Director, Product Operations Management

About ETS

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

Defines the work plan and works with Functional Centers of Excellence to manage day-to-day operations of an existing product. Directly accountable for management of the operations for assigned product of moderate size, and/or complexity.

Responsibilities

End-to-End Product Operations Management & Delivery

• Accountable for creation of the product work plan and executes against the product work plan
• Directs work of FCEs (Functional Centers of Excellence) to meet Service Level Agreements (SLAs)
• Defines and improves work processes to reduce product costs and protect product quality
• Directs contracts and royalty payments with external partners for products
• Identifies product delivery improvement areas and shares with Product Managers
• Communicates and collaborates with FCEs / vendors / partners clearly and effectively
• Accountable for delivering on products / features promised to client / customer
• Participate in client / customer meetings as needed to provide operational expertise
  
  

Contract/SLA Fulfillment

• Responsible for ensuring that product delivery meets client expectations
• Directs the work of product operations team to ensure that milestones are met, contractual obligations are fulfilled, and delivery meets client expectations
• Tracks performance against SLAs and work with FCEs and service providers to improve performance as needed
  
  

Risk Management

• Identifies operational risks and create mitigation plans
  
  

Financial Management

• Responsible for tracking/managing all product-related expenditures against budget
• Responsible for supporting attainment of surplus targets by controlling expenses
• Works with FCE’s to identify opportunities to reduce product costs across the value chain, and be accountable for their implementation
  
  

Human Resource Management

• Supervises, mentors, and coaches professional staff
• Adheres to ethical standards and comply with the laws and regulations applicable to job function
  
  

Skills

• Ability to work with cross-functional teams
• Demonstrated understanding of product operational needs
• Ability to identify new ideas to improve performance and productivity
• Ability to provide status updates of day-to-day operations
• Deep understanding of SLA’s and KPI’s
• Possess strong decision making and prioritization skills
• Strong communication skills
• Responds effectively when faced with uncertainty and/or lack of data by seeking the data necessary to guide decision-making
• Ability to manage and optimize suppliers
• Ability to lead through influence (matrix management)
  
  

Education

• Undergraduate degree (or equivalent experience) in related fields such as: Business Administration, Operations Management/Engineering or other areas combined with relevant work experience
• MBA preferred
  
  

Experience

• 3 years of combined experience in operations management
• Previous experience in one or more of the following: project management, business analysis, budget management, product management or client relationship management is desired
  
  

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
  
  

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.