Director of Operations

Company: National Council of Teachers of English
Location: Champaign
Posted on: January 14, 2021

Job Description:

Operations Leadership:

Partner with Executive Director on a range of matters including defining and monitoring staff goals. Represent the leadership's direction and support staff to develop and enact plans. Provide coaching, resource alignment, and other supports across the organization for effective and efficient implementation; create regular update reports and quarterly presentations.


Oversee and train customer service staff (internal or external).
Develop customer service scripts and provide training/coaching.
Ensure consistency of the customer experience at all times.
Design and oversee standard operating procedures.
Ensure consistency of transaction processing in AMS (Aptify) software.
Ensure integrity of member data in AMS.
Align with Membership & Marketing on campaign initiatives, member/customer data integrity, and business processes.


Oversee publications production. This includes product mix analysis, inventory management, and processes driving the production of publications. Serve as an internal resource and coach to staff. Oversee relevant vendors, pushing for highest service at the lowest price points.
Serve as an effective business partner, working in conjunction with teams and departments to achieve the organization's goals.
Proactively identify, create, and implement internal improvement efforts that support successful goal achievement and desired results throughout the organization.
Create staff redundancy plans and written standard operating procedures, partnering with internal colleagues, to ensure business continuity. This may include annual training on plans or other internal education strategies.
Supervise IT staff and contractors, monitoring expenditures, transparent planning, and outcomes/return on investment.



Risk Management:

Maintain a list of operational risks for the organization along with contingency plans.
Create and maintain crisis communication response plans and data breach and recovery plans.
Serve as the organization's chief data privacy officer, ensuring data compliance according to the latest data privacy rules and monitoring risk analysis on e-commerce and other functions. Create an annual or biannual data and IT infrastructure risk audit with relevant external and internal resources.


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Keywords: National Council of Teachers of English, Champaign , Director of Operations, Executive , Champaign, Illinois