Job Title: Program Manager, Operational Readiness & Support (ORS)

Location: Remote

Who We Are

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students’ potential and extend teachers’ capabilities. HMH serves more than 50 million students and 4 million educators in 150 countries. For more information, visit www.hmhco.com.

What you’ll do

ORS Program Manager is responsible for providing project management and business analysis support for run the business initiatives managed by the Customer Fulfillment Services ORS team. This role will help drive improvements to the process and business applications supporting our Customer Service agents by providing the agent and customer perspective in a well-articulated manner that clearly identifies the agent/service/technology challenges and the impacts of these on customer satisfaction to the business; leading projects to manage the efforts to enable iterative and long-term changes to improve that satisfaction. This role will interface with groups across the HMH value chain.

We are looking for exceptionally strong organization and project management skills; paired with the ability to succinctly articulate what HMH Customer Fulfillment Service teams need in best support of world class care for our valued customer base.

Primary Accountabilities:

• Build strategic and collaborative relationships with stakeholders across all levels of the organization to enable an understanding / ability to articulate impacts within the value chain boxes relative to customer experience projects ORS is managing.
• Develop and maintain accurate process flows and project-related documentation/artifacts in conjunction with the ORS project team.
• Provide detailed analysis of where problems exist, enabling the project teams to formulate business solutions to resolve specific solutions to address prioritized gaps.
• Build plans for UAT/UET into projects and partner with individual(s) responsible for UAT/UET testing.
• Partner with Operations Training to ensure the appropriate level of detailed information is available for handoff to the training coordinators for delivery and to ensure timelines for training are understood and agreed upon allowing effective mapping to a schedule for all teams and deliverables.
• Partner with Customer Fulfillment Services leaders and process owners to ensure timely communication and operational readiness of the HMH customer support teams.
• Partner with appropriate stakeholders on data analysis, case analysis and business process mapping in order to identify and quantify inefficiencies which can be improved through people, process, and technology considerations.
• Generate dashboards, presentation slides, and reports providing operational plan updates to support management and various levels of HMH.
• Participate in analysis workshops to understand opportunities for process improvement and working with subject matter experts, define path to promote and address findings, effectively packaging needed course corrections with communication strategies.
• Act as a Champion for the customer experience and satisfaction in the HMH product and service suite.

What you’ll need

• Bachelor's degree or equivalent.
• 3-5 years of experience as a Project Manager or in a similar role.
• Excellent verbal, written, and presentation skills. Proficient with Microsoft Office, Excel, PowerPoint, Visio, Project, Miro, and Smartsheet.
• Strong interpersonal skills, able to collaborate effectively with others.
• Exceptional organizational and time management abilities. Capable of troubleshooting issues and consistently following up.
• Expertise in project management, business analysis, process improvement, and change management. Consistently meets deadlines and ensures timely project completion.
• Skilled in initiating meetings, planning agendas, gathering requirements, suggesting improvements, and presenting results.
• A strong team player who can work across the organization to achieve project goals.
• Experienced in managing multiple projects successfully in a complex and rapidly changing environment.

Salary Range - 90k – 98k annually.

Application Deadline:

The application window for this position is anticipated to close on January 12, 2025. We encourage you to apply as soon as possible. The posting may be available past this date but is not guaranteed.

HMH is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, family status, marital status, pregnancy, gender identity, ethnic/national origin, ancestry, age, disability, military status, genetic predisposition, citizenship status, status as a disabled veteran, recently separated veteran, Armed Forces service medal veteran, other covered veteran, or any other characteristic protected by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity. We actively participate in E-Verify.

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