Head, Enterprise Health, Service Operations & Support (E1)

Summary

The Head of Enterprise Health & Support is a member of the Business & Technology Solutions (BTS) senior leadership team, driving a transformational technology and data strategy in how Save the Children makes a difference in over 100 million children’s lives per year in over 100 countries through four program pillars: Healthy Start in Life, Safe Back to School and Learning, Live Free from Violence, and Safety Nets and Resilient Families. The goal is to triple impact, enabled by growing supporters from 1m to 3m and funding from $950m to $1.1b across these five Digital & Data initiatives:

• Program Impact: Increasing program evidence and high revenue funding by moving from "difficult to know what works and doesn't work" to "sustainable program growth and impact"
• Movement of Millions: Increasing supporters and mass market engagements and actions by moving from "generic and point-in-time supporter transactions" to "personalized and engaged supporter relationships"
• Operations Optimization: Increasing staff productivity by moving from "manual and inefficient processes and usability" to "automated and streamlined processes and usability"
• Employee Experience: Increasing employee engagement by moving from "confusing collaborative tools and employee processes" to "an intuitive digital workplace and employee processes"
• Component Architecture: Increasing speed-to-market by moving from "fragmented technology and disconnected data" to "integrated technology and connected data"
  
  

Role

The Head of Enterprise Health, Service Operations & Support has primary accountability for the transformation, strategy, execution, and performance of User Self-Service Support (level 0), Help Desk (level 1), Application Health & Support (direct level 2 and level 3), and Data Health & Support (indirect level 2 and level 3). The scope of the role includes supporting 1,700 Save the Children employees across 100+ applications with a majority of time spent on:

• Service Desk & Deskside Support: Laptops, Desktops, Email, Distribution Lists, Network Accounts
• Existing Support: Agresso, Blackbaud CRM, Luminate Online, AEM, etc
• New Support: Salesforce CRM, Marketing Cloud, Customer Data Platform, Drupal, and others the be named as the portfolio evolves.
• Employee Experience & Workplace Productivity
• Infrastructure & Cloud Operations & Engineering (Service Operations)
  
  

The scope of the role also includes partnering with 30 Save the Children Association members (countries), collaborating with Save the Children International (SCI) subsidiary (5 Regional Offices, 50+ Country Offices), executing work across 100+ countries, and impacting 100+ children’s lives per year.

Business Expertise/Acumen

What You’ll Be Doing (Essential Duties)

• Apply in-depth experience to transform user support across a complex enterprise environment
• Leverage best practices and knowledge of internal and external issues to improve user support
• Apply in-depth expertise regarding how user support integrates with other divisions across the company as well as across Save the Children Association countries and Save the Children International (SCI) regional/country offices
  
  

Leadership Impact

• Lead the Enterprise Health & Support function which includes two units: Service Desk and Applications Support with two indirect units. Over 30 staff both in the US and abroad and a portfolio of third parties collaborate to achieve the department’s goals.
• Develop user support transformation approach, strategic plans, operational execution, and performance metrics
• Clearly communicate organization, division and department priorities, and how team members’ work contributes to our mission, ensuring that the working environment continually fosters diversity, inclusion, and belonging – supporting Save the Children values
• Train, develop, coach, lead, and supervise staff, clearly communicating organization, division and department priorities, and how their work contributes to our mission, ensuring that the working environment continually fosters diversity, inclusion, and belonging – supporting Save the Children values
  

Problem Solving

• Evaluate key user support business and organizational challenges
• Solve complex user support transformation, strategy, execution, and performance problems
• Direct the development of new innovative user support solutions and/or take a new perspective using existing user support solutions
  
  

Interpersonal Skills

• Influence and negotiate, internally and externally, with great latitude on user support outcomes
  
  

Required Qualifications

• Minimum of a Bachelor Degree or equivalent experience, plus at least 15 years of relevant experience
• Proven success leading enterprise user support transformation, strategy, execution, and performance
• Required user support experience: Salesforce CRM, Marketing Cloud, Customer Data Platform
• Professional proficiency in MS Office suite
• Professional proficiency in spoken and written English
• Demonstrated ability to communicate and collaborate effectively with individuals and teams at all levels, both internally and externally
• Demonstrated commitment to fostering and maintaining and environment of diversity, inclusion, and belonging.
  
  

Preferred Qualifications

• Preferred user support experience: Agresso, Blackbaud CRM, Luminate Online, Adobe Experience Manager, Drupal
• Preferred combination of for-profit and non-profit (global federated model) user support experience
  
  

Compensation

Save the Children is offering the following salary ranges for this position, dependent on candidate location:

• Geo 1 - NY Metro, DC, and other locations with labor costs significantly above national average: Target Salary for this position is $188,700 – $210,900 base salary
• Geo 2 - Locations around the US National Labor Cost Average: Target Salary for this position is $171,700 – $191,900 base salary
• Geo 3 - Locations significantly below the US National Labor Cost Average: Target Salary for this position is $154,700 – $172,900 base salary
  
  

The salary ranges listed above are for US based candidates. For candidates located outside of the US, salary ranges will be based on the salary scales of the local employer of record.

Actual base salary may vary based upon, but not limited to, relevant experience, base salary of internal peers, business sector, and geographic location (more information on job structure is available here). Employee may be eligible for an incentive program. Save the Children US also offers outstanding benefits that include health, dental, vision and life insurances, short-term and long-term disability coverage, an Employee Assistance Program, a retirement savings plan with employer contribution, paid vacation leave, safety & wellness leave, family leave, parental/adoption leave, caregiver leave, and much more.

About Save The Children

Save the Children believes every child deserves a future. In the United States and around the world, we give children a healthy start in life, the opportunity to learn and protection from harm. We do whatever it takes for children – every day and in times of crisis – transforming their lives and the future we share.

Our work for children and their families requires that we commit—at every opportunity—to work together to identify and dismantle persistent systemic and structural racism, inequality, and any other forms of discrimination in this country and beyond. As an anti-racist organization, Save the Children will not tolerate discrimination in any form—in our employment practices, amongst our staff, in our leadership or toward the people we serve. We stand in solidarity with all people to fight for equal rights, justice, inclusion, and belonging.

Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom we are in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse.

Save the Children is committed to minimizing safety and security risks for our valued employees, ensuring all are given training, support and information to reduce their risk exposure while maximizing the impact of our programs for children and families. Our shared duty, both agency and individual, is to seek and maintain safe working conditions for all.