About ETS
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.
Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.
The Client Experience Team exists to deliver exceptional value at every stage of the client journey. Unifying strategy, service and support into a single client experience that anticipates needs, resolves issues swiftly, and drives longer term value. We are the voice of the client.
Guide and support a multidisciplinary team (including Application Support, Sales Support, Administrative Support, Quality Analyst, and Trainer) to ensure comprehensive service delivery and satisfaction. This role is pivotal in creating an environment where both clients and our internal teams receive outstanding support.
The Client Experience Administration and Support Director leads daily operations for Application Support, Quality, Training, and Administration within the Client Experience team, in service to credentialing and licensure clients. This role requires proactive leadership and clear representation of Client Experience both internally and externally.
This role is a full-time, permanent position, Monday to Friday during Eastern time (EST) with availability to support on occasional evenings and weekends. This role can be performed remotely, with in office presence expected once per week. Minimal travel required.
Responsibilities
- Lead the translation of strategic objectives into actionable plans for Application Support, Quality, Training, and Administration teams, ensuring these plans drive measurable improvements in client satisfaction, operational efficiency, and service quality
- Ensure the Application Support team monitors and maintains the efficacy of our software applications and meets Service Level targets.
- Provide guidance to the team Trainer and Quality Analyst understanding that training and quality go hand in hand.
- Manage the Sales Support and Administrative support roles to ensure Client Experience have what they need in service to our clients.
- Collaborate with co-directors and Vice President regarding staff, daily operational tasks, and management of existing client relationships.
- Enforce a support structure within the Client Support team that creates an environment of success when servicing clients and internal teams.
- Foster positive relationships by assisting staff with appropriate responses to requests, addressing issues, guiding and assisting staff in resolving escalations, and coordinating tasks to meet agreed upon deadlines.
- Ensure all existing clients are being serviced to their contractual and service level agreements.
- Participate in operational planning meetings and attend calls to make deliverables.
- Coordination of continued development of the team members.
- Collaborate with Client Experience and other departments to foster exceptional and ensure any issues are resolved.
- Complete other projects and assignments at the direction of department leadership
Minimum Qualifications
- MBA degree level preferred with 15 years experience
- Experience in Training and Quality is essential
Experience Required
- Experience working with Tier 1 and Tier 2 tech support is essential
- Experience in people management and mentoring is essential.
- Experience in customer service or client management environments.
- Demonstrated track record of building relationships across organizational boundaries to achieve results is required.
- Experience in the testing industry and working with developers and IT teams.
- Knowledge and proficiency in Microsoft Office, especially Excel, Word, Outlook, and Salesforce Service Cloud is desirable.
- Knowledge of platforms such as Jira, Ivanti (IT service portal), Atlas, Aspen, Dimensions, Atlas Cloud, GPS, Learning builder with Heuristics, VIP Portal, GPS report portals, et al
ETS is mission driven and action oriented
- We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
- We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
- As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. 
