Roll Out Management Lead

General Position Summary:
In support of Global Accounts and Managed Services (GAMS) division, the ROM lead is responsible for the project management and coordination of global account roll out, including both in-person, online and blended programs. The ROM lead works as part of Regional Growth operations and collaborates with DCA Sales, Franchisees, Instruction and Product Management functions to ensure seamless design, delivery and consulting engagements. The ROM lead will collaborate with Franchises in leading projects on their behalf. Key roles with which this position will interface are Dale Carnegie Franchise sales representatives, instructional designers, trainers, virtual trainers, virtual producers, assessment and OD specialists, LMS administrators, and other operations and sales staff. This role has the overall responsibility to ensure a quality product is delivered in a timely manner within budget. Customer satisfaction is the number one priority (Franchise and end-customer.)

Essential Duties/Responsibilities (but not limited to):

• Serve as the main point of contact between clients, franchises and delivery team
• Manage strategic account delivery and private live online programs from contract agreement through delivery and own project communication and schedule
• Develop and maintain a project schedule including milestones around content development, program delivery, integration with client software and client/Franchise communication
• Work closely with client, Franchise and Account Manager to coordinate the delivery of quality private Digital and In-person programs and instill confidence in the Franchise and customer
• Work to evolve the Digital and In-person Delivery Processes to keep all team members aware of program details and ensure quality delivery and customer satisfaction
• Maintain all critical documentation within the Delivery Process
• Interface and communicate with Franchise Trainer Coordinators and Digital Instruction team on all logistical aspects of each project.
• Work with Franchise and GAMS team to schedule and manage trainer/customer/franchise meetings pre- and post-delivery
• Debrief with Franchise on program success and customer satisfaction
• Communicate feedback to Sales/Operations/Product Management for continuous improvement
• Maintain Private Program Delivery spreadsheet and host weekly delivery meetings

Key Challenges
• Candidate must be able to handle multiple projects and priorities with confidence.
• Work with geographically dispersed teams.
• Manage expectations of multiple stakeholders.

Qualifications/Requirements:
• Five or more years of relevant experience in managing customer engagements
• Must be self-motivated with a proven track record in project management and client consulting.
• Comfortable in the dynamic atmosphere of a technology based learning organization with a rapidly expanding customer base.
• Candidate must be organized and customer focused, adept at working in a team environment.
• Experience working with an indirect or channel sales model preferred.
• At least 5+ years project management/consulting experience with training or technical product or custom development implementations
• Experience in the Learning Industry and with Instructional Design projects preferred
• Experience in professional services/consulting environment
• Strong presentation, communication and negotiation skills
• Proven ability to manage project schedules and communicate effectively with teams
• Experience working in a virtual team environment
• Strong computer and software skills, ability to learn new software quickly
• Ability to understand the business requirements the drive the customer learning solutions and adapt program deliverables as necessary
• Certification in Project Management Methodologies preferred
• Fluent in English and 1 of the EMEA or APAC key languages
• BS/BA in Business, Communication or equivalent years of professional experience in a relevant field