Position Description: The Director of Operations and Product Fulfillment is responsible for leading and developing SSRN’s Operations, Product Fulfillment and renewal sales teams, to deliver against the needs of key SSRN constituents, including authors, editors, and paying customers. The Director will manage a team of 3-4 direct reports, and an overall team of 20+ full time employees. Individuals and teams reporting to the Director are responsible for the review, and distribution of scholarly papers submitted to SSRN as well as the delivery of saleable products/services to SSRN’s customer base.
In executing the role:
The Director will continuously improve submission and fulfillment processes through Key Performance Indicators (KPIs) and instituting changes through new workflow improvements, operational changes or introduction of new technologies.
The role will hold senior accountability. Alongside the Managing Director, she or he will champion the achievement of business objectives, ensure staff are engaged and developing, systems are operating at the highest levels, and ensure SSRN customers are truly satisfied.
They will embrace the larger Elsevier organization to achieve business objectives. He or she will work outside SSRN’s core teams, to engage Product Development, Marketing, and Sales teams, among other functions, to deliver on SSRN aspirations.
SSRN, an Elsevier company: SSRN is devoted to providing "tomorrow’s research today.” Through its market leading platform, SSRN facilitates free author posting and peer sharing of scholarly research material (e.g., working papers, conference papers, preprints, non-peer-reviewed papers). Similarly, researchers can visit the SSRN platform to freely download and learn about the latest social science research. While SSRN does not charge for the posting and sharing of scholarly papers, it does sell additional value added services, such as the posting of Jobs and Announcements, the showcasing of an institution’s content through the Research Paper Series offering, or productivity enabling premium services.
In May 2016, SSRN joined Elsevier, the world’s leading provider of scientific information and tools to help researchers improve scientific outcomes. Together, SSRN and Elsevier provide ever greater access to the growing user-generated content base, as well as provide additional services to SSRN and Elsevier constituents.
Role responsibilities include, but are not limited to:
Oversee all operations functions; manage a team involved the processing, integrity and compliance of research papers posted on SSRN’s open repository.
Examine and propose potential operational system changes to increase productivity and accuracy.
Bring latest operational technologies and systems engineering to drive operational decision making and performance (e.g. continuous process improvement, Six Sigma, machine learning, or process automation).
Coordinate with Product Marketing teams on opportunity pipelines and forecasts. Establish high levels of quality, accuracy, and process consistency in planning and forecasting. Ensure efforts are integrated with other planning processes.
Work closely with Elsevier’s marketing teams & business development teams to ensure alignment in company goals.
Coordinate with Elsevier’s Marketing partners to deliver qualified leads to SSRN and Elsevier sales teams.
Evaluate the customer order entry processes; Identify opportunities to streamline ordering, fulfillment and invoicing; employ “best practices” to increase efficiencies across the business.
Ensure customer data integrity use by Elsevier and SSRN sales and sales support teams.
Manage sales team involved in selling classified ads and renewals of all SSRN services.
Hire, mentor and develop staff. Establish KPIs for employee performance; create an environment of accountability and excellence among the team. Provide leadership, encouragement and an atmosphere where growth will be expected.
Work closely with SSRN’s Managing Director (MD) on strategic relationships/opportunities and any related business issues which may need to be resolved.
Provide business analysis and guidance to MD and Elsevier as needed.
Provide recommendations to the MD on the optimal deployment of personnel, including changing roles, coverage models, or team configurations in order to maximize productivity.
Deliver analytically driven summaries of business performance and plans to MD and Elsevier upper management.
Be the “go to” person for all business related questions in the absence of the MD.
Minimum of 5 years business Operations Management experience.
Experience with operational systems design and implementation; program and project management.
Experience in automating operational workflow/processes.
Six Sigma designation preferred.
Background working for both large international organizations and start-up businesses preferred.
Demonstrated ability to work collaboratively and resolve conflict across different functional areas in a matrixed organization.
Four-year college degree from an accredited institution. MBA preferred.
Strong financial background, ideally with subscription-based revenue model, though not required.
Strong understanding of CRM systems and analytics.
Track record of leading a team, developing talent, and empowering others.
Strong work ethic and commitment to overall success of the organization.
Experience with OKRs preferred.
Experience in scholarly communication, platform businesses, and/or technology oriented businesses preferred.
Entrepreneurial spirit; problem solver; ability to be flexible in a growing/changing environment.
Positive attitude is a must.