DIRECTOR OF CUSTOMER DELIGHT

LSAC is a nonprofit organization devoted to furthering quality, access, and
fairness in law school admission by providing the core products and services
that candidates and law schools depend upon in the US and around the
world. Each year, LSAC helps over 60,000 law school candidates navigate
the admission process, administers the LSAT to over 100,000 world-wide
test takers, provides the essential admission software and data relied upon
by over 220 member law schools, presents dozens of national forums to
help candidates and law schools connect, and supports the nation’s prelaw
network. The LSAT is the premier standardized test of critical reasoning
skills that are fundamental for success in law school and in a wide range of
careers. LSAC also works actively to increase diversity in the legal profession
and to promote public understanding of law as part of its focus on building a
strong justice pipeline. LSAC is located in Newtown, PA.As part of the Project
Management Group, tasks include scheduling/coordination assistance
and support for LSSS project related responsibilities; enhancement of
project communication to LSSS during the project life cycle; including
functionality and status, coordination of resource assignments for the
Law School Portfolio projects; maintain and update to current information
with the Instantis Project Management System; provide support for LSSS
communication plan; tracking of target dates; reminders and follow ups;
recurring projects and assistance with communication to the Law Schools
and tracking of tasks; and coordination and support of special projects.

The Director of Customer Delight will be responsible for owning, maintaining,
and improving the entire end-to-end process of test taker and law school
candidate contact with LSAC, with a focus on easing the navigation of all
stages of the application process. Should problems occur he or she must
be able to plan for clear risk mitigation to move customers from unhappy
complainants to delighted customers. Areas directly included in this process
include LSAT/Credential Assembly Service (CAS) registration and support,
via both web and phone, as well as all aspects of LSAT administration, fee
waivers, accommodations, and application to law school.

The candidate should have intimate knowledge of the processes customers
considering law school go through, from initial thinking through matriculation.
The candidate must have an understanding of test taker differences, including
disabilities, with a passion to provide support for all test takers, guaranteeing
fairness and equity, and he or she must share the organization’s firm belief in
providing accommodations and a testing environment that ensures that test
takers can be tested on their abilities and not their disabilities.

The candidate will be expected to work with vendors, and design and
implement logistical processes for outsourcing customer-related processes
(such as test administration and on-time delivery and return of test materials,
potentially including electronic hardware).

The candidate should be capable of creating and managing a targeted
training program for staff, contractors, and vendors to promote a culture of
“customer delight,” and to establish metrics to measure the effectiveness of
those programs and report regularly to senior business leaders at LSAC.

The candidate will be expected to nurture external networks to address
common trends, findings, and methods to promote customer delight. He or she
will need to build organizational alignment along these same values; work with
LSAC legal staff to ascertain that all actions comply with applicable laws and
global regulatory requirements (such as data privacy); and oversee the monitoring
of emerging technologies that might enhance or threaten LSAC’s ability to delight
customers and advise relevant stakeholders on appropriate courses of action.

The candidate should have the following knowledge and skills: A bachelor’s degree
and record of experience in business, management, or equivalent; a “can-do”
attitude; five or more years of management experience, including direct supervision
of managers in a service or educational organization; a demonstrated ability to lead
an organization in delighting customers; ability to plan and implement complex
logistical processes; excellent communication skills; and strategic leadership
ability. The successful candidate needs to be a critical thinker, a builder of bridges,
a problem solver, and a multitasker. The successful candidate must also work well
under pressure and with competing deadlines and have a high level of personal
integrity. A good sense of humor and a healthy dose of humility are desirable.

For details, please visit our website, LSAC.org.
To apply, please forward resume and letter of application, including Job Code, to:
C. Rommel, HR Section • Law School Admission Council
P.O. Box 40, Job Code: DCD - GPN • Newtown, PA 18940
Fax: 215-504-3808 • E-mail: employment@LSAC.org

Application review will begin on April 30, 2018, and continue until the
position is filled.

LSAC actively seeks to foster greater levels of diversity in our workforce and
in our pipeline of future leaders. We are committed to attract and retain
candidates who have a passion for their work and encourage all qualified
individuals, including minorities, women, LGBTQ, and differently abled, to
apply. LSAC is an Equal Opportunity Employer.