.
Welcomes participation from others and volunteers to help when needed.
Able to be both task and team focused.
Indirect Reports/Functional Guidance provided (employees/work groups):
Daily interaction with the SVP of Global Fulfillment
Regular interaction with the executive team
Daily interaction with AMS managers and employees
Bachelor Degree required
5 years of management experience in an Operations role
At least 1 year of Marketing experience required
5 years experience in delivering services in a B2C company
5 years experience managing staff and teams
Minimum Skills Required:
Proven ability to proactively and confidently guide, lead and drive teams to improve performance
Strong analytical skills
Excellent written and verbal communication skills
Excellent communication and presentation skills
Proven performance in managing multiple projects and priorities
Demonstrated ability to work well under pressure and within tight deadlines
Ability to accept and learn from constructive criticism
Must be detail oriented, well organized and efficient
Must be team oriented but able to work independently
Must demonstrate tact and diplomacy
The Global Operations Director, Author Marketing Services reports to the Sr. VP of Global Fulfillment. The core work schedule is 8:00 a.m. - 5:00 p.m. with frequent flexibility for start and ending times. Additional hours and/or overtime may be required depending on position and needs of the business. Travel to the Philippines may also be required based on the business need.
Author Solutions offers competitive wages and benefits including health, dental and vision insurance, company paid disability and life insurance, health and dependent care flex spending accounts, paid vacation and holidays, as well as immediate participation in our 401(k) retirement plan with matching funds. We are an equal opportunity employer.
||1663 Liberty Drive |
Bloomington, IN 47403