The Director of Systems & Process, Agency Operations is responsible for the effective configuration, implementation, integration, and on-going support and oversight of all applications, workflows and processes required to manage the day to day business functions of the company. Highly visible position that impacts the balance between the flexibility needed to drive revenue with honoring and overseeing standard agency business processes. The impact of this role influences process efficiencies, business intelligence, internal and external clients as well as vendor relationships.

*This role can be located at our Chicago, Orlando, or Deerfield Beach offices

Responsibilities

• Oversee and manage order management systems that support order entry, billing, integration to Oracle or general ledger system. This position is responsible for coordinating the new installations, upgrades, new product ramp ups.
• Oversee project and job tracking software as it relates to workflow and process improvement.  This position is responsible for the implementation, configuration and application of this tool as it relates to process improvement and communication across departments.
• Manage all aspects of a CRM and lead generation applications. This includes implementation, integration in critical process paths, training, upgrades, reporting, and b2b deployments.
• Provide day to day user support for processes and related workflow applications
• Act as the applications & process liaison to tronc related departments
• Work closely with the Sr. Manager Business Analytics and Director Agency Sales Operations to insure the business and financial requirements are met within the workflows and application configurations.
• Work closely with the Sr. Manager Business Analytics to insure all GL Mappings conform to tronc standards and revenue is reported accurately.
• Maintain all process mapping, configuration and documentation for current and future use
• Develop an in depth knowledge of Conversion Alliance’s core solutions and the processes required to execute
• Develop, deploy and document new processes as the business evolves
• This role outlines and oversees the coordination of company training for Conversion Alliance. This includes onboarding new hires as well as facilitating and coordinating ongoing training for all levels of the organization.
• Responsible for all system training related to order entry, CRM, lead generation, related systems and portals required as a tronc employee.
• Work with the leadership team to identify and prioritize and schedule ongoing training needs for sales and support.
• Manage vendor agreements and relationships, including negotiations, contracts and AP set ups.  Vet vendors, coordinate demos, develop use cases
• Stay abreast of solution trends, best in class, pricing
• Manage the consistent and fair process of securing quotes from vendors related to day to day production needs such as printing.
• Work as a partner with external vendors, supporting the pre and post-sale process
• Maintain pricing tool for turnkey direct response print and digital offerings. This includes vetting any changes in pricing and margin requirements from leadership.
• Working with Technology, maintain and keep updated the Repository site for creative, customer files, collateral material, forms
• Work with Sr. Manager Business Analytics to insure accurate Account Rep relationships for reporting.
• Coordinate the launch of new products and solutions across Conversion Alliance resources as well as required tronc departments as necessary.  
• Lead projects related to system upgrades, development and roll out of new initiatives.
• Lead or participate in projects as assigned.
• Manage a fast paced environment while working across multiple departments, locations and layers within the company. 
• Lead through influence project teams, leadership, sales as required  
• Meet deadlines, milestones on strategic projects as assigned
• Work collaboratively across the organization 
• Stay current with industry events and be proactive to ensure operational excellence
• Represent tronc/Conversion Alliance in key industry related organizations.

Qualifications

• Candidate should have a Bachelor’s degree or equivalent work experience with a minimum of 15+ years professional experience in digital media, agency/publishing operations, product/project planning  
• Prior media experience a plus
• Strong business acumen, attention to detail.
• Excellent interpersonal, verbal, written, and presentation skills required.
• Previous project management experience a plus
• CRM, Oracle experience a plus 
• Excellent Microsoft Office (Excel, PowerPoint, Word) , Visio skills required
• Proven ability to work within a team environment.  
• Ability to exercise good judgment, prioritize and manage simultaneous projects.
• Ability to work across markets and travel up to 10-20% as required.