Associate Director - Global Support Operations

Job Description

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.

RESPONSIBILITIES:

The Role will provide operational and strategic leadership to Global Support operations leaders (India) and team members. To build and maintain a world class Outsourcing team that delivers great experience to our Client Teams, while operating in a dynamic and fast-paced environment. To develop and implement a strong operational strategy to create efficiency and deliver strong operational and expense results. To share service insights and collaborate with key business partners across Countries and Businesses to improve Operational efficiency.

Core responsibilities are described below:

• Responsible for resource strategy, development of org structure and staffing models that fits the growth plan and needs of the business.
• Responsible for Client Team’s operating strategy including but not limited to level one support, executive escalations, managing deadlines, staffing and redeployment etc
• Responsible for assisting with development of annual expense budgets and monthly budget forecasts. (If required)
• Actively lead efforts to manage expenses to budget. Ensures that all service and quality goals are consistently met through strong operational routines, training and process improvements, while balancing expense guidelines.
• Facilitates effective and efficient use of technology to support service center needs and growth.
• Build strong internal partnerships with Communication, Forecasting, Workforce management, Technology operations and Product teams to enable service center success.
• Maintain regulatory and internal compliance (Example Work shift Policy, Over Time policy etc
• Work closely with functional teams to chart out work-plans and execute system & employee integration activities.
• Drive the pace of integration, ensure effective management of stakeholder communications.
• Track and report against objectives and success measures during integration execution.
• Document key operations decisions & next steps; coordinate with teams to turn process needs into system requirements
• Design, develop, implement and coordinate systems, policies and procedures to improve the overall employee experience
• Effectively engage with team members in discussions related to project specific requirements, preparation of reports, deliverables and provide new perspectives / insight
• Plan and monitor the day-to-day running of the business to ensure smooth progress
• Provide strategic & operational direction and leadership to the Program Directors, Managers

Enterprise Strategy

• Drives initiatives that promote and drive deeper Client & GSO Relationships
• Build strong enterprise partnerships across Businesses, Cross Functional Teams, Support Teamsto create impactful solutions and strategies to elevate Client Team’s service and experience
• Partners with Global Operations/Business (GO) to lead outsourced work, identify and drive the global resource strategy, and strong service performance.

Team

Models and develops strong team culture anchored on TKWW’s purpose and culture. Build and maintain an inclusive and connected work environment for a high performing team that thrives on Client’s centricity and innovation. Engage, develop and retain talent through effective talent management practices to be a world class Global Support Operations Team.

Minimum Requirements for this Position (Annex)

• Minimum of 10-12 years of experience in business operations experience
• Superior Communication, customer service and relationship building skills.
• Demonstrated track record of producing significant business results & driving transformational initiatives.
• Networked in the Customer Service/CX industry discipline.
• Ability to inspire and influence large teams and stakeholders.
• Demonstrated project management skills

#LI-

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

​​TKWW’s approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our “new normal”, TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.