Associate Director of Support
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Job Location:
Burlington, CO - USA
Yearly Salary:
USD 123300 - 209400
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Aspen Publishing is seeking an Associate Director of Supportto be a part of our Support team. Preferencewill be given to Boston based candidates who will work in our Burlington MA office with a hybrid office/work-from home schedule; however we will also consider candidates based in Dallas TX. You will work with cross-functional stakeholders as you play a key role in ensuring a positive support experience for customers resulting in high retention rates and customer satisfaction. We are looking for an Associate Director of Support who is passionate about providing an amazing customer experience is that you
TITLE: Associate Director of Support
REPORTS TO: Director of IT & Operations
DEPARTMENT: Sales Support
FLSA STATUS: Exempt
Location: Burlington MA
RANGE: $123300 (min) / $161000 (mid) / $209400 (max)
POSITION SUMMARY: Responsible for managing Support team overseeing order management and approval sales support technical support problem solving and creating and maintaining policies and procedures.
KEY RESPONSIBILITIES
ORDER ENTRY
SALES SUPPORT
QUALIFICATIONS:
The salary range provided is a good faith estimate representative of all experience levels. Aspen considers several factors when extending an offer including but not limited to the role function and associated responsibilities a candidates work experience location education/training and key addition to competitive compensation we offer a wide array of benefits including your choice of health and dental plans generous paid time off and holidays 401k with employer match and an array of voluntary programs to cover all of lifes eventualities from accidents to critical illness and pet insurance.
EOE disability/veteran
#LI-Hybrid
TITLE: Associate Director of Support
REPORTS TO: Director of IT & Operations
DEPARTMENT: Sales Support
FLSA STATUS: Exempt
Location: Burlington MA
RANGE: $123300 (min) / $161000 (mid) / $209400 (max)
POSITION SUMMARY: Responsible for managing Support team overseeing order management and approval sales support technical support problem solving and creating and maintaining policies and procedures.
KEY RESPONSIBILITIES
ORDER ENTRY
- Lead customer order entry & approval process across multiple product lines handling high-volume email chat and meetings with excellence
- Approve orders in ERP system monitor and correct exceptions as reported by warehouse liaison
- Ensure timely & accurate entry of customer orders by Customer Service specialists; Provide coaching and counselling to order entry agents as necessary
- Ensure order administration activities are completed by the assigned customer service specialists including access code management for Vital Source & RedShelf IA opt out reporting chargebacks and fraud review.
- Partner with sales and finance teams to process institutional sales & renewals on a timely basis
- Review & approve bookstore/institutional orders for fulfillment by warehouse
- Facilitate necessary communications between order entry and operations teams related to backorders or other unavailable items
SALES SUPPORT
- Drive high Customer Satisfaction and NPS by embedding empathy speed and accuracy into every interaction
- Work with cross-functional stakeholders in particular Digital Sales Finance and Marketing to align brand voice with support standards
- Support attendees of conferences by organizing delivery of Aspen print materials and facilitating the return of those when complete
- Provide weekly and monthly reports with metrics to Director of IT & Operations; Identify opportunities to reduce friction and improve cost-per-contact through automation macros and workflow
- Own Customer relationship on Better Business Bureau Trustpilot and other review channels; build playbooks for engagement recovery and brand defense
- Facilitate communications with customers and internal Aspen teams
- Share frontline Voice of the Customer insights with Digital Editorial Sales and Marketing to drive fixes and improvement
- Quantify the impact of top contact drivers and present business cases for product or process changes
- Ensure escalation pathways to Tier II and other departments are smooth documented and customer-first
- Hire/Develop/Manage Support team including Sales Operations Analyst Senior Customer Support Operations Specialist and Seasonal help build a culture of accountability empathy and continuous learning and ensure internal Support teams are kept trained and up-to-date on all Aspen products and services
- Oversee Sales OperationsAnalyst & reporting process for Aspen Publishing. Ensure delivery of timely & accurate information and working to gather feedback & enhancement requirements from the organization
- Oversee Technical Support Specialist & customer service quality process for Aspen Publishing. Ensure high quality customer service delivery through development & training of the front line support team and regular auditing of support quality
- Assist Customer Service/Sales Support/Technical Support in busy periods
- Create growth pathways for frontline talent into Tier II QA or automation-focused roles.
- Other duties as assigned
QUALIFICATIONS:
- Bachelors Degree in business or related field preferred
- 7 years of customer service experience preferably with at least 3 years managing high volume higher education direct and indirect customer support
- Hands-on expertise with Freshdesk NetSuite and customer reputation platforms such as Better Business Bureau & Trustpilot
- Proven ability to balance operational discipline (queues cost-per-contact) with culture and customer obsession
- Strong cross-functional communicator skilled at turning customer insights into actionable business priorities
- Track record of building high-performing teams through coaching QA frameworks and career pathing
- Project management experience
- Excellent prioritization multitasking organizational and time management skills
- Liaising between internal and external groups
- Executing plans on time and with quality
- Troubleshooting and problem solving
- Working with individuals at all levels of the organization
- Excellent verbal and written communication skills English required
- Proficiency with Microsoft Office (PowerPoint Outlook Excel Word Zoho)
- Demonstrated ability in working independently and as part of a team
- Ability to work independently and be a team player
- Normal Office Environment
- Ability to sit for extended periods of time
- Ability to work on computer for extended periods of time
- Ability to listen and speak carefully while interacting with others
- Ability to lift up to 10 pounds occasionally
The salary range provided is a good faith estimate representative of all experience levels. Aspen considers several factors when extending an offer including but not limited to the role function and associated responsibilities a candidates work experience location education/training and key addition to competitive compensation we offer a wide array of benefits including your choice of health and dental plans generous paid time off and holidays 401k with employer match and an array of voluntary programs to cover all of lifes eventualities from accidents to critical illness and pet insurance.
EOE disability/veteran
#LI-Hybrid
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Aspen Publishing produces high quality, pedagogically rich, market-leading textbooks covering every discipline in law.
