Director, Process Improvement
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
What you'll do:
- Work closely with cross-functional leaders to plan the best approach for large business changes or test implementation
- Partner cross-functional teams to ensure resource creation, communication and/or training to cover all customer facing product and marketing changes, big and small
- Act as partner and liaison on behalf of Strategy and Operations with Salesforce Ops, Product Marketing, and Corporate Compliance
- Project Manage large business changes to ensure that all cross functional teams will be prepared and ready for a smooth launch
- Guide stakeholders, as a subject matter expert in processes and resources, on devising effective and efficient approaches to solving business problems and achieving project objectives through communication of a clear strategy with supporting data
- Maintain and build positive employee relationships and morale
- Demonstrate ability to influence people and lead with integrity
- Develop and coach direct reports with overall responsibility for their performance and projects including quality, productivity, and reporting of results
- Lead meetings, create/deliver presentations and proposals to leaders in throughout the organization
- Maintain familiarity with product functionality and all features
- Create Salesforce Requirement documents that include detailed use cases and user stories for any change requests. Partner with Salesforce Administrators to ensure appropriate understanding and creation of features, test implementation requests in UAT and production environments, and ensure stakeholders have clear communication on roll out plans
Who you are:
- 5 years of experience within a customer support or customer success organization
- 4 years of experience in Process Improvement, Project Management, and/or people management
- Ability to successfully coach and provide feedback to encourage and motivate individuals
- Ability to work effectively in a team oriented, high demand and fast paced environment while maintaining a professional and positive manner
- Demonstrated ability to work with minimal supervision, use of initiative and application of independent judgement
- Demonstrated change management aptitude and ability. Takes a proactive role to bring about change, applying new ways to develop the business through improved management of people and processes
- Demonstrated organization skills with strong detail orientation
- Time management skills and ability to set priorities for themselves and the team, manage the work to those priorities, and meet tight deadlines in an environment of frequent interruptions and competing priorities
- Analytical skills; must be able to gather data in various formats, review and make solid recommendations which support the organization
- Experienced running cross-functional meetings; solid communication skills to clearly and concisely express ideas verbally and in writing and to effectively interact with various levels of management in a calm professional manner
- Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the expectations of the organization and ensure needed business outcomes
- Ability to maintain a high level of confidentiality and work with highly sensitive data and information
- Ability to think strategically with foresight to identify critical success and risk factors, due to expansive experience, expertise and sound judgment
- Proven ability to make decisions for strategic planning with consideration of all customer facing teams, processes and impacts
- Ability to translate diverse pieces of information into meaningful conclusions and results that are easily understood by others to influence decisions
- Data gathering and presentation required
- Experience with Salesforce required
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.