Director International Client Services at Ascend Learning, Inc. in Gilbert, Arizona

Job Description:

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

For over 37 years, National Academy of Sports Medicine® (NASM®) has set the standard in fitness education with best-in-class evidence-based programs. We have educated over 1.4 million fitness professionals in over 100 countries, creating a global space for optimal well-being and fitness. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help all clients set and reach their own unique goals.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

WHAT YOU'LL DO

The Director of International Client Service, Quality, Compliance, and Training will be responsible for ensuring that our international client services and quality standards exceed expectations across all global markets. This role focuses on leading efforts to develop and implement quality frameworks, compliance standards, and training programs to support a consistent, compliant, and exceptional client experience. The ideal candidate has extensive experience in client service, quality management, regulatory compliance, and a demonstrated ability to create scalable training programs for our NASM global partners.   

WHERE YOU’LL WORK

This position will work hybrid out of the Gilbert, AZ office.  Remote candidates in the United States will be considered.

HOW YOU’LL SPEND YOUR TIME

Client Service Strategy and Execution

• Develop and lead a client service strategy that enhances customer satisfaction and aligns with business revenue goals across international regions.


• Implement standardized processes and best practices to ensure consistent service quality and client support across all markets.


• Lead a team of international client service professionals, providing direction and establishing clear objectives for delivering exceptional service, maximizing the consumption of the pre-established contracts to ensure we meet our revenue objectives.

Quality Assurance and compliance

• Establish and enforce quality standards that align with regulatory requirements and company policies across all regions.


• Collaborate with cross-functional teams to monitor and ensure compliance with regional and international regulations, including industry-specific certifications and safety standards.


• Lead audits and assessments to identify potential compliance risks, ensuring prompt corrective action and continuous improvement in quality processes.

Training and Development

• Design, implement, and oversee training programs for client service teams, focusing on product knowledge, service excellence, and compliance requirements.


• Develop and maintain a comprehensive NASM partner training curriculum that is adaptable to various regional regulations and cultural nuances.


• Assess training effectiveness through evaluations and feedback, continuously refining programs to enhance skills and knowledge across international teams.

Performance Monitoring and Reporting

• Establish and track key performance indicators (KPIs) related to client service quality, contract consumption, client retention, compliance adherence, and training outcomes.


• Provide regular reports to senior leadership, highlighting successes, areas for improvement, and strategic recommendations for enhancing client service and compliance efforts.


• Implement a feedback loop with clients and internal stakeholders to proactively address service gaps and drive continuous improvement

Stakeholder Engagement:

• Collaborate with internal and external stakeholders to align on quality, compliance, and training initiatives.


• Build and maintain relationships with international regulatory agencies, accreditation bodies, and industry associations.


• Represent the NASM in relevant meetings, conferences, and discussions across the globe.

 

WHAT YOU'LL NEED

• Bachelor’s degree in business administration, Quality Management, Compliance, Education, or a related field; Master’s degree preferred.


• 8+ years of experience in client service, quality management, compliance, accreditation, and training in the Fitness and Wellness industry.


• Proven experience in leading and managing international teams.


• Strong understanding of international regulatory requirements, quality standards, and training methodologies in the Fitness and Wellness industry.


• Excellent communication, negotiation, and interpersonal skills.


• Ability to manage multiple projects and priorities effectively.


• Willingness to travel internationally as required.

BENEFITS

• Flexible and generous paid time off


• Competitive medical, dental, vision and life insurance


• 401(k) employer matching program


• Parental leave


• Wellness resources


• Charitable matching program


• Hybrid work


• On-site workout facilities (Leawood, Gilbert, Burlington)


• Community outreach groups


• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

#LI-KH1

Quality Assurance

Apply Now