Director of Cloud Operations

Are you an experienced cloud services leader and an evangelist for 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 control? 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 Cloud Operations, 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 cloud operations for our customers.

What You’ll Do

• Lead, mentor, and grow a team of high-performing, highly skilled cloud technical resources
• 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 service culture, ensuring we exceed expectations
• Collaborate cross-functionally to align business objectives and drive best practice processes and continuously improve our services
• Oversee the delivery of services to our Cloud Services clients

What You Bring

• Proven experience leading a services team specifically within the Higher Education market
• Strong technical background
• 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 Cloud Operations strategically leads the Cloud Support and Systems 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 with our customers. Responsible for effectively leveraging the team’s extensive expertise to achieve business objectives.

The Director is responsible for implementing, and adherence to, best practice policies and standard operating procedures with the goal of driving service quality and effectiveness. A significant focus will be on continuous process improvement and quality control across all areas of Cloud Services.

Essential Tasks

• Promote customer service and quality assurance in every area of Cloud Services
• Participate in analyzing service tickets to ensure customer expectations 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
• Support the process of escalating key issues, collaboratively perform root cause analysis, and present options for resolution
• Work collaboratively with the Services Leadership Team to ensure effective resource utilization and knowledge sharing is maintained
• Work closely with the leadership of Support, and other Services support teams, 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
• Engage with the Vice President of Services by communicating and collaborating on issue resolutions and processes improvement initiatives

Required Experience

• Experience in promoting a culture of customer service and quality assurance
• 12+ years of experience overseeing a cloud or infrastructure team
• 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

Education

• Bachelor's Degree or equivalent experience in relevant field

The pay range for this position is $120,000-138,000/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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