Communication Service for the Deaf (CSD)

Compensation

Full Description

Description The Field Operations Director (“Director”) will oversee the management and effectiveness of California Connect Field Operations staff and ensure that best-in-class service is provided for all stakeholders. The Director is responsible for all field operations 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. This position requires residency in the state of California—relocation assistance is not available for this role. Essential Functions • Oversee all field operations services and report out on progress, issues, and areas for improvement • Manage supervisors of staff assigned to perform the field operations activities, including in-person and virtual support, customer assessment, delivery and setup of equipment, troubleshooting, training, and returns processing • Provide coaching/training for the supervision team to effectively supervise over 45 staff in multiple locations • Coordinate and plan logistics for community engagement events at Service Centers • 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 • Develop and deploy all strategic and tactical plans that apply to the performance of California Connect services, serving as a subject matter expert and brand ambassador • Lead 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 • Forecast 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 • Consult with the Field Operations Program Director to optimize workforce management efficiencies, ensuring California Connect services are staffed to meet client agreements • Coordinate 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 • Identify and coordinate resources within and outside of regional locations to support any business needs not currently supported internally. This involves periodic engagement with the Division Vice-President • Communicate and explain new directives, policies, or procedures to supervisors or managers; for significant changes, meet with entire operations staff to explain changes, answer questions, and maintain morale • Oversee departmental revenue goals and, with the Field Operations Program Director, manage expenses to stay within operating budgetary allowances • Participate in the annual budgeting process and review monthly financial results to ensure they accurately reflect the current performance output • Provide ad-hoc support to the Field Operations Program Director, the Division Vice-President, and the President through regular communication and support of extemporaneous assignments on an as-needed basis • Project a positive image of the organization to employees, customers, industry, and community • Coordinate with People and Culture and managers to foster a positive and engaging culture for California Connect employees • Collaborate with other departments to plan launches, events, marketing, and other things as needed • 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, 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 of supporting systems, tools, and methods utilized by contact centers • Demonstrates 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, hybrid 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 some 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 both a virtual office environment and in-person locations throughout the state, utilizing a computer and standard office equipment. While performing the duties of this job, the employee is regularly required to 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 40%.