Director, Service Operations (Onboarding and Renewal Implementation)

We are hiring a Director of Service Operations (Onboarding and Renewal Implementation) to join our Intellectual Property team. In this role, you will be responsible for both the independent organization and management of multiple complex onboarding and renewal service implementation projects of critical importance with strategic impact, in line with set processes and procedures, and to support team success. You will also apply broad expertise and knowledge to provide an exceptional service to individual and team projects, share knowledge with the team, and suggest creative and risk-averse solutions to problems. In addition, you will lead continuous improvement activities, take ownership of key aspects of the onboarding and renewal service implementation process, and mentor and manage the training of colleagues.

About You - experience, education, skills, and accomplishments

• Bachelor's Degree or equivalent relevant work experience
• 10+ years of relevant experience in intellectual property such as patent annuity and trademark renewal services, processes involved in maintaining IP rights, including managing complex renewals and annuities, and ensuring compliance with international IP rules and compliance
• 3+ years of experience running projects
• 3+ years of experience in a leadership role managing teams

It would be great if you also had...

• Project Management Professional (PMP) certification

What will you be doing in this role?

• Lead the consultation process for new customers, delivering an exceptional and professional onboarding experience while strategically outlining the implementation process and establishing clear, achievable expectations. Consult and provide expert guidance to colleagues during customer/internal stakeholder kick-off calls and status update calls, leveraging advanced expertise.
• Own the successful delivery of project-assigned activities by ensuring timely completion with high-level of quality, monitoring and developing KPIs, and effective utilization of capacity.
• Demonstrate thorough knowledge of the end-to-end process as well as the processes of other related departments within IP Operations. Prepared to contribute to any scenario.
• Execute in-depth and comprehensive assessments to thoroughly understand customer requirements, business processes, challenges, and goals, customizing the implementation and onboarding experience to meet specific needs. Consult and exhibit a strategic understanding of the renewal service offered to the client, ensuring coordinated and consultative collaboration with other departments.
• Create and manage detailed and sophisticated project plans for high-profile strategic clients, incorporating critical timelines, resource allocation, and key milestones. Ensure these plans are meticulously aligned with customer expectations and overarching project objectives.
• Consult and provide expert advisory services to customers in setting up their accounts and configuring the renewal service to precisely meet their needs, ensuring a seamless and successful initiation.
• Customize, and control the renewal service to address intricate and specific customer requirements, ensuring flawless integration with existing systems and workflows. Assume full ownership of understanding and delivering on customer-specific requirements, deadlines, and priority cases, while adeptly adapting to changes in scope and additional requests.
• Equip customers with advanced resources such as comprehensive user guides, detailed FAQs, in-depth video tutorials, and pertinent support contact information, empowering independent and proficient navigation.
• Conduct high-level training sessions and advanced renewal service demonstrations to thoroughly educate customers on optimal usage, ensuring a smooth and successful transition and adoption.
• Exhibit expert knowledge of the entire onboarding and service implementation process as well as the procedures of other relevant departments, providing seamless coordination.
• Supervise, manage, and control the entire implementation process from initiation to completion, ensuring effective stakeholder coordination, offering hands-on support, and resolving technical or operational challenges with efficiency.
• Strategically plan and oversee the data migration from legacy systems to the new renewal service, ensuring the utmost data integrity, accuracy, and security throughout the process.
• Perform rigorous testing and quality assurance checks, rapidly analyzing and resolving any issues, and providing continuous support to ensure optimal effectiveness and customer satisfaction.
• Maintain proactive and regular communication by delivering comprehensive updates, addressing queries promptly, and fostering trust to build long-term, robust relationships with customers. Provide accurate and insightful updates, information, and status reports to clients, colleagues, and internal stakeholders, tailoring communications to diverse audiences to meet specific requests.
• Collect and analyze feedback from customers to continually enhance the onboarding and implementation processes, addressing any concerns proactively. Cultivate and strengthen core relationships with customers and key stakeholders to ensure project success.
• Engage actively in continuous improvement initiatives, leveraging your advanced expertise to guide detailed analysis and generate innovative solutions. Make strategic recommendations for efficiency enhancements and solution improvements.
• Define best practices, lead the onboarding of new starters by contributing to their training and acting as a mentor, fostering a culture of continuous learning and development.

About the Team

Onboarding and Renewal Implementation (ORI) team manages the comprehensive process of patent and trademark renewal onboarding and renewal implementation. This includes building project plans, conducting customer orientation, setting up accounts, designing tailored renewal services and solutions, coordinating data migration and handoff, managing customer relationships, and handling projects of varying scale and scope. The global team is responsible for the end-to-end delivery of customized onboarding and renewal implementation projects, ensuring continuous progress and results while providing high-quality support to customers throughout the process.

Hours of Work

• Full Time, Permanent

• This is a hybrid role working 2-3 days a week in one of our Clarivate offices

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At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.