Director of Expert Enablement

Director

The Director Expert Enablement will be responsible for a global sales and subscriber retention strategy, while collaborating on a multimillion-dollar incentive program across Customer Solutions that promotes sales-driving behaviors from Experts.  They will be responsible for the development and continuous analysis of key performance indicators, ensuring that incentives for these indicators are appropriately set.  They will be responsible for understanding the Expert-level behaviors behind the indicators and, in partnership with Compensation, Operations, and Finance, ensure that incentive programs are reinforcing desired behaviors.   These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

DUTIES AND RESPONSIBILITIES:

• Architect and collaboratively implement overall strategy, tools, and trainings focused on Expert sales and customer retention
• Partner with cross-functional teams (Instructional Design, Learning and Development, etc.) to help design and deploy training materials for frontline Experts and leaders that help support desired behaviors
• Develop and recommend KPIs that evaluate Expert performance, including CRT, NPS, sales capabilities, etc.; partner with Operations, Finance, Compensation, HR, and Support teams to inform incentive programs across the Customer Solutions organization
• Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
• Participate in incentive plan design sessions and conduct financial analysis to ensure plan aligns with annual forecasts
• Ensure that process changes from Clients, Product/Technology, Global Regions & Process Improvement are integrated into the incentive plans, in partnership with Compensation team
• Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
• Establish and implement the process that monitors payout/metric adjustments to be efficiently executed and documented
• Track and periodically report to senior leaders on incentive plan performance and cost analysis against annual plans
• Provide insight to and support incentive plan communications as needed
• Demonstrate functional understanding of company's core financial performance
• Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

EXPERIENCE:

• Ability to build and maintain relationships and partner effectively across diverse internal organizations
• Proven ability to lead & develop team of technically-minded individuals
• Strong analytical and problem solving skills
• Proactively identify and meet customer needs
• Excellent communication, interpersonal and organizational skills with a hands-on management style
• Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
• Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
• Experience leading strategic business transformational activities
• Experience in supporting call-center operations
• Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

DESIRED QUALIFICATIONS:

• Bachelor's Degree with relevant experience; Master's degree highly preferred
• 5-7 years' work experience in a related field such as process management, sales, or operations
• Black Belt certification high encouraged
• 5+ years' experience using SQL and statistical software
• 5+ years people leadership required
• 5+ years collaborating with senior leaders to recommend, plan, and execute organizational initiatives
• 5+ years' experience with administrative leadership duties including submitting IT tickets and managing personnel data