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Field Operations Director, California Connect - Austin, United States - Communication Service for the Deaf
Description
The Field Operations Director ("Director") will oversee the management and effectiveness of California Connect and ensure that best-in-class service is provided for all stakeholders.
The Director be responsible for all field operation management activities.The Field Operations Director will report to the Field Operations Program Director and will also interface with the DDTP Vendor Partners, Community and Service Partners, as appropriate.
The Director's success is measured by the organization's ability to provide high-quality services while meeting Service Level Agreements (SLA), improving performance, increased use of resources, and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
The leader in this role actively contributes to the overall company's operational targets and daily business decisions.Essential Functions
Oversee all field operation services and report on progress, issues, and areas for improvement
Manages staff assigned to perform the field operation activities, including in-person and virtual support, customer assessment, delivery and setup of equipment, troubleshooting, training, and returns processing
Responsible for contracting and managing Service Providers
Responsible for meeting all Field Operations requirements, including performance and Service Level Agreements (SLAs)
Enter, track, and report on all Field Operations activity through a DDTP customer and inventory tracking system
Develops and deploys all strategic and tactical plans that apply to the performance of California Connect services, serving as a subject matter expert and brand ambassador
Leads coordination and integration of efforts among operations, workforce management, customer experience and training, and technology divisions to produce smoother workflow and more cost-effective business processes
Forecasts potential challenges and opportunities using current and projected data to make business decisions supporting the growth and scaling of business operations
Identify and target areas in which California Connect services can improve and excel in operations
Consults with the Field Operations Program Director to optimize workforce management efficiencies, ensuring California Connect services are staffed to meet client agreements
Coordinates with internal stakeholders to successfully train and equip staff with the tools and skills necessary, including proficiency in training information, to deliver top-of-the-line service to California Connect customers
Identifies and coordinates resources outside of regional locations to support any and all business needs not currently supported internally. This involves a periodic engagement with the Division President
Accountable for and directly supervises Field Advisors by coaching and setting expectations and building goals that align with the company, department, and their personal development growth
Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain changes, answer questions, and maintain morale
Oversees departmental revenue goals and manages expenses to stay within operating budgetary allowances
Participates in the annual budgeting process and reviews monthly financial results to ensure that it accurately reflects the current performance
Provides ad-hoc direct support to the Division President through regular communication and support of extemporaneous assignments on an as-needed basis
Projects a positive image of the organization to employees, customers, industry, and community.
Coordinates with Talent and Culture and managers to foster a positive and engaging culture for California Connect employees
Other duties as assigned.
Knowledge, Skills And Abilities
To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:
Proficient in operations management and contract management practices and principles
Ability to build and maintain working relationships with many different cross-functional teams
Excellent communication skills, an ability to be concise, and strong instincts on how to communicate most effectively with partners/requestors, such as when to reach out by email vs by phone
Strong balance of leadership, business acumen and technical skills
Easily adaptable to a rapidly changing, fast-paced environment and highly responsive to client and consumer issues, concerns and demands
Working knowledge supporting systems, tools and methods utilized by contact centers and telecommunications technologies and service
Demonstrated effective problem-solving skills
Proven ability to manage multiple priorities from inception to completion
Working knowledge of Microsoft Office products (Outlook, Excel, PowerPoint, Word, etc.)
Ability to build and supervise high-performance, remote work teams
Requirements
Qualifications
Bachelor's degree in business or related field from an accredited college or university; or equivalent professional experience
A minimum of three (3) years of experience within the past ten (10) years, working on a large Statewide program with delivery throughout the state.
A minimum of five (5) years of experience in a Field Operations position within the past (10) years being directly responsible for all field operations activities.
A minimum of five (5) years of experience within the past ten (10) years, supervising teams of 25 people or greater on projects that involved Statewide programs.
A minimum of three (3) years of experience within the past ten (10) years working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce, etc.)
Ability to work flexible hours including nights and weekends
Experience leading a highly-efficient operational or customer service team
Ability to communicate effectively using American Sign Language (PREFERRED)
Work Environment / Physical Requirements
This position is largely self-directed and requires understanding and compliance with company policies, procedures, and values. The position works in a virtual office environment utilizing a computer and standard office equipment.
While performing the duties of this job, the employee is regularly required interact collaboratively with the team and stakeholders, and communicate via phone, videophone, or text messaging.
The employee may be required to occasionally lift and/or move up to 20 pounds. The position may require travel up to 25%.#J-18808-Ljbffr
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