Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.
Xerox Learning Solutions provides a complete suite of Learning solutions including expert instructors, trainers, and facilitators to implement client initiatives, as well as logistics coordinators and trained schedulers to make training programs run smoothly and efficiently. Our Global Competency Centers are global shared pools of similarly skilled resources to support the architecting and delivery of Learning Solutions.
POSITION DESCRIPTION: Director, Instructor Resource Management Global Competency Center
*Job Summary*
The Director, Instructor Resource Management Global Competency Center is responsible for the overall development, creation, direction and leadership for the Instructor Resource Management offering. This individual has global responsibility for strategy, process standardization, delivery excellence, innovation and continuous improvement.
*Key Responsibilities*
* Resources - the Director is responsible for providing just in time resources to support both current and new client opportunities. This individual will collaborate with business partners to understand client requirements and architect solutions. The Director will mentor, guide and build a high performing global team through strong vision, communication and leadership.
* Process Strategy and Standardization - the Director is responsible for defining the delivery strategy for the competency center and communicating this strategy to accountable business leaders. This individual will define processes and drive standardization.
* Finance - the Director is responsible for ensuring proper pricing and standard delivery processes are included in each proposal response. The individual is also responsible for evaluating the current cost model, identifying optimization opportunities and managing utilization.
* Revenue Growth - the Director will work with business partners on client pursuits when needed and educate internal colleagues on current and growing solutions. This individual will work with the Solutioning Team to craft the appropriate strategy and validate the use of standardized delivery processes and approaches.
* Delivery Excellence - the Director is responsible for developing and deploying the appropriate processes, procedures and workflow to support solution delivery and SLA achievement; as well as ensuring all corporate policies are adhered to and proper authorizations received.
* Innovation and Continuous Improvement - the Director, in conjunction with marketing, sales and other GCC Leads will validate and benchmark current solutions to ensure relevancy and look for market opportunities to grow the service offering with the Capability Leads.
*Qualifications*
* Bachelor’s degree is required. In lieu of degree, four years equivalent experience and personally acquired knowledge is required.
* Five or more years of experience in the learning industry, providing exemplary customer service to individuals and organizations, equivalent customer service experience consideration.
* Seven or more years of experience in management within the learning industry or comparable industry. Managing teams of 15 or more people in all phases of the delivery life cycle (initiate, perform, close, and operate).
* Thorough understanding of customer service concepts and implementation techniques. Knowledge of budget to actual comparisons and calculations. Thorough understanding and usage of all communication techniques.
* Proven record of providing superior customer service to individuals and organizations. Demonstrated ability to add value to customer interactions.
* Demonstrated ability to develop team members through coaching and mentoring. Develop effective relationships with customers and members of other internal departments. Demonstrated leadership abilities.
* Ability to demonstrate effective decision making techniques.
* Travel up to 25%, as needed
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Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to accommodations@xerox.com .
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**Job:** *Service Delivery Operations*
**Organization:** *Learning*
**Title:** *Director, Instructor Resource Management Global Competency Center*
**Location:** *Washington-Seattle*
**Requisition ID:** *16024509*
**Other Locations:** *United States-Michigan-Detroit*
**Virtual/work from home?** *Yes*