Job Title: Director of Operations
Department: Operations
Reports To: Chief of Academic Affairs
Location: Remote - US Based
FLSA Status : Salaried
Hours: 8:30 am to 5 pm EST - Business Hours
Salary Range: $90,000 to $110,000, depending on experience
iPEC Benefits: Medical, Dental, Vision, 401k
Who is iPEC?
At iPEC, we're creating a world of oneness where everyone experiences the profound sense of purpose and joy that come from fulfilling their unique potential.
(That includes our team members, too.)
iPEC recognizes that it's our talent-the amazing human beings that comprise our team-that enable our success in fulfilling our mission to raise the consciousness of the world. Therefore, we're committed to striving for excellence in the selection, development, motivation, and recognition of our team members.
Through the life-transforming power of consciousness-based coaching, we empower people around the world to awaken to their immense potential-and we're thrilled to have been doing so for over 25 years.
Guided by our four core beliefs, we walk our talk as we strive for a more conscious world. Every day, we show up for our mission with intention, openness, and enthusiasm for all there is to learn and grow from on this meaningful pursuit.
Position Summary
This position serves as an essential role driving the business operations of iPEC and contributes to the overall energy, execution of strategies, plans, and innovations that will serve to propel the company's agenda towards excellence and expansion.
The Director of Operations will work closely with the Chief Academic Officer to create and implement plans delivering on the strategies and company initiatives. The Director of Operations provides leadership across functional departments specific to operational initiatives.
The primary focus of this role is to oversee the function and direction of the Operations Department regarding efficiency, continual upgrade of process to allow scalability, support client retention, and operational excellence to ensure smooth delivery of the iPEC programs and products. Additionally, the Director of Operations takes ownership of the development and upgrade of the iPEC Student HUB, ensures process adherence of the department, and monitors "one-voice" response and timely resolution of all service representatives, across all support functions/departments.
The Director of Operations works cross-functionally with Curriculum, Faculty, IT, Sales/Admissions, and Marketing regarding all items that touch & impact both the LMS/HUB and the student journey, to ensure our students, graduates, community members and teams are working in full, seamless coordination.
Oversees all aspects of Operations and Student Support ensuring a continuous cycle of improvement aligned with and supporting iPEC Leadership's annual revenue goals and strategies.
•Identifies and understands multi-faceted and complex issues, challenges, and opportunities within the Operations department and where other departments have crossover
•Develops plans and cross-functional strategies to solve the large and small, short and long-term challenges while capitalizing on opportunities
•Collaborates with Team Leads and Directors to understand the needs for support on top initiatives and ensures facilitation of that support to a satisfactory conclusion for the project's life.
•Effectively navigates frequent changes, delays, or unexpected events while maintaining an anabolic energetic contribution
•Leads Operations team to work cohesively across the functions within iPEC to resolve challenges or unexpected outcomes
•Coaches Operations to efficiently carry out complex projects.
•Coaches Student Support staff to grow in challenging conversations with students
•Coaches students directly with issues that are escalated by the Operations Manager
•Exemplifies motivational leadership that inspires and elicits the best out of each team member across the organization.
Responsibilities:
•Lead Operations, Student Support and related independent contractor teams to provide seamless delivery of programs/products and ticket support responses.
•Strategize & implement continually evolving infrastructure by addressing opportunities for systems enhancements, process improvements and procedural efficiencies for overall operations of the company.
•Oversees and monitors the data, dashboards, and survey results for improved outcomes and increased revenue generation
•Oversees and maintains a system of cross-training to mitigate all single points of failure
•Oversees the organization and plan regarding class enrollment numbers working in concert with the Chief Academic Officer, Operations Manager and Sales
•Oversees and collaborates with Sales regarding optimal class sizes for delivery of curriculum plan and facilitates solutions as needed.
•Initiate cost reduction and increase efficiency regarding hard goods and digital delivery via Logistics and Technology departments
•Coordinate with the Technology, Curriculum, and Compliance Departments to implement changes and updates in a timely fashion, that respects the business needs of the company and cross functional departments which includes:
o Developing and monitoring ELI Assessment upgrades, as needed, to match DEI initiatives
o Oversees and initiates all update to CTP, LPT and Guest templates to reflect LMS/Hub and Assessment updates
o Ensure proper functioning of contracted vendor systems where iPEC has dependency, like Credly Digital badging platform, related to the student experience
o Ongoing improvement and updating of ticketing system
o Oversees and ensures ongoing documentation of Operations Standard Operating Procedures (SOPs) to ensure integrity and consistency of departmental processes and best practices, ensuring knowledge transfer is complete for each new hire.
•Project manage:
o Redshelf to maintain a digital experience with Energy Leadership
o CTP digital materials format efficiency and deliverability
o Shift numerous classes from a physical to virtual experience as needed
o Delivery of Grad and Corporate opportunities which are separate from CTP Module training.
•Leads the ongoing maintenance of the library of 330 articles within the Help Center to continually edit and produce articles with Academic Affairs oversight and sign-off as the program evolves
•Securely safeguards confidential information and communications
• Education, Certification & Experience:
•Bachelor's degree is strongly preferred.
•5 to 7 years of applicable experience required.
•iPEC Graduate (CPC, ELI-MP) strongly preferred
•LMS implementation and/or migration experience strongly preferred
•Relevant customer service experience
•Call center experience is preferred
•Classroom/Teaching experience a plus
Technical Requirements:
•Proficient in relevant computer applications (CRM/Hubspot, Netsuite, Excel, Word, Infusionsoft, Microsoft M365)
•Knowledge of Call Center telephony and technology a plus
•Strong Writing Skills with the ability to clearly communicate information in a digestible manner
Commitment to Diversity & Inclusion
It is iPEC's mission to raise the consciousness of the world, one person at a time. Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work with our mission in mind. To learn more about iPEC's commitment, please click here: https://www.ipeccoaching.com/diversity-equity-inclusion