WorldatWork

• Serve as the strategic and operational leader for all research initiatives at WorldatWork • Drive the vision, methodology, and execution of market research and topical research efforts • Oversee a portfolio of qualitative and quantitative research projects • Partner closely across the organization to translate data into actionable insights • Manage research budgets, timelines, and vendor relationships effectively • Collaborate cross-functionally with marketing, product, content, events, and other departments • Ensure effective presentation of research data, conceptualizing and designing charts, infographics, and reports • Write or oversee the creation of narrative analyses to explain research results • Identify and evaluate funding opportunities and lead grant proposals • Develop and implement comprehensive market research strategies • Present actionable insights and recommendations to senior leadership

• Maintains a positive, empathetic, and professional attitude toward customers at all times. • Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls. • Acknowledges and resolves customer complaints. • Knows WorldatWork products inside and out. • Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support. • Processes orders, forms, applications, and other requests supporting our B2C customers. • Walks customers through basic troubleshooting or setup. • Refers potential business development leads to the appropriate CPS contact. • Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback. • Provides support with the shipping and distribution of customer support materials, as needed. • Communicates and coordinates with colleagues as necessary. • Provides feedback on the efficiency of the customer service process. • Other duties as assigned. Experience with international support