Vice President of Program Delivery, BookNook

• Minimum fifteen (15) years of recent experience in Program, Project or Portfolio Management with 7+ years in leadership
• Bachelor’s Degree or higher in business, technical, or education discipline
• Strong track record of mentoring and growing teams to create a scalable program management organization to drive measurable results and a strong positive customer experience in a fast-paced environment
• Experience in diversified leadership roles, having led customer experience or customer support teams
• Self-starter, with the ability to execute and implement change
• Excellent critical thinking, communication, presentation, documentation, troubleshooting and collaborative problem-solving skills
• Ability to flex styles to work well with a range of stakeholders from extremely technical engineers to non-technical business leaders
• High level of emotional intelligence, influencing skills, and communication skills to enable collaboration across the organization
• Ability to design feedback loops and then synthesize data from the feedback loops into actionable strategies and tell the story and communicate to stakeholders at all levels
• Technology-forward, out-of-the-box thinker with a drive for continuous process improvement
• Proven experience in metrics-focused environments
• Exceptional references

Desirable

• Reporting to the Chief Operating Officer, we are seeking an experienced customer-facing Vice President, Program Delivery to provide executive-level leadership to oversee our critical delivery and service organization at BookNook which includes our Program and Implementation team and our Customer Care team
• The Vice President, Program Delivery will be a member of BookNook’s Senior Leadership Team (SLT) and will be responsible for developing, implementing, and overseeing the program management, delivery and service for each of our customers
• Critical areas include: project planning, process controls & reporting, escalations, and change management
• Lead the development of BookNook’s Program Management Methodology. Develop, promote and maintain standards for program and project management, with the goal of delivering every project on time, within budget and within scope. Focused on providing synergy and transparency across programs, and promoting early issue identification and mitigation through swift and effective communication
• Drive continuous improvement and change for our customers and tutors to enhance Customer Care service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and provide clear feedback loops to all areas of the business
• Ensure teams are coordinated with respect to communication of projects, timelines, and potential risk to ensure seamless delivery and service for our customers
• Able to create and implement innovative processes which will drive hundreds of effective implementations per year with a nimble team. Must be able to design processes that work in a high volume program environment that has implementations of various size and scope
• Take accountability for project communication and coordination, collaborating with all departments from start through completion. Escalates as necessary to ensure integrity of customer scopes, with a clear and informed point of view on how to address
• Lead end-to-end resolution of incidents, serving as the senior management escalation and communications point during major issues both internally and customer facing
• Monitor OKRs and solicit direct feedback from key stakeholders to ensure progress towards the company’s strategic plans
• Measure effectiveness of change initiatives and make data-driven adjustments. Drive execution accountability to produce measurable business outcomes
• Manage communication of status, issue and risk disposition to all stakeholders, through a defined process
• Building Effective Teams
• Hiring and Staffing
• Financial Stewardship
• Developing Employees
• Planning and Prioritization