The Director will be responsible for overseeing a wide range of functions including professional services, tools management, key performance indicators (KPIs) monitoring, process excellence, and training and development initiatives for both customers and employees. As a key member of the management team, you will play a vital role in driving operational efficiency, enhancing customer adoption, satisfaction, and fostering employee growth.

• Lead and manage the professional services department, ensuring the delivery of high-quality services that meet customer needs and expectations.
• Develop and implement tools and systems that enable efficient tracking and management of KPIs across the organization, providing actionable insights to drive performance improvements.
• Drive process excellence initiatives to streamline operations, enhance productivity, and optimize resource utilization.
• Collaborate with cross-functional teams to identify areas for operational improvement and develop strategies to implement process enhancements.
• Oversee training and development programs for both customers and employees, focusing on continuous learning, skill development, and career growth and certification program.
• Work closely with the sales and customer support teams to ensure alignment between customer needs and service offerings.
• Analyze data and trends to identify opportunities for operational innovation and customer satisfaction enhancements.
• Provide regular reports and updates to senior leadership, highlighting operational performance, KPI achievements, and areas for improvement.

Key Responsibilities:

1. Learning and Training:

• Develop and execute a holistic learning development, and certification strategy that aligns with business objectives.
• Design and deliver training programs that enhance employee and customers skills, capabilities, and knowledge across various departments.
• Collaborate with subject matter experts to create engaging training materials, online resources, and interactive learning modules.
• Monitor training effectiveness and continuously refine programs based on feedback and results.

2. Customer Enablement:

• Define and implement strategies to ensure customers effectively utilize products and services.
• Develop customer onboarding programs that drive rapid adoption and successful outcomes.
• Collaborate with cross-functional teams to provide ongoing customer education and training opportunities.
• Monitor customer feedback and analytics to identify areas for improvement and innovation.

3. Tools and Resources:

• Oversee the selection, implementation, and utilization of tools and resources that enhance productivity, efficiency, and collaboration.
• Assess organizational needs and recommend appropriate software solutions to optimize workflows.
• Provide training and support to employees on the effective use of tools and technologies.

4. Process Excellence:

• Lead process improvement initiatives to streamline operations, enhance quality, and reduce inefficiencies.
• Implement methodologies such as Lean, or Agile to drive continuous improvement across the organization.
• Collaborate with department heads to identify process bottlenecks and implement solutions for enhanced performance.

5. Team Leadership:

• Build and manage a high-performing team responsible for learning and development, customer enablement, and process excellence.
• Provide mentorship, guidance, and support to team members, fostering a culture of growth and innovation.
• Set performance goals, conduct regular evaluations, and implement development plans.

Education:

• Bachelor’s degree from an accredited college or university with major course work in business, management, or a related field required. Equivalent work experience in a similar position maybe substituted for educational requirements.
• Master’s degree preferred.

Experience:

• Minimum 8 years of experience successfully managing professional services, process improvement initiatives, and training programs.
• Minimum 5 years of management experience required.

Other:

• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Excellent leadership and communication skills, with the ability to motivate teams and collaborate across departments.
• Demonstrated experience in project management, including the ability to prioritize tasks, manage resources, and meet deadlines.
• Proficiency in using tools and software to monitor and report KPIs.
• Knowledge of industry best practices related to customer service, process optimization, and employee development.