Director, Technical Support (EMEA Remote) at Turnitin

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Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. You'll join our diverse community of colleagues who are all unified by a shared desire to make a difference in education. So come join us and begin the most gratifying next chapter of your career.

For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Our products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.

Job Description

For the Assessment Delivery team, who oversee support and operations for ExamSoft and ProctorExam support, the candidate will lead the day to day support through a team of Managers and Team Leads across all tiers of support, multiple products and customer bases to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Reporting to the Senior Director, Assessment Delivery Operations and Support the candidate will bring demonstrable experience in creating a strategy for support s for assessment delivery. The candidate will look to optimize how Turnitin supports institutions, partners, test owners and test takers. The candidate thrives on creating processes and workflows across the The candidate also brings leadership experience with building high performing teams.

  • In collaboration with key stakeholders and your teams, create a mission and vision for the Global support team, which aligns with Turnitin strategic direction.​​​​​​​
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  • Manage not only specialists within the team but also those with lead/supervisory responsibility of other staff.
  • Actively participate in responses to live service outages and post mortem activities, always with a customer first mindset. 

  • Actively work with BPOs to establish scope of support for Tier 1, handoff between teams. 

  • Partner with the Knowledge and Quality team to ensure team members have the knowledge to perform to expected standards.

  • Deliver regular reporting to track KPIs and monitor performance at team and individual level.

  • Identify future areas of improvement and risks, and proactively work to prevent/limit both customer and team impact.

  • Manage team performance, agreeing clear goals and targets at both an individual and wider team level, reviewing performance formally and informally, giving feedback, course correction, motivation and enabling recognition.

  • Ensure the wider team are following established ways of working/process and procedures whilst highlighting areas of improvement along the way.

  • Work closely with the wider Turnitin leadership team to ensure that ways of working, processes and systems are fit for purpose, efficient and effective, revising these in a proactive and collaborative way.

  • Handle escalations from the team and customers, liaising with team members across all tiers, and other key stakeholders as required.

  • Coaching and supporting your team’s development as necessary, taking the lead in the performance management process, delivering regular 1-1s to team members.

  • Collaborate with the team both up and downstream to encourage the creation of ongoing training and development programmes for the Support community.

  • Encourage and demonstrate strong cross departmental collaboration to ensure that customer experience is at the forefront of product development and improvement through regular meetings with Bar Operations, Customer Success, Product and Engineering departments.

  • Own and direct projects internal to support and also act as a key stakeholder in cross functional work streams as required.

  • Regularly assess team performances and look at continuous improvement – in process/ways of working, systems use, etc.

  • Identify, lead and take part in continuous improvement projects across a wide platform of subjects in relation to your teams and the wider Technical Support Community – including Training/Ways of working/etc.

  • Understand the Turnitin value proposition and how this fits into the strategic direction of the global edtech marketplace - effectively communicate the value proposition ensuring that your team fully understands and can handle client questions.

  • Work with Senior Director and peers to ensure your teams are engaged in both the team and wider company strategy, goals and purpose – through regular communication and meets/events.

  • Deputise for the Senior Director as required ensuring that our customer centricity comes through in all communications, both internal and external.

  • Actively progress your own personal development.

  • Nurture the development of your team, encouraging internal growth within Turnitin and ensure awareness of opportunities within the wider business.


Qualifications

Essential

  • Bachelor’s degree or equivalent experience

  • Experience in building customer relationships

  • 10+ years in a successful customer service role

  • 3+ years team leadership/supervisory experience

  • Experience developing and implementing projects 

  • Excellent written and verbal communication skills

  • Strong organizational and analytical skills

  • Be a subject matter expert in the relevant products

Desirable

  • Commercial knowledge of the education sector

  • User experience of CRM systems preferably salesforce

Personal Attributes

  • Action-oriented mindset

  • Passion for education

  • Passion for excellent customer and user experience

  • Ability to work in a fast-paced environment, manage multiple priorities & projects

  • Ability to work independently and perform under pressure

  • Broad knowledge of online software and relevant technologies

  • Strong leadership skills

  • Commercial awareness and understanding, in order to identify and exploit market opportunities in the ed sector (specifically online/e-assessment)

  • Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

Additional Information

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. 
Our Values underpin everything we do.

  • Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
  • Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
  • Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
  • Action & Ownership - We have a bias toward action and empower teammates to make decisions.
  • One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
  • Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

 
Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!
 
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

More Information on Turnitin
Turnitin operates in the Information Technology industry. The company is located in Oakland, CA, Austin, TX and Pittsburgh, PA. Turnitin was founded in 1996. It has 650 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 61 open jobs at Turnitin, click here.
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