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The Bailey Group Careers

Director of Service Operations

POSITION SUMMARY:

The Director of Service Operations is a critical member of The Bailey Group’s leadership team and oversees the Service Operations function of the business. The Director of Service Operations ensures an exceptional client experience is delivered efficiently, consistently and effectively. Understanding the vision of the organization, the Director of Service Operations uses that information to build, streamline, run, and continually improve the core processes of the business, continually working to enhance our service offering to meet market needs.

COMPANY DESCRIPTION:

We partner with CEOs, senior executives, and high potential leaders to help individuals realize their – and their organizations’ – potential. Our unique style combines business acumen, humanistic psychology, neuroscience, and an eclectic blend of leadership insights from academic theory to historical narratives. The Bailey Group’s 30+ years of success is a result of our commitment to excellence and built upon our values of contributing to a greater cause, collaboration, continuous learning, fully invested partnership, maximizing human potential, and authenticity.

At The Bailey Group, we don’t just tolerate difference – we actively celebrate and support it for the benefit of our esteemed employees, the services we provide, and our valued clients. Our commitment to diversity, equity, and inclusion is focused on fostering diversity in all aspects of our business with team members and clients to build a more effective and reflective organization from the inside out.

POSITION DESCRIPTION:

This position is an internal role, responsible for a wide variety of activities including:

Strategic Leadership

  • Leadership team member – Active member of the Traction Leadership Team, providing strategic input to the running of the business and owning the Service Operations function of the business to ensure the organization is meeting its goals (5-year, 3-year, 1-year, quarterly). Owns a new organizational priority (rock) each quarter to continue to drive the business forward. Also responsible for a personal rock each quarter.
  • Strategy – Proactively make suggestions and designs and implements infrastructure to maximize both the delivery of services to clients and the efficient running of the business.

Client Experience

  • Exceptional customer experience – Proactively think about every touch point TBG has with a client and drive forward an initiative to “wow” clients and prospects at every step of the interaction. Create a consistent, high-quality client experience for all clients that interact with all areas of TBG.
  • Ensure TBG stays relevant – Make sure Service Operations department has all the tools it needs to run smoothly and deliver a consistent, exceptional client experience.

Product Development and Management

  • Product development and proactive innovation – Lead product development and go-to-market strategy and execution. Be in tune with the needs of clients and target market and competitors’ offerings. Work closely with subject matter experts and Relationship Managers to develop new products and services to meet target market needs. Work with Sales and Marketing to launch new products to the marketplace.
  • Continuous improvement – Proactively drive continuous review and improvement of firm’s current product offering to ensure TBG is meeting client and target market needs and updating materials.

Professional Staff Management

  • Manage the professional staff – Oversee Variable Labor Staff (Adjunct Consultants and CEO Advisors). Continue to make proactive enhancements to Variable Labor programs, thinking strategically about keeping Variable Labor engaged.
  • Anticipate and plan for turnover – Continually evaluate the breadth and depth of current bench of variable resources and consistently fill bench as needed to ensure we have adequate expertise to tap into to deliver our annual revenues, anticipating turnover and looping in HR as needed.
  • Design CEO Advisor Program 2.0 – Strategically build a proposal for CEO Advisor Program 2.0 taking into account our entire Variable Labor resources and how we will continue to attract, retain and continually replace behavioral science and business acumen talent.
  • Quality control – Oversee the quality of work being provided by working closely with Service Providers and regularly reviewing Measurement of Impact and Satisfaction scores. Accountable for ensuring all client-facing TBG members are delivering on our promise, exceeding client expectations.
  • Continuous education – Manage and resource ongoing training and development to ensure our bench of professionals stays sharp, continually growing and developing. Ensure TBG provides value to our Variable Labor through this investment in their growth and development.

Resource Engagements

  • Resourcing process – Primary point person to resource new engagement. Utilize TBG’s resourcing process, partnering with Relationship Managers and clients to understand client need, checking in with Service Providers and facilitating a warm hand off to plug Service Providers into engagements.
  • Build and maintain scorecard – Take inventory of our current Service Providers and build a scorecard detailing the breadth and depth we have as an organization by Service Provider to assess the different industry experiences / skills / personalities that exist. Utilize this scorecard in resourcing process. Identify and proactively recruit for gaps that exist.
  • Manage capacity – Manage the capacity of Service Providers, employing utilization statistics pulled out of Salesforce. Understand what all Service Providers have on their plates and how they are tracking against utilization goals at any given time (red, yellow, green).

Client Retention and Profitability

  • Manage profitability of engagements – Pull data from Salesforce and time tracking software to analyze profitability by engagement, product, account, and Relationship Manager. Ensure firm is hitting gross margin target. Find ways to increase profitability as needed and continually deliver more value to high-profitability accounts. Use this knowledge in client retention strategies and product development and management.
  • Client retention – Design a client retention program that meets TBG’s revenue goals. Oversee the risk analysis process and use that data to proactively find ways to attend to high-risk issues. Track the number of engagement cancellations and contracts that are put on hold against targets.

Operational Excellence

  • Efficient and effective operations management – Understand the business’s overall goals and objectives and use that information to operationally run the business successfully. Analytical thinker, effective communicator and efficient with execution.
  • New initiatives / project management – Spearhead new initiatives for the firm, owning the project management component and seeing the project through to completion. Ensures projects are completed on time, within scope, and that all necessary stakeholders are receiving regular communications.
  • Core processes – Lead identification and documentation of TBG’s 5-7 core processes, continually working to refine and make proactive enhancements to these processes.

Resource Management

  • Service delivery support resource management – Manage team members that provide support to Relationship Managers and Service Providers (Consultants). Ensure Consultants are getting what they need to fulfill engagements including the following support: administrative, calendar management and scheduling, event planning and preparation, material production, expense reimbursement and making travel arrangements. Provide and appropriately resource project management component of complex client engagements including Board Evaluation and Development, Leadership Team Development and Virtual Facilitation service offerings.
  • Engagement management and resourcing – Develop and manage the technology and resources to effectively monitor: client engagements for Consultants, the new client welcome and intake process, ongoing client communication, data analysis, research, and material development.
  • Capacity and utilization – Manage internal capacity management tool and oversee the utilization of our Service Providers (Consultants), including setting appropriate utilization goals, overseeing the ongoing use of individuals, and informing resource assignment on new engagements.

Pricing and Contracting

  • Pricing – Understand the inputs of pricing and can use the pricing template to calculate pricing accurately and reliably. Manage the pricing process to maintain consistent pricing standards.
  • Contracting – Oversee the contractual arm of the business, including the Statement of Work (SOW) lifecycle and contract renewal process. Make continual enhancements to contracting processes and materials to enhance client experience and increase revenues.

Business Systems Administration

Leverage technology systems to streamline work and enhance client experience. Anticipate needs, proactively make recommendations, and implement system and process improvements.

  • Measuring impact and satisfaction survey – Responsible for TBG’s proprietary Impact and Satisfaction measurement tool which gauges the impact and satisfaction of client engagements to help ensure clients are capitalizing on their investment. Drives the development, implementation, and execution of the Measurement of Impact and Satisfaction Model 2.0. Ensures continued enhancement in terms of data capture, interpretation, and follow up.
  • Client technology – Oversee the technology systems that supplement client engagements and the internal administration and backend logistics.
  • Salesforce – Have knowledge of Salesforce or comparable customer relationship management tool to create, analyze, and present data that informs strategic business decisions. Oversee the primary system administrator for Salesforce.com who handles all basic administrative functions including creating reports, converting leads into prospects, and creating and updating opportunities as they flow through the pipeline. Oversee and resource training for new users. Define and document sales pipeline definitions, communicate expectations of users and be accountable for data quality.
  • Acuity / scheduling software – Oversee scheduling team, ensuring they have the necessary tools to streamline scheduling. Have a basic knowledge of our scheduling software.
  • ClickTime / time tracking software – Ensures Consultants’ time is being tracked to supply Finance with engagement inputs (time spent fulfilling contract) and profitability.

Critical success factors for this position: strong attention to detail, strategic thinking, self-management, an ability to lead and hold others accountable, project management skills, organization, follow through, relationship building, collaboration, flexibility, prioritization, time management, an ability to produce high-quality client deliverables on time and within scope. 

This position oversees the Consultant and Client Support Specialist and professional staff (Adjuncts (5) and CEO Advisors (3)) and reports directly to the Chief Operating Officer.

ACADEMIC AND PROFESSIONAL QUALIFICATIONS:

  • Bachelor’s degree required
  • 7+ years professional experience working in/with at least two of the three following areas:
    • Human Resources, Organizational Development, Talent Management
    • Product Development and Management
    • Operations
  • Experience leading a staff of seasoned professionals
  • Quick learner with great comfort investigating, learning, and implementing new pieces of technology
  • Strong analytical and data-driven decision-making abilities
  • Exceptional written and verbal communication skills
  • Experience with Traction (entrepreneurial operating system) is a plus
  • Systems experience
    • Experience working Salesforce or comparable CRM; working knowledge of how to create reports, pull and organize data to inform strategic decision making

OTHER INFORMATION:

  • Full-time, salaried (exempt) position
  • Eligible for health care benefits, SIMPLE IRA contribution match

At The Bailey Group, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

To apply for this position, please send your resume and cover letter to careers@thebaileygroup.com.

Consultant & Client Support Specialist

POSITION SUMMARY:

The Consultant & Client Support Specialist is a critical member of The Bailey Group’s Service Operations team and manages the day-to-day operations of the business, understanding the vision of the organization and using that information to meet and exceed consultant and client needs efficiently, consistently and effectively. The Consultant & Client Support Specialist will be responsible for managing the details that go into client engagements including pricing, contracting, engagement management, and administrative support.

COMPANY DESCRIPTION:

We partner with CEOs, senior executives, and high potential leaders to help individuals realize their – and their organizations’ – potential. Our unique style combines business acumen, humanistic psychology, neuroscience, and an eclectic blend of leadership insights from academic theory to historical narratives. The Bailey Group’s 30+ years of success is a result of our commitment to excellence and built upon our values of contributing to a greater cause, collaboration, continuous learning, fully invested partnership, maximizing human potential, and authenticity.

At The Bailey Group, we don’t just tolerate difference – we actively celebrate and support it for the benefit of our esteemed employees, the services we provide, and our valued clients. Our commitment to diversity, equity, and inclusion is focused on fostering diversity in all aspects of our business with team members and clients to build a more effective and reflective organization from the inside out.

POSITION DESCRIPTION:

This position is responsible for a wide variety of activities including:

Office Management

  • Own the front office experience for all clients and guests. As the first face our visitors encounter when they enter our establishment, you must be friendly, informative, and welcoming
  • Manage relationships with vendors and suppliers, including but not limited to facilities, IT, printer/copier maintenance, and manage office supply stock
  • Gracefully field and direct phone calls, inquiries, and respond to urgent needs
  • Light administrative work including proper mail distribution, depositing checks and mailing items as needed

Executive Assistance

  • Support both the CEO and Principal Consultant to ensure they have everything they need to deliver on engagements and fulfill their sales and service operations duties
  • Meet with the CEO and Principal Consultant regularly to understand their book of business and what needs to be scheduled, planned, created and coordinated
  • Responsible for proactively reviewing calendars, directing the Office Manager to schedule appointments and make travel arrangements for CEO and Principal Consultant as needed, and ensuring consultants have enough worktime scheduled to deliver on ongoing projects
  • Create tangible deliverables that go into service delivery including client-facing materials, templates, graphs, charts, PowerPoints, compiled assessment / survey results, visual elements, etc.
  • Provide administrative support for tasks such as: taking client or staff meeting notes, proofreading reports, drafting emails, inputting time into time-tracking tool and special projects as capacity permits

Engagement and Project Management

  • Oversee and execute on the operational processes that go into fulfilling client engagements including our proprietary impact measurement tool SAMM™, the contracting process, and the assessment and survey administration processes
  • Own the client sheets to understand how client engagements are progressing, reviewing them regularly with both the consultants and the scheduling resource, proactively prepare consultants for renewals
  • Work with clients and event-site vendors to ensure consultants have everything they need at third-party sites for presentations, facilitated team sessions, speaking engagements
  • Create project plans for complex engagements detailing the timeline with specific deliverables. Oversee the scheduling and monitor the progress on engagements, seeing all projects through to completion while keeping all key stakeholders informed

Pricing and Contracting

  • Act as the primary point of contact for pricing engagements using the firm’s standard pricing worksheet and tools to calculate pricing for complex engagements, supplying consultants and CEO Advisors with pricing for client Proposals and Statements of Work (SOWs)
  • Calculate compensation and commissions for contracted consultants when applicable
  • Create, edit, send and manage electronic SOWs
  • Approve CEO Advisors and Adjunct Consultant billing worksheets and process for payment

Business Systems Administration

  • Salesforce – make updates to Customer Relationship Management (CRM) tool. Input leads, contacts, activities, tasks; create reports, create and pull sales reports, create and update weekly scorecard; update monthly renewal report, update opportunities as they travel through the pipeline, close business, etc.
  • ClickTime – input new client accounts, engagements and consultants’ time into time tracking tool
  • Question Pro – create, manage, administer surveys, generate reports and analyze survey data
  • Eloomi – be administrator to our Learning Management System (LMS) tool to set up new accounts and assign work
  • Analyze procedures and problems in order to automate and improve existing processes

Critical success factors for this position: proactive, sharp, strong attention to detail, self-management, project management skills, organization, follow through, relationship building, collaboration, flexibility, prioritization, time management, an ability to produce high-quality client deliverables on time and within scope.

This position supports the CEO, Principal Consultant and, as needed, our professional staff of CEO Advisors (3) and Adjunct Consultants (6); reports directly to the Director of Service Operations.

ACADEMIC AND PROFESSIONAL QUALIFICATIONS:

  • Bachelor’s degree required; Business, HR, Operations, Communications, or related field.
  • 2+ years professional working experience
  • Quick learner with great comfort investigating, learning, and implementing new pieces of technology
  • Exceptional written and verbal communication skills
  • Experience in a professional services environment a plus
  • Project Management experience a plus

Competencies and Characteristics

  • Strong interpersonal skills and an ability and willingness to partner and serve as a team player
  • Proven capacity for building strong relationships with teammates, clients, vendors and stakeholders
  • Demonstrated ability to exercise independent judgement based on knowledge of the business and client relationships
  • Proactive, self-motivated, high initiative, self-starter, willing to accept new challenges and able to work with and without direction
  • Strong time management skills with the ability to establish and execute priorities, manage multiple projects, and maintain good follow-through skills
  • Operates with a sense of urgency with quick turnaround
  • Excels at working in support positions behind-the-scenes, ensuring nothing falls through the cracks and the details are consistently handled
  • Excellent verbal and written communication skills, suitable for internal and external client audiences.
  • Proficiency in Windows OS and Microsoft Office Suite is required. Highly competent with Microsoft Word, Excel and PowerPoint

OTHER INFORMATION:

  • Full-time, salaried (exempt) position
  • Eligible for health care benefits, SIMPLE IRA contribution match

At The Bailey Group, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

To apply for this position, please send your resume and cover letter to careers@thebaileygroup.com.

Think You’ve Got What It Takes?

If you pride yourself on taking initiative and being proactive; get satisfaction out of blowing away expectations; are motivated by putting your skills and talents to use in a service-oriented environment; are driven by continual growth and development; and are eager to add value and contribute to a team of ethical, sharp and committed individuals – REACH OUT. We’d love to learn more about you.

CONTACT

Phone: 763-545-5997
M–F: 8:30 a.m.–4:30 p.m.
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ADDRESS

4800 Olson Memorial Highway
Suite #225
Minneapolis, MN 55422
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