Jill Rafter
Milford,MA
Summary
Experienced leader in developing process and customer support in K-12 and EdTech spaces. Passionate about finding ways to work more efficiently and effectively to help teams and customer reach goals better and faster. Focused on learning what it takes and executing to make a difference.
Overview
14
14
years of professional experience
Work History
Senior Director, Operations & PD
Museum Of Science
Boston, MA
07.2019 - Current
- Lead onboarding, implementation planning, and ongoing support for strategic customers to ensure satisfaction and sustainability
- Develop strategic improvements to team process and professional learning offerings to ensure efficiency and continuous customer support
- Maintain current knowledge of diverse K12 customer goals and challenges and ensure both are reflected in custom solutions and offerings
- Leverage data to drive decisions related to team assignments, allocation of new work responsibilities, inventory forecasts, and grant requests
- Provide insights, data, and final sign off for customer implementation reports and summaries
- Hire and grow teams who are empathetic, connected, agile, and equally comfortable working independently, raising a hand for support, and learning to improve
- Work cross-functionally constantly, specifically with Sales, Marketing, and Professional Development, to ensure all teams across curriculum division are supported, informed, and connected
- Maintain expertise in all product offerings to lead internal onboarding as well as high-stakes funder and partner presentations
Associate Director, Customer Success
Museum Of Science
Boston, MA
05.2018 - 06.2019
- Lead the development, implementation, and execution of customer success strategies, practices and procedures to ensure best in class customer experience
- Improved and strengthened the Customer Success team through hiring, training, documentation and proactive management
- Assisted sales team with processes and procedures through education and training to maximize their access to critical information in the field
- Lead the Sales and Implementation team’s responsibilities in moving new products to sales to smooth the launch of new products through integration of supply chain, sales systems, and team training
- Developed and managed team budgets
- Managed vendor and partner relationships
Personalized Learning Specialist
McGraw Hill Education (Redbird Advanced Learning)
Boston, MA
08.2016 - 04.2018
- Onboarded and supported new customers in account setup, program implementation, and program data review
- Developed and maintained tracking tools to ensure consistent support across 60+ schools using program
- Managed communication with administrative and STEM leaders, lead monthly program review meetings
- Enhanced and trained on program implementation and customer success strategies with top account
- Increased efficiencies in collaboration between internal Sales, Marketing, and Operations teams
- Provided support to Sales Team by way of product training and the dissemination of customer feedback
- Lead and managed cross-training initiatives following the merger Implementation and Sales teams
Program Manager
Reading Partners
Sacramento, CA
10.2015 - 07.2016
- Managed and mobilized team of 8 AmeriCorps members to deliver high quality tutoring, coaching, and site management in Sacramento-area reading centers
- Managed program quality in schools with timely and accurate data collection and communication
- Improved program delivery with monthly trainings in collaboration with National and Regional leaders
- Created training and communication tools to support AmeriCorps in working independently and proactively
- Led recruitment and hiring efforts in to ensure continued support of existing sites and extend the program's reach
Project Manager
Six Red Marbles
Boston, MA
09.2012 - 09.2015
- Managed multi-million dollar project for leading client by way of 6 month relocation as on-site Project Manager
- Created and managed budgets, contracts, and change-orders for projects ranging in revenue sizes
- Developed and documented workflows and strategies to manage team of 100+ writers and editors
English Language Arts Teacher
Wilmington Public Schools
Wilmington, MA
08.2008 - 08.2012
- Developed lifelong learners with an enthusiasm for how ELA impacts our world, not just our classroom
- Created new curriculum based on state standards and core school values in collaboration with partner educators
- Strengthened teachers through workshops aimed at new and veteran teachers
Education
Bachelor of Arts - English
Bridgewater State University
Bridgewater, MASkills
- Compassionate leader
- Bold, creative problem-solver
- Engaging, clear communicator
- Dependable team player
- Data-driven decision-maker
- Mission-driven startup connoissuer
Hobbies
- Seeing musicals as often as I can (singing along only if in my car)
- Taking Cam (Bichon) and Zeus (Chocolate Lab) on adventures
- Practicing reading rather than scrolling before bed
- Spending time with 6 (almost 7) nieces and nephews
- Recipe Roulette with my husband
Timeline
Senior Director, Operations & PD
Museum Of Science
07.2019 - Current
Associate Director, Customer Success
Museum Of Science
05.2018 - 06.2019
Personalized Learning Specialist
McGraw Hill Education (Redbird Advanced Learning)
08.2016 - 04.2018
Program Manager
Reading Partners
10.2015 - 07.2016
Project Manager
Six Red Marbles
09.2012 - 09.2015
English Language Arts Teacher
Wilmington Public Schools
08.2008 - 08.2012
Bachelor of Arts - English
Bridgewater State University
Similar Profiles
Emily Florence HehnEmily Florence Hehn
Manager, Accounting Data Services at Museum of ScienceManager, Accounting Data Services at Museum of Science
Jalik HandJalik Hand
Function Coordinator at Museum Of ScienceFunction Coordinator at Museum Of Science
MONTRESE LEWISMONTRESE LEWIS
Talent Acquisition and Outreach Specialist at Museum of ScienceTalent Acquisition and Outreach Specialist at Museum of Science