Reporting directly to the Chief Operating Officer, the Vice President of Global Operations will oversee all aspects of operations through PSI's global infrastructure of testing locations (Channel) and candidate support centers, while providing strategic leadership as PSI expands its global delivery channels and candidate facing technology offerings both domestically and internationally. Responsibilities include, but are not limited to: Management of staff performance at national and international test center operations including PSI Owned and Operated sites and 3rd Party delivery channels, oversite of all contact centers and candidate self-service portals, Technical Support Help Desk and working strategically with PSI's Business units to ensure world class operations that enable them to retain and win new clients.
Implement a strong Sales to Operations workflow, based on defining and delivering on client and candidate expectations while operating in line with contractual obligations as appropriate
Work closely with other Operations functional areas including Finance and Strategy, Client Services and Technical to provide a seamless Global experience for clients and candidates
Collaborate with the leadership team to develop and implement plans for operational infrastructure of systems, policies, process, and staff
Assist PSI's new client start up processes and deliverables as they translate to Channel service delivery related to the candidate experience
Differentiate PSI through our service offering and commitment to excellence by enhancing the end-to-end service model, ensuring cross-functional roles and responsibilities are complimentary and cross-functional expectations are understood by all stakeholders
Work with Operations Strategy and Analytics group to interpret and analyze operations data/metrics in order to make informed and strategic financial and operational decisions
Use metrics and other data points to implement comprehensive action plans and goals that drive execution of operations and business strategies
Define and lead PSI Global Testing Channels and customer service culture
Work directly with staff to foster exceptional customer service and security culture throughout the Global Infrastructure on a daily basis
Work closely with Business Units, Account Managers and Client Services to translate contractual commitments into operational delivery through all required Channels
Participate in Operational Kickoff calls with client, help determine business rules, project plan, milestone dates, etc.
Suggest best practices as appropriate
Ensure all existing Channel service levels and processes are met in a consistent and professional manner while meeting contractual commitments and standard industry norms
Work directly with Operations and Enterprise IT staff to design and implement exceptional customer service and security focused tools throughout all Candidate touchpoints
Work closely with the COO to prepare and meet annual budget goals
Help update PSI's channels in accordance with industry trends and new technologies
Be a strong team leader, with a proven track record of building high-performance finance teams and driving accountability for achieving measurable shareholder value.
Drive a service driven culture across all teams that are in line with company strategies and goals.
Provide strong leadership and mentorship to increase productivity; organize personnel to more effectively accomplish the vision.
Infuse the team with a sense of purpose and create clear sense of urgency.
Lead by example and establish a track record as a reliable, "go to" performer.
Set and adjust priorities effectively; remove barriers and act with an appropriate sense of urgency.
Develop strong business partnerships and credibility with colleagues and the industry.
Proactively offer new ideas and build support for making significant change. Ask questions and listen to gain input and insight. Foster an open exchange of ideas.
Communicate clearly and concisely. Resolve differences/conflict in a constructive manner.
Plan ahead and anticipate, as well as look at downstream and cross-functional implications. Balance short and long-range considerations when solving problems.
Partner with direct reports and engage with other staff/peers to foster exceptional and productive internal and external relationships.
15 plus years experience in senior level operations roles with increasing responsibilities
Breadth of experience in companies of comparable size and complexity and strong experience with a growing company
Experience managing multiple teams and tasks across various functional and geographical areas within an organization
Experience managing large, remote teams and multiple budgets. Must have P&L experience and ability to interpret data
Ability to execute against plan and drive results
Ability to analyze data, prepare reports and effectively communicate these to senior leadership
Able to work and thrive in a fast paced and demanding environment
Excellent interpersonal, and communication skills, with high attention to detail
Ability to focus under pressure
Must be proactive with long track record of taking initiative
Resourceful, action-orientated with the ability to get things done and overcome obstacles
Strong organizational and time management skills
Must be available for extensive domestic and international travel (up to 30%)
PSI Services has 70 years of experience with providing solutions to federal and state agencies, corporations, professional associations and certifying bodies worldwide. We offer a comprehensive solutions approach from test development to delivery to results processing which includes pre-hire employment selection, managerial assessments, licensing and certification tests, license management services and professional services.
PSI, a leader in the assessment industry, provides various solutions through its multiple business channels including talent assessments (of job-seeking candidates as well as employee development programs), licensure testing services (for government regulatory agencies), certification credentialing services (for professional associations), license management services and biometric identification authentication services. PSI offers clients various solutions to measure, assess and identify the skills, abilities, traits and identities of individuals seeking jobs, licensure, or certification credentials.
PSI offers a competitive and comprehensive benefits package inclusive of:
Medical, Dental, Vision, Life, and Short and Long-Term Disability Insurance
Flexible Spending Accounts
401k plan with company match
Generous PTO and Holiday Pay
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Performance Assessment Network, Inc.