Director Access

Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.

The Director of Total Access Operations is responsible for leading the strategy, execution, and oversight of total access campus-wide programs- access and course materials programs. This position will drive the success of Total Access initiatives, ensuring both faculty and students have a superior experience. The Director will be responsible for the financial execution and profitability of the Total Access programs, ensuring cost-effectiveness, profitability, and return on investment (ROI) across programs.

The Director will work closely with internal and external stakeholders to optimize access, troubleshoot challenges, and continuously improve the scalability and execution of the TA program. This position works collaboratively and cross-functionally on training, product, and process improvements & execution and reports directly to the SVP of Access. This position requires the ability to think strategically about Follett's course material delivery business and operations at a macro and micro level to improve customer value and the value Follett provides to our campus partners.

Responsibilities

Strategy, Leadership, and Program Execution:

• Define, structure, and execute operational and strategic initiatives, developing work plans, synthesizing data, and presenting recommendations to senior management and the broader organization.
• Develop and execute the operational execution for Access and course material success, aligned to FHE corporate and business unit goals, to achieve revenue and margin targets and deliver optimal outcomes for faculty, students, and partners through full end-to-end account management.
• Maintain deep customer, market, industry, and competitive understanding, staying current on trends, technologies, and best practices in digital learning and higher education, to inform strategy, innovate business models, and cultivate strategic partnerships.
• Own the execution of all current and future Total Access programs, leading cross-functional teams, prioritizing client and vendor initiatives, and maintaining repeatable, documented processes and account timelines that support scalability across campuses.
• Establish KPIs and ensure the team meets or exceeds SLAs, reporting on KPIs, timelines, and program profitability; serve as the escalation path for program inquiries and technical issues, working with IT and support teams.
• Build strong relationships with institutional leaders, faculty, and decision-makers as a trusted advisor, ensuring high-quality service during and after implementation and using client feedback and data to drive program improvements, expansion, and training for campus partners.
• Attract, develop, and retain top talent to build a highly productive team that consistently achieves Total Access goals.
• Lead a team of 25+ team members, leads, and managers, setting clear performance expectations and driving accountability through regular feedback, performance evaluation, and recognition.
• Coach and develop team members and leaders at every level through ongoing feedback, development plans, stretch assignments, and succession planning that builds bench strength.
• Drive continuous upskilling so the team maintains subject matter expertise and applies best practices in ed-tech, product management, operations, support, implementation, and strategic vision.
• Engage and motivate the team…