Address
Form of workWho We Are:
We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon:expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence.
LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential.
LINQ's Values:
Count on us - We're ready and reliable for our partners and each other
Class of our own - We hold ourselves to a high standard of excellence
Fair and Square - Integrity and mutual respect are table stakes
Nourish Connection - We foster a culture of teamwork and trust
Educated Advancement - Our deep knowledge and experience propel our development
The Director of Client Experience Operations is a key leadership role responsible for overseeing and optimizing the operational aspects of Client Experience within LINQ.
Leadership and Strategy:
• Develop and implement strategies to enhance Client Experience Operations.
• Provide leadership and direction to the Client Experience Operations team.
• Provide and execute on CX strategy for a cohesive, efficient and optimal client & employee experience
Operational Excellence:
• Streamline and optimize processes within CX to ensure efficiency and effectiveness. Implement best practices for client onboarding, support, and overall satisfaction. Enablement of CX teams of new processes, procedures & tools
Cross-Functional Collaboration:
• Collaborate with other departments such as marketing, sales, and product development to align Client Experience Operations with overall business goals.
• Foster communication and collaboration between different teams to enhance the overall client journey.
• Ensure that other departments are informed and aware of significant improvements, changes and enhancements in CX
Data Analysis:
• Utilize data and analytics to assess Client Experience metrics and make data-driven decisions.
• Identify areas for improvement and implement changes to drive positive outcomes.
• Ownership of CX metrics including Support Metrics, CSAT/NPS, Professional Services metrics and Revenue
Team Management:
• Recruit, train, and manage a high-performing Client Experience Operations team.
• Provide mentorship and guidance to team members to ensure their professional development.
• Own analysis of Contractor vs FTE resourcing and adjustments for seasonality
Compliance and Quality Assurance:
• Ensure compliance with relevant regulations and standards in client interactions.
• Implement quality assurance and/or audit processes to maintain high standards of service.
• Own the Change Board process for updates to integrated CX tools (Playvox, Wrike, Salesforce, Qualtrics)
Technology Integration:
• Evaluate and implement technology solutions that enhance Client Experience Operations.
• Understand and recommend ongoing integration enhancements to continue to streamline tools
• Stay informed about industry trends and emerging technologies in Client Experience management.
Qualifications:
• Bachelor's degree in Business, Management, or a related field
• 10+ years of proven experience in a senior leadership role, preferably in Client Experience, support or services operations.
• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience creating Executive Leadership & Board Related Materials
• Strong Data-driven mindset with proficiency in data analysis tools.
• Ability to lead and motivate a diverse team.
TOTAL REWARDS:
Remote working environment
Ability to work in a physical office, if near one of our 3 offices (Wilmington, Irvine, and Scottsdale)
One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)
Company Bonus Plan or Target Sales Commission Plan
Flexible Open Paid Time Off Plan
10 paid holidays
16 hours of paid volunteer time
Blue Cross Blue Shield benefit network (medical/dental/vision)
Low-deductible PPO option or HDHP option with employer contributed HSA
Dental with child orthodontia
100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
Health and wellness benefits including gym and Headspace reimbursement
Professional development opportunities
EOE STATEMENT:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
PI235811181
