Customer Delivery Operations Coordinator

Customer Delivery Operations Coordinator

Job Title: Customer Delivery Operations Coordinator
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2019-12-05 00:00:00
Reference: V-36932
Contact Name: Joanne Finchett
Contact Email:
Job Published: December 05, 2019 14:07

Job Description

Seeking a Customer Delivery Operations Coordinator to be responsible for planning and execution of operational activities for external learning events to deliver flawless execution and event success

The Role:

The key elements of the work include:

The Customer Delivery Operations Coordinator role focuses on coordination, engagement, and stakeholder management to land readiness activities sponsored by the department. In this role you will be working collaboratively with the staff of the department to plan and execute training logistics, coordinate schedules, venues, instructors, and locales for a wide range of trainings, from virtual classroom to large scale in-person learning events with a variety of customer audiences.

  • Partner with the key stakeholders both internal and external to (Account Team Leaders, Training Program Managers, Learning Partners, Customer Learning Representatives) to drive planning, logistics support, and execution to fulfill customer delivery demand and help meet ACR (Azure Consumed Revenue) targets
  • Serve as single point of contact for learning events and skilling plans for stakeholders, partners, and customers to complete all necessary logistics that ensure delivery success:
    • Partner with external supplier to ensure registration landing pages are created in conformity with scope and SLA
    • Management of rosters, including enrollment, wait-list management, and class reconciliation
    • Successful cross-team/org partnership & collaboration to ensure logistic needs are being met in a timely manner
    • Manage registration and invitation process across all learning events to ensure timely and comprehensive communication to customer   
    • Manage coordination of venue/facility sourcing through coordination and engagement with customer representative
    • Purchase and distribute courseware (i.e. content) materials to customers prior to learning events
    • Provide guidance and support as needed for students and instructors throughout the delivery process
    • Manage the exam voucher distribution to ensure timely customer certification
    • Post-event evaluation administration and summary reporting, as needed      
  • Adherence to documented and publicized Service Level Agreements (SLAs) around response times
  • Where necessary and on volunteering, provide onsite delivery support at the training location, maintaining compliance with all policies and procedures and ensuring higher probability of delivery success by ensuring all logistics requirements land properly
  • Provide regular status updates and raise impacting issues to your Team Lead and Time Zone ESI Ops Lead

Selection criteria
Essential criteria

  • Strong English verbal and written communication skills
  • Be process-driven, extremely organized, and detail-oriented
  • Proven operations experience in a customer-facing role
  • Able to deal with ambiguity, be proactive, and drive tasks to closure.
  • Capable of juggling multiple projects at once, actively track pending items, and constantly re-prioritize tasks based on changing business needs
  • Commitment to customer service and team-oriented management of tasks
  • Ability to work with minimal oversight and review and maintain high quality results
  • Solid customer relationship and engagement skills
  • Ability to work collaboratively within an academic community.
  • Proven experience in working across cultures
  • Ability to interpret client and customer needs
  • Proven ability to continually adapt and learn new procedures and software programs
  • Exercise sound judgment, tact, diplomacy, integrity and professionalism in all transactions including communicating and working with confidential and sensitive information
  • Proficient with MS Office (Word, PowerPoint, Excel, Visio, Outlook)
  • Ability to work flexible hours that correspond with client, as needed

Location and Contract Term:

The role is based in Canberra Based, 18 Month Contract

Security Requirements:

Applicants must be Australian Citizens or Permanent Residents

How to Apply:

Applications close 19 December 2019  

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Jo Finchett 1300 944 936 for any further information

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