Director of Operations final - NCTE

Director of Operations

Our Organization

For more than 100 years, NCTE has worked with its members to offer journals, publications, and resources; to further the voice and

expertise of educators as advocates for their students at the local and federal levels; and to share lesson ideas, research, and teaching

strategies through its Annual Convention and other professional learning events.

Our Mission

The National Council of Teachers of English is devoted to improving the teaching and learning of English and the language arts at all

levels of education. This mission statement was adopted in 1990: ¡°The Council promotes the development of literacy, the use of

language to construct personal and public worlds and to achieve full participation in society, through the learning and teaching of

English and the related arts and sciences of language.¡±

The Opportunity

The position of Director of Operations will be a principal problem solver, change agent, and leader within the organization. The

internal Operations leader will collaborate with leaders of each department to promote collaboration throughout the organization

and to help ensure internal alignment and organizational continuity. This position serves the organization by spearheading all key

functions related to customer service, information technology, publications (production focus), and special projects.

SPECIFIC RESPONSIBILITIES INCLUDE:

Operations Leadership:

? Partner with Executive Director on a range of matters including defining and monitoring staff goals. Represent

the leadership¡¯s direction and support staff to develop and enact plans. Provide coaching, resource alignment,

and other supports across the organization for effective and efficient implementation; create regular update

reports and quarterly presentations.

? Oversee and train customer service staff (internal or external).

o Develop customer service scripts and provide training/coaching.

o Ensure consistency of the customer experience at all times.

o Design and oversee standard operating procedures.

o Ensure consistency of transaction processing in AMS (Aptify) software.

o Ensure integrity of member data in AMS.

o Align with Membership & Marketing on campaign initiatives, member/customer data integrity, and

business processes.

? Oversee publications production. This includes product mix analysis, inventory management, and processes

driving the production of publications. Serve as an internal resource and coach to staff. Oversee relevant

vendors, pushing for highest service at the lowest price points.

? Serve as an effective business partner, working in conjunction with teams and departments to achieve the

organization¡¯s goals.

? Proactively identify, create, and implement internal improvement efforts that support successful goal

achievement and desired results throughout the organization.

? Create staff redundancy plans and written standard operating procedures, partnering with internal colleagues,

to ensure business continuity. This may include annual training on plans or other internal education strategies.

? Supervise IT staff and contractors, monitoring expenditures, transparent planning, and outcomes/return on

investment.

Risk Management:

? Maintain a list of operational risks for the organization along with contingency plans.

? Create and maintain crisis communication response plans and data breach and recovery plans.

? Serve as the organization¡¯s chief data privacy officer, ensuring data compliance according to the latest data

privacy rules and monitoring risk analysis on e©\commerce and other functions. Create an annual or biannual data

and IT infrastructure risk audit with relevant external and internal resources.

The Director of Operations will encompass the following qualifications:

? A minimum of five years of experience in national events and/or risk management

? Substantial supervisory experiences including internal staff, multiple departments, and core business processes

? Demonstrated success in creating solutions to complex challenges that increase productivity and profitability

? Ability to identify trends and assess opportunities to improve business processes and execution

? IT systems knowledge and experience. AMS (Aptify) experience essential

? Experience leading a high©\performing customer service team

? Excellent verbal and written communication skills

? Ability to execute independently and as a member of a team

? Ability to make decisions in a changing environment and anticipate future needs

? Self©\reliant, results©\oriented problem solver

? Ability to meet deadlines without sacrificing quality

Experience working for a trade or professional association, especially an education association, in addition to

private sector experience is preferred.

To Apply: Send resumes to careers@

NCTE is proud to be an equal opportunity workplace and is an affirmative action employer.

We strongly encourage diversity in our environment.

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