Team Lead, Global Delivery Operations

The Team Lead plays a crucial role in leading, managing, and mentoring team members ensuring consistent knowledge of external and internal stakeholder expectations to provide effective and efficient execution in program deliveries. As a representative of operations leadership, the Team Lead will help support organizational efforts with cross-functional partners with an operational lens. This position is responsible for overseeing the understanding and adherence of operations and processes, aligning team members to the strategic goals and objectives of the Global Operations team, infusing a client-centric mentality, and ensuring talent development and deployment, and overall process understanding and compliance. This role is an integral part of the Global Operations team, collaborating on and delivering against outstanding operations strategy in service of CCL's mission. This role requires a strong emphasis on people leadership, with a maximum of 25% focused on individual program execution.

• Provide daily direction to team members including training, work assignments, and problem-solving.
• Develop and mentor staff, providing guidance on how to perform various tasks and navigate the organization.
• Facilitate regular check-ins with team members to offer support and ensure a high level of performance.
• Ensure team members are knowledgeable and accountable for CCL's processes, procedures, and systems.
• Responsible for the hiring and onboarding of team members when needed.
• Create and reinforce an environment of teamwork and team building within the Operations Delivery team.
• Perform the team appraisals, reviews, and development plans as well as participate in the Talent Review to represent and give input about the team.
• Works with subject matter experts across CCL to ensure Event Producers have the most up to date information.
• Work with Manager to support and enhance relationships within the global local framework and with cross functional partners.
• Act as a thought partner with Manager to present concepts and solutions for continued improvement to appropriate leaders within the organization.
• Collaborate cross-functionally, support, and communicate leadership initiatives and strategies that impact the team.
• Navigate and lead the team effectively through change, demonstrating resilience and a positive attitude. Facilitate open communication, encourage adaptability, and ensure team members understand the reasons for change and their role in the change process.

Operational Delivery Planning

• Responsible for local team assignments and coordination with global counterparts for global assignments.
• Accountable for scheduling Event Production talent at the local level, ensuring individual capabilities align with client needs, account complexity, and other pertinent requirements.
• Manage an easily accessible master assignment calendar, adhere to established scheduling protocol, and provide utilization data.
• Leverage talent capability data when allocating resources to client programs to ensure fit and client consistency.
• Address resourcing issues by reallocating resources or appointing additional staff.
• Collaborate with other resourcing staff to establish alignment and consistency, aiming to create uniform processes and experiences for internal customers, and promoting proactive rather than reactive scheduling.
• Keep up-to-date knowledge of Event Production resources, CCL portfolio, and product offerings.

In Person Delivery Logistics

• Works with other key stakeholder groups to prepare all needed materials and supplies for events.
• Coordinates project logistics including room setup and breakdown, experientials, AV equipment and other technology used in program. Serves as the logistical liaison for participants and the delivery team.
• Communicates regularly with delivery team to provide status updates and to highlight potential issues.
• Analyzes participant data for peer and coaching feedback assignments and/or participant groupings based on program criteria.
• Serves as principal day-to-day contact for the delivery team during delivery. Responsible for in depth knowledge of operating procedures for tablets, PC equipment, multiple databases, and proprietary systems.
• Responsible for program closure, participating in debriefs, documenting quality issues, ensure 100% evaluation completion, breakdown physical classroom space, return unused inventory, process and email evaluation report to delivery team, resolve and close out any open participant issues (e.g., request for a new coach, assessment rescore, emailing specific documentation, etc.).

Virtual Delivery Logistics

• Participates in program rehearsals as needed for Live Online deliveries.
• Transforms live online training into a trouble-free, fast moving, interactive event that keeps learners involved and the facilitator on track.
• Sets up the virtual classroom, ensures session is launched prior to event start time, and makes certain participants have the correct information to get into the event.
• Troubleshoots technical issues behind the scenes while the facilitator keeps the flow of the course moving forward.
• Monitors chat window and answers questions that might arise. Alerts facilitator of questions requiring their attention/response.
• Manages breakout rooms to ensure everyone is on task during activities and keeps time checks with facilitators.
• Create and launch polls, whiteboards, and manage any other interactive tools needed in the event (including 3rd party tools).

• Business & Financial Acumen: Understands project financials, analysis, and performance metrics; ability to analyze and reconcile financial variances; know and understand how to drive client value; ability to prioritize the work; balances decisions around client needs, internal needs, and account
• Process Discipline: Understands process as critical to consistent client satisfaction. Always conscious of the processes and procedures; holds team accountable to process; reports process conflicts and/or issues; is accountable for the results of their actions (good or bad); take ownership to shows others that they can trust you to do the right
• Critical Thinking & Sound judgement: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Knows when to ask for help or clarify Identifies and implements solutions to problems.
• Exemplary Communication Skills: Listens, speaks, and writes clearly and consistently for maximum impact. Ability to influence and advocate a point of view with both internal and external customers when a situation requires a strong Ability to say no when appropriate.
• Client Focus: Creates a "customer first" environment to ensure a superior clients experience; understands without clients there is no CCL; anticipates client's needs and issues and can prioritize appropriately; builds a strong professional relationship with the client; provides timely communication and relevant information to meet client
• Learning Agility: Seeks out experiences that may change perspective or provide an opportunity to learn new things; enjoys experimentation, being curious and effectively dealing with the discomfort of change; pursues, responds to and uses feedback; views failures and mistakes as an opportunity to learn; focuses on what is possible, removes barriers; is persistent, focused, patient, and respectful even during stressful situations
• Digitally Savvy: Use information in various digital formats effectively and efficiently to perform job tasks
• Virtual Leadership: Strong interpersonal skills; ability to articulate clear expectations and ensure team alignment; commitment to regular and meaningful communication; willingness to invest in relationships; patience; grant and engender trust easily, create actionable meetings, leverages technology to create connections; collaborative culture
• Decision Making:Timely, data driven, decision making with limited information, emergent variables and competing requirements.
• Global Savy:Applying Global Savy involves understanding how actions affect a business's overall operation, seizing opportunities for growth, and driving the business toward its vision in the context of the cultures in which the business operates.

• Bachelor's degree
• 2-4 years of relevant work experience managing virtual meetings, training, or a technical background/experience.
• Supervisory experience a plus.
• Strong skills in Microsoft suite applications (Word, Excel, PowerPoint, MS Teams).
• Experience with Virtual Meeting platforms (Zoom, MS Teams, ClickUp, ) required.
• Program Management Professional (PgMP), Project Management Professional (PMP) or Prince2 certifications preferred.

• Some travel may be required, primarily to CCL various physical locations and select client sites.
• Depending on the region of support, the ability to speak and write in Spanish may be preferred/required.
• Regional application/Hybrid/Full time/Internal

Pay and Benefits

• The hiring range for this role is $21.27 -$27/Hr.
• This is a hybrid position.
• All offers will be commensurate with relevant qualifications and professional experience.
• 403(b) Savings Plan with employer contribution
• Medical insurance
• Telemedicine
• Dental insurance
• Vision insurance
• Health savings and flexible spending accounts
• Paid time off and paid holidays
• Employer-paid short-term and long-term disability
• Employer-paid life insurance
• Employee and family assistance program
• Various voluntary options for additional plans or coverage levels