Job Title: Senior Manager, Channel Operations, West

Reports To: Vice President, Channel Operations

Department: Candidate Operations

Location: Remote (must be west of the Mississippi and near an airport)

Be a part of our team!

Our mission is Building the Workforce of Tomorrow. Our customers are your neighbours and global citizens aspiring to better themselves, their community, and the world by becoming licensed physicians, lawyers, security traders, financial planners, physical therapists, accountants, and much more.

Overview of the Position:

Test Center Administrators (TCAs) and Test Center Managers (TCMs) serve as the face of Prometric in Test Centers (our storefronts) around the world. They are professionals who have a passion for superior customer service, interacting with customers taking life-changing exams. If you want to make a difference in people's lives daily, read on, and click here to see the test taker experience.

Prometric employs more than 2,000 TCAs worldwide. These individuals are respected for their ability to lead and control the test center environment (storefront quality). Supporting TCAs, TCMs manage all aspects of the testing facilities, personnel management, and proctor examinations. Supporting TCMs and TCAs alike, is team of District Managers (DMs) responsible for performance of a regionally based portfolio of test centers.

As the Senior Manager, Channel Operations, West you will support a team of District Managers (DMs) that support test centers throughout the West, Mountain, Central time zone (note that there is a small contingent of sites supported in the northern edge of Eastern time zone as well). Your job as the Senior Manager is to lead through leaders, ensuring Prometric executes against contractual obligations, and internal KPIs and external SLAs. You will have a peer that manages Eastern test centers.

The Senior Manager, Channel Operations role is highly visible and provides leaders with tremendous growth opportunities. In the last 15+ years there have been seven (7) leaders in this role and five (5) were promoted and/or moved to another department in Prometric, these five (5) are still with the company today.

Mandatory Requirements

Please do not apply if you do not meet these standards, they are non-negotiable.

• Must live west of the Mississippi River and be within 90 minutes of an airport
• Travel ~25%. Storefront visits must be conducted at least once per quarter (on your schedule) in addition to 8-10 additional events that Prometric supports (set dates, known in advance). Total travel equates to roughly 50 days per year.

Duties & Responsibilities:

• Execute against Prometric's internal KPIs for test centers, which includes metrics such as successful delivery of product, customer satisfaction with staff, and others
• Execute against Prometric's external KPIs for test centers which include on-time starts (think of this as departure time for airplanes as an analogy)
• Ensure your team maintains retention standards and develop the next line of leadership
• Ensure staff are equipped with the necessary skills, knowledge, and information to perform their roles to a high-quality standard.
• Manage labor hours, contract labor, and office supplies. Ensure adequate planning is in place to support your sites staffing levels due to the seasonal nature of business.
• Ensure all customers are tested according to Standard Operating Procedures (SOP's).
• Lead other strategic initiatives, or any other duties, as assigned by management.

Qualifications, Experience & Skills:

• Bachelor's degree or equivalent work experience
• 3+ years management experience in customer service (e.g., hospitality, retail, etc.)
• Ability to manage and develop talent; showing ability to motivate and inspire others.
• Must be proactive and do everything in the interest of the customer
• Ability to effectively communicate with team members and cross functionally
• Business acumen and an ability to understand and develop operational metrics.
• Experience with MS Office, Outlook, Teams, Explorer-web browsing.
• Demonstrated ability to foster talent (e.g., promotions of directs, making yourself redundant, etc.)

Desirable Experience:

• Preferred experience supporting a distributed workforce.
• Ability to enroll in and pass a background check for administering federal government client exams (MBI IRS Background Check).
• Ability to speak proficient Spanish.

Employee Benefits:

• Competitive compensation
• 401k and employer match
• Health
• Dental
• Vision
• and more