Associate Director, Technical Care
Company: EAB (Education Advisory Board)
Location: Washington
Posted on: September 21, 2023
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Job Description:
At EAB , our mission is to make education smarter and our
communities stronger. We work with more than 2,500 institutions to
drive transformative change through data-driven insights and
best-in-class capabilities. From kindergarten to college to career,
EAB partners with leaders and practitioners to accelerate progress
and drive results across five major areas: enrollment, student
success, institutional strategy, data & analytics, and diversity,
equity, and inclusion (DE&I). We work with each partner
differently, tailoring our portfolio of research, technology, and
marketing and enrollment solutions to meet the unique needs of
every leadership team, as well as the students and employees they
serve. At EAB, we serve not only our partner institutions but each
other-that's why we are always working to make sure our employees
love their jobs and are invested in their communities. See how
we've been recognized for this dedication to our employees -by
checking out our recent awards . The Technical Care team is a
partner-facing team, responsible for executing tasks related to the
intake of partner data, the management of data processing, and
support for all partner data stakeholders post-implementation. The
Associate Director is a leader within the Technical Care data team.
The primary responsibilities are special projects, ticket
management, metrics monitoring and reporting. Potential also exists
for managing a group of Technical Care Business Analysts. Special
projects include, but are not limited to, process development for
and maintenance of documentation, and validation of incoming data,
and cross-department advocacy. In addition to individual
responsibilities the Associate Director will ensure that work is
correctly assigned to individual team members, that SLAs are
adhered to, that roadblocks are escalated, and that both internal
team members and partners are communicated with in a timely manner.
This role is based in Washington, D.C. Specific Responsibilities: -
Collaborate with leadership and representatives from various
functional areas within the organization to continuously improve
the quality of service provided to our internal and external
clients - Understand policies, practices, trends, and technologies
affecting the use of partner and student data/information - Partner
with internal stake holders to develop practices and processes to
collect, standardize, sustain, secure, and continuously improve the
quality of student data received from external sources to support
company and partner programs and initiatives - Monitor resources
and assignments to ensure deadlines are met without sacrificing
quality or engagement - Resolve difficult and complex situations
for win-win results - Manage and develop any assigned direct
reports to ensure execution of the department's goals and
objectives, setting clear expectations, instilling mutual
accountability, coaching, developing, and recognizing results -
Promote a cohesive team culture - Support the development and
implementation of training protocols and tools for newly hired team
members - Train and supervise new team members - Participate in
other talent management activities for team members - Perform other
related responsibilities as assigned
Basic Qualifications: - Minimum 5 years' relevant work experience,
including 1 year in a role responsible for people or project
outcomes - Experience consulting, collaborating, communicating with
internal or external clients, client support and technical
communities - Proven interpersonal, collaboration and teamwork
skills - Proven client focus, problem-solving and commitment to
continuous improvement - Experience managing challenging client
relationships and senior leadership level relationships - Knowledge
of technology, including databases and/or web-based applications
Ideal Qualifications: - Institutional knowledge and experience with
EAB partner data responsibilities - Demonstrated planning,
organizing and time management skills - Ability to maintain
composure in a fast-paced, growth environment with accelerating
priorities - Commitment to valuing diversity, practicing inclusive
behaviors, and contributing to an equitable working and continual
learning environment in support of EAB's DE&I Promise If you've
reached this section of the job description and are unsure of
whether to apply, please do! At EAB, we welcome diversity of
background and experience. We would encourage you to submit an
application if this is a role you would be passionate about doing
every day. Consistent with our belief that our employees are our
most valuable resource, EAB offers a competitive and inclusive
benefits package. - Medical, dental, and vision insurance;
dependents and domestic partners eligible - 401(k) retirement plan
with company match - 20+ days of PTO annually, in addition to paid
firm holidays - Daytime leave policy for community service or
fitness activities (up to 10 hours a month each) - Paid parental
leave for birthing and non-birthing parents - Phase Back to Work
program for employees returning from parental leave - Infertility
treatment coverage and adoption or surrogacy assistance - Wellness
programs including gym discounts and incentives to promote healthy
living - Dynamic growth opportunities with merit-based promotion
philosophy At EAB, we believe that to fulfill our mission to "make
education smarter and our communities stronger" we need team
members who bring a diversity of perspectives to the table and are
committed to fostering a workplace where each team member is
valued, respected and heard. To that end, EAB is an Equal
Opportunity Employer, and we make employment decisions on the basis
of qualifications, merit and business need. We don't discriminate
on the basis of race, religion, color, sex, gender identity or
expression, sexual orientation, age, non-disqualifying physical or
mental disability, national origin, veteran status or any other
basis covered by appropriate law.
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Keywords: EAB (Education Advisory Board), Washington DC , Associate Director, Technical Care, Executive , Washington, DC
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