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Prometric is currently seeking an experienced Director of On Demand Testing operations in our global headquarters in Baltimore, MD.
The Director of On Demand Testing is responsible for managing all aspects of paper and internet based testing administrations and operations supported by the Americas team.The Director of On Demand Testing has the primary responsibility for all business activities including overseeing the recruitment and scheduling of testing proctors and venues, helpdesk support for those proctors and venues, capacity planning and analysis, customer service management, distribution and warehouse functions as well as daily operational matters, budgetary development and control, contractual matters and overall client profitability.The Director of On Demand Testing directs a broad team located in St. Paul, Minnesota and Lawrenceville, New Jersey to deliver operational excellence that exceeds our client expectations.
SPECIFIC STATEMENT OF RESPONSIBILITIES:
• Operational Management (50% of time)
o Direct efforts of Operations Managers across each function (Call Center, Proctor/Site Management and Shipping and Distribution)
o Ensure proctor/venue compliance with all established practices, policies and procedures and lead the remediation of those that do not meet corporate standards.
o Direct the Operations Managers to lead the successful implementation of new technologies and operational policies and procedures.
o Review and analyze past utilization patterns and optimize future staffing and utilization levels balancing client requirements and labor expense.
o Implement opportunities for automation
o Oversee the management of all personnel-related matters including hiring, performance management, disciplinary actions and terminations.
o Lead the process of testing venue expansion and contraction based on regional demand and other demographic and business-related factors.
• Business Planning and Strategy (15 % of time):
o Participate in QBRs and Annual Contract Reviews with clients.
o Work to strengthen existing partnerships and pursue incremental business opportunities.
o Introduce proctors and venues to new product lines and internal technologies.
o Participate in contract negotiations where appropriate.
o Support sales representatives.
o Participate in ad-hoc team-based assignments dedicated to the overall improvement of the business.
• Account Profit / Loss Management (15% of time):
• Manage P&L profitability for each program by conducting monthly review of revenues and expenses and taking appropriate action where necessary.
• Personal Development (20% of time):
• Manage Career Development Plans and Performance Management plans of staff.
• Provide appropriate guidance and coaching to subordinates in order to allow for career growth and succession planning.
Candidate Qualifications:
- A college degree is required.
- At least 7 years of experience as a manager in an applied setting is preferred.
Skills:
- Requires thorough comprehension of operational effectiveness and working closely and collaboratively with varying levels of personnel throughout the organization.
- Proven track record in effectively managing teams of subordinates
- Exemplary oral and written communication skills, client relation skills, project management skills, and time management and analytical skills to produce information in a concise and timely manner.
- Must have extensive and diverse knowledge of and experience in identifying and implementing transformational change to make operations more effective and efficient; proven team leadership skills to include retention and motivation of staff, and excellent presentation skills with the ability to deliver information to a variety of audiences
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