ACT team members are part of an organization dedicated to an important mission:  Helping people achieve education and workplace success.

Everything we do contributes to this mission, including team member events, professional development resources, community outreach opportunities and a market-competitive benefits program.  Helping team members achieve education and workplace success of their own advances the ACT mission on a daily basis.

You will be joining a cross-functional team that is made up of very knowledgeable and experienced team members who are passionately committed to serving our customers.

We are seeking a Unified Command Center Operations Manager or Senior Unified Command Center Operations Manager to help us fulfill that mission.

Work location:  This position can be remote or, if local to the area, can be remote, on-site 100% or a combination of on-site and remote.  The ACT Headquarters office is located in Iowa City, Iowa.

The Unified Command Center Operations Manager will provide vision and strategy for the Unified Command Center to improve delivery and support throughout Global Operations.  While the position does not have direct reports at this time, the individual hired will work closely with stakeholders across Global Operations and other areas at ACT to provide transparency, foster continuous improvement and inform data-driven decision making.

The Unified Command Center (UCC) is a new function that will provide integrated and effective communication regarding readiness, execution and follow up to a test event and plays a key role in ensuring Global Operations meets the operational and strategic goals by providing customer-centered, quality, and cost-effective end-to-end delivery and support of testing activities.

Position level: The level at which this position will be filled is determined by the qualifications of the finalist.

Operations Manager: requires at least 3 years experience that includes experience and demonstrated success leading, managing and/or building teams or work groups;  playing a significant role in a control center or command center type of  operating model; project/program management and change management experience.

Senior Operations Manager: requires at least 5 years experience that includes experience and demonstrated success leading, managing and/or building teams or work groups;  playing a significant role in a control center or command center type of  operating model; project/program management and change management experience.

The level at which this position will be filled is determined by the qualifications of the finalist.

What you will be working on:

• Direct all support and operational activities of the Unified Command Center, including leading and guiding the cross-functional teams that provide these services and acting as a liaison for Global Operations
• Responsible for monitoring, analyzing, and reporting key performance indicators of the operational delivery of ACT’s Products and Services
• Develop and execute a regular communication plan with internal stakeholders on issues critical to overall operational delivery success, including reporting on vital metrics
• Create, revise, and execute operating procedures for the Unified Command Center
• Implement new processes and reporting to further automate and enhance visibility on key delivery metrics
• Conduct analysis of key performance indicators to drive continuous improvement
• Provide operational oversight of major product and technical incidents

This could be the job for you if you have (minimum requirements):

• At least 3 years (5 years for senior level) experience that includes experience and demonstrated success leading, managing and/or building teams or work groups;  playing a significant role in a control center or command center type of  operating model; project/program management and change management experience
• Technology experience that includes proficiency with tools such as Tableau, Salesforce, advanced Excel skills
• Experience compiling, rolling up, interpreting, putting in a consumable format and sharing out command center reports
• Collaboration – work effectively with individuals inside and outside the organization that includes demonstrated people leadership skills and ability to build and maintain a network of relationships
• Inclusion – actively seeks and engages with diverse perspectives and invites a sense of belonging
• Communication – ability to communicate effectively across all levels in the organization with appropriate balance between IQ and EQ
• Decision making – acts decisively with sound judgement; uses data to analyze options and form opinions; ability to contribute to and set vision for the Command Center
• Innovation – uses creativity and passion to develop and drive  solutions that are new, better, or unique; embraces and promotes diverse perspectives
• Change management – ability to manage change and navigate ambiguity positively in an environment experiencing change at a fast pace; performs well under pressure
• Initiative – uses self-starter approach, ability to multi-task, pro-actively anticipates and acts on information and details needed,self-directed
• Accountability - takes responsibility and follows through on commitments; acknowledges and learns from mistakes without blaming others; recognizes the impact of one's behavior
• Ability to define program goals and roadmaps based on area and customer needs and strategic direction and ensure that committed projects are delivered on schedule
• Ability to pull together various data sources into reports that provide clear communications on delivery insights used for decision making purposes
• Bachelor's degree in business, project management, IT, data analytics or related area of study, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

It’s a plus if you have:

• Experience with call center and or customer satisfaction data analytics
• Experience working in an Agile work environment

When ACT was founded in 1959, it disrupted the assessment industry with a new approach to helping students better understand their readiness so they could take steps to improve it.  By leveraging our expertise and authority in assessment and research, we will again disrupt the industry—helping more people learn, better measure their progress, and improve their navigation through life’s transitions.

More than ever before, ACT is fulfilling its mission of helping people achieve education and workplace success. We’re doing it by pushing the boundaries of learning innovation through the work of our people, who we call team members because we’re all in this together.

We know transformation does not come without challenge. That’s why ACT invests in a variety of experiences for team members to strengthen their connections, explore ideas, learn from customers, and celebrate success.

Learn more about working at ACT at act.org!