Site Director - McLean, United States - ID

ID McLean, United States

1 week ago

Description

Role Overview

is seeking a Site Director to manage the ongoing operations of our McLean Headquarters for our Member Support organization.

This role will be responsible for overseeing all operations along with ongoing support, and being a culture ambassador for the office as a whole.

If you have a strong operational background, a drive to join a fast paced environment, and a passion for culture and people, this would be an excellent opportunity for you.

Responsibilities

Manage the day-to-day operational functions related to running a site including site closures, organizational adjustments, parking changes, onsite visits from executives etc.

Provide executive oversight and leadership to Managers responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies while ensuring productivity goals for the team are clearly understood, monitored, and achieved

Oversee and lead the call center and operational teams driving service, performance management, quality assurance, training, and workforce planning

Ensure KPIs and goals are in place, which are reflective of and measure our strategic, competitive, and regulatory position with ongoing measurement, reporting, and root cause analysis

Manage high-impact programs and projects involving the implementation and ongoing improvement of processes, policies and systems

Work closely with the SVP of Member Support while partnering with additional stakeholders on strategies, tactics, and initiatives to increase operational efficiency and drive morale

Be a culture ambassador for by upholding and promoting adherence to the company's mission and values

Develop and encourage a spirit of cooperation, teamwork and accountability among all department employees

Other duties as assigned

Qualifications
Must be able to be on site at the McLean location 5 days a week (Remote work available on a periodic basis pending approval)

Must have a Bachelor's Degree or equivalent experience

At least 5 years of experience in an operational leadership position managing KPIs and driving performance

Willingness to roll up your sleeves, solve every problem, learn, and get the job done

Passion for people, and for cultivating and maintaining culture

Experience in working, initiating and maintaining highly effective teams through coaching and development

Experience building out and implementing operational strategies

Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability

Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization

Strong written, verbal and problem solving skills

Ability to ramp up quickly in a fast paced environment

Adaptable, flexible, and able to lead/manage the organization through change

Preferred Qualifications

Excels in environments that balance strategic leadership with "boots-on-the-ground" familiarity with the front-line employee experience

History of driving stakeholder alignment on a common vision and execution plan

Strong technology background in call center operations with demonstrated experience in workforce planning

Strong ability to influence and build relationships across multiple business disciplines

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