Director, Channel Operations, Partner

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

Job Title: Director, Channel Operations, Partner

Reports To: Vice President, Channel Operations, Americas

Department: Channel Operations

Location: Remote (must be west of the Mississippi and near an airport)

Be a part of our team!

Our mission is Building the Workforce of Tomorrow. Our customers are your neighbours and global citizens aspiring to better themselves, their community, and the world by becoming licensed physicians, lawyers, security traders, financial planners, physical therapists, accountants, and much more.

Overview of the Position:

Test Center Administrators (TCAs) and Test Center Managers (TCMs) serve as the face of Prometric in Test Centers (our storefronts) around the world. They are professionals who have a passion for superior customer service, interacting with customers taking life-changing exams. If you want to make a difference in people’s lives daily, read on, and click here to see the test taker experience.

Prometric employs more than 2,000 TCAs worldwide. These individuals are respected for their ability to lead and control the test center environment (storefront quality). Supporting TCAs, TCMs manage all aspects of the testing facilities, personnel management, and proctor examinations. Supporting TCMs and TCAs alike, is team of District Managers (DMs) responsible for performance of a regionally based portfolio of test centers.

As the Senior Manager, Channel Operations, Partner you will support a team of District Managers (DMs) that support test centers throughout the Americas. Your job as the Senior Manager is to lead through leaders, ensuring Prometric executes against contractual obligations, and internal KPIs and external SLAs.

Mandatory Requirement

Please do not apply if you cannot accommodate the requisite travel, it is non-negotiable.

Travel ~25%. Storefront visits must be conducted at least once per quarter (on your schedule) in addition to 8-10 additional events that Prometric supports (set dates, known in advance). Total travel equates to roughly 50 days per year.

Duties & Responsibilities:

• Execute against Prometric’s internal KPIs for test centers, which includes metrics such as successful delivery of product, customer satisfaction with staff, and others
• Execute against Prometric’s external KPIs for test centers which include on-time starts (think of this as departure time for airplanes as an analogy)
• Ensure staff are equipped with the necessary skills, knowledge, and information to perform their roles to a high-quality standard.
• Manage contracts (legal agreements) for our strategic partners
• Ensure all customers are tested according to Standard Operating Procedures (SOP’s).
• Lead other strategic initiatives, or any other duties, as assigned by management.

Qualifications, Experience & Skills:

• Bachelor’s degree or equivalent work experience
• 3+ years management experience in customer service (e.g., hospitality, retail, etc.)
• Ability to manage and develop talent; showing ability to motivate and inspire others.
• Must be proactive and do everything in the interest of the customer
• Ability to effectively communicate with team members and cross functionally
• Business acumen and an ability to understand and develop operational metrics
• Experience with MS Office, Outlook, Teams, Explorer-web browsing; Copilot a plus
• Demonstrated ability to foster talent (e.g., promotions of directs, making yourself redundant, etc.)

Desirable Experience:

• Preferred experience supporting a distributed workforce.
• Ability to speak proficient Spanish.

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.