Associate Director of Optimization

About the role

We are looking for an Associate Director of Conversion Services to help maintain ConversionTeam’s status as an industry leader. In this position, you will assist the Director of Optimization in maintaining ConversionTeam’s status as an industry leader, working closely with the Director on client results, profitability, staffing, resource management, workload planning, budget management, business development, product development, and more.

Responsibilities

• Ensures client teams are planning and implementing client strategies to meet client goals for results.
• Supports Sr. Analysts in creating client roadmaps, identifying client goals, and ensuring results are achieved.
• Occasionally reviews clients’ goals to ensure their expectations and results are being achieved.
• Works with the team leaders of Analysts and Sr. Analysts to continuously improve service models and client results.
• Manages Client Survey follow‑up, including, if necessary, developing a plan for improvement for any clients that gave a rating of 7 or lower.
• Manages the staffing needs as necessary.
• Completes the quarterly conversations for all ConversionTeam members.
• Provides continuous feedback to team members on their performance.
• Addresses performance issues of the ConversionTeam staff members and sets up a plan for resolution.
• Identifies opportunities for staff advancement (raises and/or promotions).
• Works with individual staff members to set technical and training goals.
• Completes resource planning for upcoming months and new clients.
• Identifies internal ConversionTeam projects that staff members can work on to keep at company standard billing capacity.
• Works with team members to ensure that their tasks can be completed on time and to the company’s expectations.
• Re‑allocates work as appropriate based on feedback from the team.
• Assists in identifying when new team members might be needed as a result of:
  • Reaching or close to max department capacity
  • Skills gap in the team
  • Specific team member performance
  • Incoming potential clients