Job Title: Manager, Operations

Job Status: Full-time

Job Summary: Under limited supervision from a senior-level management, the Operations Manager uses specialized knowledge in operations management and skills obtained through experience, to manage the day-to-day business operations of an assigned area. Leads defined work or projects of moderate scope and complexity and ensures the accomplishment of goals and objectives. Analyzes staffing needs, monitors financial and program performance and maintains overall quality and customer service standards for the assigned program areas. Applies expertise to solve standard and non-standard problems within the assigned area. Extensive contact with internal and external customers is required to meet program goals and objectives.

Essential Duties and Responsibilities:
• Manage day-to-day business operations to oversee the processes and delivery of services across programs and ensure goals are met, completed in an effective, efficient and timely manner
• Evaluate, assign, monitor, and supervise the work performance of department supervisors and participate in the selection of program staff; provide onboarding orientation to new staff
• Identify the need for and participate in formulating, revising, and implementing policies and procedures of our funded programs
• Coach, mentor, review performance and evaluate results achieved by subordinates
• Identify and approve training and development needs for department staff and locate appropriate training outlets, may include developing and delivering appropriate training
• Review progress of programs, assignments with senior management
• Coordinate and supervise the daily activities of program supervisors, including monitoring performance, conducting appraisals, and developing and monitoring work plans
• Review and approve performance coaching action to be taken related to performance deficiency concerns, including participation in coaching
• Advise department leadership of performance problems and seek approval from Leadership and Human Resources prior to employee disciplinary action
• Interpret, apply. and recommend changes to department policies and procedures
• Ensure department is compliant with department and organizational policies and procedures
• Balance conflicting resource and priority demands to ensure staffing levels are sufficient to meet customer service expectations
• Identify and create customer service metrics based on standards set by department leadership
• Review metrics on a routine basis and identify opportunities for streamlining, increased efficiencies and other areas of improvement
• Review and approve monthly and annual quality assurance reporting
• Manage annual audits for assigned area and maintains agency quality assurance standards
• Work within budgetary/ financial objectives, applying knowledge of profit drivers to work processes within assigned area
• Maintain positive community and public relations image of the department and organization
• Support department leadership to identify, develop, cultivate and maintain relationships with funding sources, individual donors and community partners
• Maintain currency in processes related to assigned area
• Operate standard office equipment and use required software applications
• Perform other duties and responsibilities as assigned

Knowledge, Skills and Abilities:
Knowledge of:
• Workforce Development Operations Manager must have thorough knowledge of Workforce Development principles and practices
• Work processes and tools within own area
• Methods used to evaluate and monitor appropriate staffing levels
• Appropriate management techniques including hiring practices, managing and evaluating employee performance, developing work plans and addressing performance deficiencies
• Quality assurance, customer service and employee performance metrics
• Developing and maintaining operations within a defined budget

Skill in:
• Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office

Ability to:
• Partner with other functional areas to accomplish objectives
• Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed
• Assist with writing of grants including gathering data and researching information
• Effectively communicate with staff, customers and funding agencies
• Attend to detail while maintaining a big picture orientation
• Read, interpret, analyze and apply information from routine reports, customer and employee feedback
• Interpret and apply policies and identify and recommend changes as appropriate
• Positive attitude and ability to work under pressure on multiple projects concurrently and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities
• Communicate effectively, both orally and in writing
• Work independently as well as collaboratively within a team environment
• Handle stressful situations and provide a high level of customer service in a calm and professional manner
• Establish and maintain effective working relationships at all levels of the organization

Educational/Previous Experience Requirements:
• Minimum Degree Required:
o Bachelor’s degree, Master’s degree preferred
• Required Disciplines:
o Social Work, Psychology, Sociology, Business, Economics, Education, or field related to assigned area
~and~
• At least 4 years of prior experience working in an environment similar to the assigned area with at least 2 years previous supervisory experience
• Any equivalent combination of experience, education and/or training approved by Human Resources

Licenses/Certifications:
• Licenses/Certifications Required at Date of Hire:
o None

Working Conditions:

Hours: Normal business hours, some additional hours may be required

Travel Required: Some travel may be required

Working Environment: Climate controlled office