Operations Manager, Client Relations

Company Description

The Center for Applied Linguistics is a nonprofit organization promoting access, equity and mutual understanding for linguistically and culturally diverse people around the world.

The mission of the Center for Applied Linguistics (CAL) is to promote language learning and cultural understanding by serving as a trusted source for research, resources, and policy analysis. Through its work, CAL seeks solutions to issues involving language and culture as they relate to access and equity in education and society around the globe.

The Center for Applied Linguistics (CAL) is located in Washington DC. This is a hybrid position, and the employee may choose to work in their preferred combination of in person at the office in a hoteling capacity and remotely. However, this position requires regular attendance at CAL’s offices so qualified candidates must reside locally to Washington DC or be willing to relocate to the area. CAL does not compensate or reimburse candidates for relocation expenses.

Job Description

The Operations Manager, Client Relations position supports all operations related to the sales, product and customer support, as well as business development of English language proficiency tests for adults that are owned and sold by CAL. These tests, BEST Literacy and BEST Plus, are two Adult English language assessments developed by the Center for Applied Linguistics (CAL) and used by adult English as a Second Language (ESL) programs, community colleges, and/or other organizations providing English education services to immigrant populations. This position is responsible for the supervision of one Customer Support Assistant and reports to the Senior Director of Language Assessment and Instructional Research (LAIR) unit. This position works collaboratively with other functional departments at CAL, including fulfillment, communications, and test development.

ESSENTIAL DUTIES:

• Manage the sale and distribution process for CAL’s adult English language assessments.
• Implement and manage customer support process for test users.
• Responsible for hiring, training, and managing CAL’s Assessments Client Relations team, including staff and consultants.
• Create, document, and implement processes and workflows to improve team efficiency.
• Create escalation schedule for all operations and customer issues and serve as the point of escalation and back up for customer support line.
• Collect, compile and analyze customer data.
• Log customer questions and needs, and compile FAQ sheets.
• Coordinate across teams to ensure customer requests fulfillment, monitor sales, and inventory, and update online store.
• Update, develop and facilitate workshops and webinars related to BEST Products.
• Initiate new partnerships and nurture relationships with the existing client base.
• With the support of the Senior Director of LAIR, develop a strategy for BEST Products sales growth.
• With the support of the Senior Director of LAIR, develop and execute client outreach and communication strategies.
• Manage test information, including email campaigns and website updates.
• Represent BEST Products at external conferences and meetings.

Qualifications

EDUCATION AND EXPERIENCE:

Required

• Bachelor’s degree (BA / BS)
• 5+ years of relevant experience

Preferred

• Master’s degree in business administration or related field
• Project Management Professional (PMP) certification
• Experience with or knowledge about adult ESL education in the U.S.
• Experience with facilitating online workshops
• Experience with sales and marketing of educational products

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in Microsoft Office suite and Advanced Proficiency with Excel.
• Knowledge of Square Space or similar CMS software preferred.
• Excellent interpersonal skills, including courteousness and tact.
• Excellent verbal and written communications skills.
• Ability to work both collaboratively and independently in a fast-paced environment.
• Ability to be detail-oriented, with a high degree of organization and accuracy.
• Ability to complete assigned tasks and make routine decisions without immediate supervision.
• Familiarity with and shared passion for CAL’s Mission and Core Values.

Additional Information

COMPENSATION:

Minimum Salary: $75,000 Annually ; Benefits eligible

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to effectively communicate. The employee may be required to sit or stand in a stationary position for 50% of the time. This position constantly operates a computer and other office productivity equipment. CAL adheres to ADA compliance and guidelines as a common practice.

ADDITIONAL INFORMATION

This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

The Center for Applied Linguistics (CAL) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, or genetics. In addition to federal law requirements, CAL complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

CAL expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CAL employees to perform their job duties may result in discipline up to and including discharge.