About Us:
At DreamBox, we believe all children can excel at learning, no matter where they start, where they live, or who they are. Along with district administrators, teachers, principals, and parents, we are dedicated to helping children realize their potential. Yet every child must be challenged, encouraged, and engaged in an individual way.
That’s why we developed our revolutionary Intelligent Adaptive Learning™ technology, and combined it with a rigorous curriculum and an engaging game-like environment, to change the learning paradigm. If you are interested in learning more, take a look at this recent efficacy article published by Business Wire.

About the Role:

This role is accountable for timely, high-quality service delivery of customer-facing and internal self service capabilities, internal training and development, reporting, automation, & data analytics. These capabilities will provide the system and solutions for an effective and efficient Client Experience & Success department (CX+CS). This Senior Manager will oversee a geographically distributed team of 4 to 5 individuals and is responsible for two distinct functional areas:

1. Functional area one: Knowledge base content creation and delivery (internal and external) with a focus on self service capability, development of training material and facilitation of training using various delivery methods, management and creation of internal procedural documentation in relation to all support activities, and administration of support content.
2. Functional area two: Development and ongoing management of internal reporting, dashboards, and ad-hoc data analytics in support of the CX + CS organization by leveraging distributed data from multiple internal data sources with a focus on automated creation and distribution.

The management role is dynamic in nature as CX+CS matures its systems and solutions over time, and some of the tasks associated with the role may be shared.
What You'll Be Doing:

• Hire, retain, and develop highly motivated and effective staff. Leverage appropriate resources to accomplish departmental goals
• Provide a healthy and rewarding work environment for staff
• Provide coaching, feedback, and formal performance management actions for all direct reports
• Manage departmental metrics and continually assess and modify team focus areas relative to SLA/KPI attainment
• Direct the efforts of the team in developing dashboards and data visualization solutions with a focus on automation and long term sustainability
• Proactively monitor trends to identify problems and to improve overall performance and work processes
• Implement knowledge base and self service solutions to drive an enhanced customer experience and improve internal efficiencies
• Develop and facilitate training to enhance team capabilities and efficiency
• Interface effectively with peer managers, DreamBox leadership, and other departments to resolve technical and non-technical problems/situations
• Support other groups and other departments within DreamBox in the deployment of ongoing initiatives and/or projects
• Establish and manage project budgets and meet financial targets within sphere of influence
• Perform other duties as assigned

About You:

• Minimum of 6+ years of experience managing technical staff
• Minimum of 3+ years managing software developers and/or data analysts
• Proven expertise delivering internal/external knowledge base and self service solutions
• Proven ability to lead data analytics and reporting teams resulting in enhanced business insights
• Significant knowledge of computing hardware platforms, basic network technology, and software
• Experience working for a SAAS company
• K-12 or Ed-Tech industry experience a plus
• Ability to manage remote staff.
• Extremely strong organizational skills.
• Exceptional communications skills (both spoken and written)
• Excellent interpersonal skills to interact with a variety of customers, staff, and DreamBox leadership
• Passionate about customer experience, satisfaction, and quality of team performance
• Able to leverage available resources to make improvements and achieve results
• Able to thrive in a fast paced, multifaceted, ambiguous environment
• Solid understanding of business processes, data methodologies, content delivery best practices, and techniques required to deliver best in class self service, and data/reporting solutions
• Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.)
• Experience with Salesforce CRM platform (or similar) in addition to data visualization platforms
• Ability to travel domestically as required (Note: travel is minimal with frequency of approximately once per quarter or less)
• Ability to work weekends as required during peak season