SWBV0277228-0000
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2023-07-24T00:00:00
The Manager – Customer Relations will lead, plan, organize, and manage the overall activities of several teams responsible for providing support to as many as 62 school districts in Westchester, Putnam, and Rockland Counties. These teams currently include Account Managers Office Management, and Procurement. This position will work to assess both districts’ service needs as well as their levels of satisfaction with Regional Information Center (RIC) offerings. As a member of the LHRIC management team, the manager will collaborate regularly with colleagues to problem solve district needs, identify inter-dependencies, and develop timelines to support the work of their teams; this position works with RIC service owners to maintain and improve the quality of existing service offerings provided by the Regional Information Center. This position will provide vision, leadership, and implementation to streamline operational processes, create workflow efficiencies, and support customer relationship initiatives. This leader supports the vision and mission of Southern Westchester BOCES/LHRIC and incorporates the Values of trust, Respect, Collaboration, and Excellence into daily roles and responsibilities. PRIMARY PERFORMANCE RESPONSIBILITIES:As part of the general responsibilities, the Manager will:Supervise the Account Management team which is responsible for providing a single point of contact to our school districts and collaborating with service owners as needed.Supervise the Procurement team which is responsible for centralized procurement activities for district purchases.Supervise the Office Management team which is responsible for coordinating all business functions such as budget processing, district billing, co-ser processing and related work.In addition, the Manager will lead, plan, and organize these teams in:Registering districts and application software vendors upon gaining their commitment to participate, including tracking communications, documenting district authorizations, and compliance with laws and regulations.Collaborating on the process to renew annual relationships with districts and application vendors, including confirmation of district authorizations and service contracts, as well as terms of service with application vendors.Engaging district and vendor interest in service participation.Gaining and maintaining an understanding of customers and their needs through surveys and questionnaires issued by the RIC.Providing information on RIC products and services to customers.Collaborating with service owners on the need for developing marketing plans for existing and new services.Working with the LHRIC service owners to develop informational materials and to plan and implement informational briefings and events for users.Providing strategic planning and risk management by demonstrating strong analytical, communication, problem solving, decision making and leadership skills.Monitoring a multi-million-dollar budget with monthly profit/loss statements related to the department’s service delivery, monitoring quality processes around service billing and expense allocations.Along with others on the leadership team, the Manager will serve as a leader modeling openness to learning, participation in professional learning activities, aligning work to BOCES Mission, Vision, Values, and Goals and:Building relationships of trust, respect an collaboration.Setting clear expectations and a high level of support for the work.Investing in data driven decision-making and systems.Maintaining a continuous improvement approach and pathways for regular stakeholder feedback.Actively participating in cross-functional team building and participation in a collaborative solutions-oriented environment for overall organizational effectiveness. QUALIFICATIONS:A Bachelor’s Degree and three (3) years administrative experience in Educational Technology** including or supplemented by one (1) year experience in customer relations in computer technology, which must have included the design and analysis of customer satisfaction surveys and questionnaires.Substitution: A Bachelor’s Degree* in Education, Educational Technology or a closely related field may substitute for an additional one (1) year of the general work experience as described above. There is no substitution for the one (1) year of the design and analysis of customer satisfaction surveys and questionnaires involving computer technology.** EDUCATIONAL TECHNOLOGY is defined as a variety of technological tools (e.g., Smartboards, Internet, cable television in the classroom, DVD players, digitalized video, personal computers and related equipment, such as scanners, printers, etc.) used in order to improve and enhance classroom instruction.Priority given to candidates who are currently on a Civil Service eligibility list for this title.Candidates must have either taken or be eligible to take the Civil Service exam for this title.
Technology
SWBOCES
Lower Hudson Valley
Annual wage
Range