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Kryterion Inc

Director, Customer Support

Test Delivery Department - OLP – Phoenix, Arizona
Department Test Delivery Department - OLP
Employment Type Full-Time
Minimum Experience Experienced
Compensation $80k - $100k, DOE

We are looking for a hands-on Director of Test Taker and Center Support to join our growing team. This is a full-time exempt position that reports directly to the Chief Operating Officer (COO). Our purpose is to change people’s lives one test at a time and your primary responsibility will be to assure that every test taker that we service has a great experience. We need you to take our current team to a whole new level of service. 

You will be responsible for supporting both channels through which Kryterion delivers certification exams.  The Kryterion Testing Network (KTN) consists of over 1,100 independent testing centers worldwide. You will be responsible for supporting those centers experiencing exam and test taker problems, maintaining great relationships with the centers, expanding the network, monitoring activity in all testing centers, tracking reports of misconduct, investigating complaints, and assuring the network quality through quality/security checks.  

You will also be responsible for managing our Online Proctoring (OLP) service by determining, appropriate staffing levels to support scheduled exam volumes and then hiring and training the staff, developing policies and procedures that ensure an effective and efficient operation. You will also track, evaluate and report Key Performance Indicators (KPI’s) to the COO. 

You will also interface with other departments, including Dev Ops, Program Management, Software Development, Sales, Finance, and Psychometrics to promote TDS services as well as helping us reach our 3-year mission.

 ESSENTIAL TASKS & RESPONSIBILITIES:

  • Develop strategic and tactical plans to take TDS to the next level
  • Regularly present TDS status, metrics, and initiatives to the Executive team
  • Provide vision, guidance, mentoring, and direction to the entire TDS staff
  • Determine an effective organization structure with appropriate staffing
  • Assure that the right people are in the right positions
  • Work with the COO to ensure TDS has the resources and tools to be successful
  • Be the third level escalation point for test taker or testing center issue resolution
  • Drive issue resolution by working with other departments as needed
  • Handle test taker accommodations
  • Assure test center quality control using secret shoppers and test taker reports
  • Expand the test center network
  • Determine improvements and new features for all test delivery-related services
  • Establish, update, and enforce all necessary policies, procedures, and processes
  • Occasionally travel to conferences, clients or test centers
  • Use Salesforce (or other designated CRM) for client support and communication
  • Assure we meet or exceed all Client Service Level Agreements
  • Other duties as assigned

QUALIFICATIONS:

Education: Bachelors, preferably in Business, Information Technology, or a related field

Experience:

  • Five+ years of customer or technical support management experience in a call center
    • Preferably in a SAAS company with web-based, hosted software applications
  • At least 2nd level management experience of at least 30 employees
  • Technical acumen (computers, phones systems, CRMs, etc)
  • Testing/Certification industry experience a plus.
  • Experience interacting with C-suite and VPs

Additional Skills:

  • Driven to make it happen
  • Willing to jump in when your team is slammed
  • Have the business acumen to successfully influence the Executive Team
  • Experience taking a team to the next level
  • Outstanding mentor and leadership abilities
  • Abhor mediocrity and an innate desire to break the status quo for the better
  • Metrics-driven, results-oriented with great attention to detail
  • Enthusiastic self-starter and excellent team player
  • Multi-tasking ability, analytic and problem-solving skills

Communication Skills: Must have excellent written, oral, and presentation communication skills and direct proposal and client management communication experience.

Application Experience: Microsoft Office and Salesforce Lightening or a related client management system.

Fit: Culture is very important to us. If you aren’t willing to be fun and supportive, to make it happen, practice open communication, check your ego, and if you don’t love to learn and grow then don’t bother to apply.

Expected Hours of Operation: Test Delivery Services operates 24 hours a day, 7 days a week, and 365 days a year. Availability on-site is driven by business needs. Expect a minimum of 45 hours per week but may be more based on need.

Please include a cover letter with your application submission explaining why you would be a great fit for Kryterion.

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  • Location
    Phoenix, Arizona
  • Department
    Test Delivery Department - OLP
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
  • Compensation
    $80k - $100k, DOE
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