Director of Operations

Job Description

We have an exciting new opportunity for a Director of Operations within our ResearcherServices department. Reporting to the Managing Director of Researcher Services this role will be responsible for building an operational model to deliver Open Research at scale, increase capacity and efficiency across existing processes and monitor, control and establish continuous improvement across Researcher Services operations.

The Director of Operations will enable business growth in areas of untapped potential, lead end to end publishing operations for Researcher Services within Taylor &Francis and be accountable for planning, development and execution of those processes, ensuring that content is published within set deadlines, scope and budget.

• Define and implement an operational framework across T&F Researcher Services operations using robust, data-driven, and increasingly automated digital process management
• Design and build new scale operations in primarily in Open Research and subsequently across the Researcher Services business for delivering services at the volumes and levels of service required to deliver against agreed strategic plans
• Measure, benchmark, monitor and improve customer satisfaction levels
• Own the operations customer satisfaction process and develop customer feedback mechanisms to continuously improve customer satisfaction levels
• Contribute to long-term planning and development, including initiatives geared towards operational excellence and efficiency, and towards innovations in scholarly publications
• Own, identify pain points and continuously improve service delivery architecture
• Set and deliver against continuous improvement targets in order to beat budget objectives (working closely with the central Continuous Improvement team in Operations
• Create and own the 'single source of truth' for reporting on KPIs relating to Operating Plan initiatives, including both numerical KPIs and milestones
• Create and own 'single source of truth' for reporting on operational efficiency measures
• Define and deliver on vendor policy on SLA based operational excellence
• Perform a leading role in the annual budget and forecasting, liaising closely with colleagues within Finance and Content team and in other departments as needed

Qualifications

• Be highly credible, with a proven track record in heading operations, implementing change and implementing process delivery excellence for global business
• Have a process delivery mindset and worked on projects with focus on service delivery
• Have significant experience in managing budgets and P&Ls
• Experience in lean Six sigma/process improvement methodologies
• Experience/understanding of academic publishing
• Have extensive and proven track-record of utilising technology to improve operational Ability to drive a culture of high performance, curiosity and continuous improvement
• Provide appropriate coaching and development
• A positive role-model for the organisation’s culture and values across the group and with interactions across the company and externally
• Strategy Development and implementation – long term strategy and forecasting
• Lead a robust and inclusive team that is engaged and passionate about delivering excellence in in service delivery and in publishing services globally
• Lead a data driven team to deliver against measurable KPIs

Additional Information

• Competitive salary
• Ample paid time off
• Sick time
• Medical & vision benefits
• Volunteering days per year
• Day off for your birthday
• 401(k) match
• Flexible working schedule
• Seasonal social and charitable events
• Training and development

• You must have the right to work and live in United States

• This role is based in Philadelphia, although remote candidates will be considered for the ideal candidate on the east coast of the US. The east coast allows the most overlapping hours to work with colleagues across the UK and wider Europe

• Domestic and international travel to T&F offices may be required

At Taylor & Francis we care about our colleagues, promoting work-life balance, wellbeing and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about.

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.