Associate Director, ERP Program and Support Services

Associate Director, ERP Program and Support Services page is loaded## Associate Director, ERP Program and Support Services locations: NEA Headquarters time type:
Full time posted on:
Posted Yesterday job requisition :
** If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today.
**** Posting Period:
** October 16,Until Filled
** Employee Group Type:
** NEAMAC NEA Managers, Attorneys, Confidentials, OO115 Office of the Chief Financial Officer (OCFO)
** Position Type:
** Regular
* * Salary Range:**$ - $
** Position Details:
**** POSITION EMPHASIS:
** Founded in 1857, the National Education Association (NEA) is America’s oldest and largest organization committed to advancing the cause of public education. Headquartered in Washington, DC, NEA proudly claims nearly 3 million members devoted to the following mission: to advocate for education professionals and to unite our members and the nation to fulfill the promise of public education by preparing every student to succeed in a diverse and interdependent world.

Our vision is a great public school for every student. The NEA is also the single largest labor union in the United States, advocating for the excellent and equitable public education system that all students, educators, and communities deserve.
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* POSITION SUMMARY:

** The
** Associate Director, ERP Program and Support Services
** serves as both program lead and support operations manager for NEA’s enterprise resource planning (ERP) platform (Unit4 ERPx, “Biz Pro”). This role manages ERP customer service and Tier 2-4 support, directs ERP-related projects and governance, leads structured change management and continuous improvement, oversees end-user training resources, and ensures the transition of legacy system (e.g., People Soft) clients into Biz Pro.

Acting as the liaison between NEA business units, affiliates, and third-party providers, the Associate Director ensures Biz Pro solutions align with organizational goals, drive efficiency, and maintain a high standard of customer experience.
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* Key Responsibilities:

**** Support & Customer Service
*** Manage Tier 2-4 support cases (logging, triaging, resolution).
* Lead the ERP Customer Service team and set measurable goals for service quality.
* Act as primary contact for ERP issues across HQ and affiliates.
* Coordinate with vendors/consultants for escalations.
* Own incident and release management processes.
** Program Management
*** Lead a portfolio of ERP-related projects (upgrades, new work streams, integrations).
* Coordinate the development of and track project plans, schedules, budgets, and risks.
* Manage vendor agreements (SLAs, Professional Services) to ensure delivery and accountability.
* Facilitate requirements gathering and translate them into functional and technical specifications.
* Establish ERP governance frameworks, data standards, and user access controls.
** Change Management & Continuous Improvement
*** Serve on the change control board; prioritize and track enhancements.
* Lead the release management process, including internal development, Unit4 quarterly releases, and hotfixes.
* Evaluate new features, updates, and technologies, recommending improvements to align with business goals.
* Support adoption through structured change management practices and stakeholder engagement.
** Training & Knowledge Transfer
*** Oversee Biz Pro training program in partnership with HR.
* Ensure self-service resources (job aids, guides, FAQs) are accurate and updated.
* Provide oversight of assigned training resource(s).
* Communicate system changes and updates effectively to end users.
** Legacy System Transition
*** Oversee continued support and phased transition of legacy applications (e.g., People Soft) until sunset.
* Coordinate integration/migration strategies with affiliates.
* Ensure continuity of operations during the dual-system phase.
** Supervise and Manage
*** Manages and directs assigned staff in achieving OCFO's strategic goals by communicating priorities and translating business needs into actionable ERP objectives.
* Support team development…