Testing and Training Program Director

Summary

The Testing and Training Program Director provides direction and oversight for California Connect's Deaf and Disabled Telecommunications Program (DDTP) Testing and Training services contract. This director-level position manages and directs comprehensive program operations including specialized assistive communications equipment testing, development of instructional materials, and Program wide training initiatives to ensure Program participants receive maximum value from program-issued equipment and services. The Director manages a specialized team, administers contract budget, and serves as the primary operational interface between California Connect, CPUC, DDTP vendor partners, advisory committees, and testing volunteers while maintaining compliance with all contractual obligations. The ideal candidate will have extensive experience in program management, team leadership, accessibility testing, and training development within regulatory environments. They will be an excellent communicator, able to build strong relationships with stakeholders and navigate complex situations with ease while delivering operational excellence.  

 Please note that candidates must be located in the State of California. Furthermore, CSD is not providing relocation assistance for this position at this time. 

Essential Functions 

Program Oversight and Contract Management 

• Direct all testing and training program operations ensuring achievement of contractual objectives, initiatives, and compliance with regulatory, contractual, and performance standards 
• Provide leadership and management of contract deliverables and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) 
• Oversee annual contract budgets and monitor financial performance against targets 
• Manage and oversee the development and maintenance of all contract required plans and documentation including operational policies, procedures, and workflows 
• Coordinate with the CPUC Contract Manager and DDTP Oversight Contractor (PPCA) on program requirements 
• Report on progress, issues, and areas for improvement to CPUC Contract Manager and DDTP Oversight Contractor (PPCA) 
• Monitor emerging trends in communications accessibility and champion innovative solutions that address the needs of disabled communities 
• Attend program-related conferences and provide debriefing on technological trends and developments 
• Other duties as assigned 

Team Leadership and Management 

• Direct team performance management including goal setting, coaching, and professional development 
• Facilitate cross-functional collaboration and team coordination across contracts  
• Conduct regular team meetings and performance reviews 

Testing Operations Management 

• Manage the prioritization of equipment and service testing initiatives in coordination with CPUC and Advisory Committees 
• Manage and oversee the development of comprehensive test plans for equipment and service evaluation including methodology, timeline, and target demographics  
• Direct volunteer recruitment and management of test volunteers 
• Manage testing protocols, quality standards, and reporting requirements 
• Coordinate with stakeholders and ensure testing timeline adherence 
• Oversee and manage the preparation of test reports with technical evaluations, user experience feedback and recommendations for equipment or services approval 

Training Program Management 

• Oversee and manage the development of accessible courseware using train-the-trainer models and adult learning principles  
• Oversee and manage the development of multimedia instructional materials compatible with Learning Management Systems (LMS) 
• Oversee the management of the LMS platform operations and user access 
• Oversee the timely delivery of training materials as new equipment and services are introduced to the program 
• Oversee and manage the relevance and value of courses for end users and internal program partners 
• Monitor training effectiveness and user feedback to ensure continuous improvement 
• Track and report on training status of DDTP personnel across all vendor partners 

Stakeholder Management and Communications 

• Build and maintain strong working relationships with CPUC, DDTP vendor partners, and advisory committees 
• Present communication solutions and services findings and recommendations to TADDAC and EPAC committees  
• Convey complex technical information to executive-level audiences 

Quality Management and Compliance 

• Direct implementation of Quality Management Plan including process improvement initiatives  
• Manage compliance with accessibility requirements, data privacy regulations, and contractual obligations 
• Oversee audit preparations and coordinate with compliance teams 
• Direct documentation management and records retention processes 
• Conduct quarterly assessments and participate in Scorecard Reviews 

Project and Process Management 

• Direct and oversee pilot projects for new equipment and services 
• Direct transition planning for contract implementation and closeouts’ 
• Oversee change management processes and policy development 
• Manage special projects including livestreamed events and training initiatives 
• Coordinate process improvement initiatives and lessons learned documentation  
• Direct risk assessment and mitigation planning 

Knowledge, Skills and Abilities 

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:? 

Management and Leadership Competencies 

• Strong program management and operational leadership skills 
• Strong team management and staff development capabilities 
• Deep understanding of project management and working with project managers 
• Budget management and financial oversight abilities 
• Process improvement and quality management experience 
• Effective decision-making and problem-solving skills 
• Ability to?build and supervise high-performance, remote work teams 
• Easily adaptable to a rapidly changing, fast-paced environment and highly responsive to client and consumer issues, concerns and demands 

Technical and Operational Knowlege 

• Understanding of accessibility requirements and assistive technologies  
• Knowledge of telecommunications and specialized communications equipment 
• Experience with Learning Management Systems (LMS) and training development 
• Familiarity with testing methodologies and quality assurance practices  
• Understanding of regulatory compliance and government contracting 
• Proficient with Microsoft products (Outlook, Excel, SharePoint, PowerPoint, Word, etc.) 

Communication and Relationship Skills 

• Experience with stakeholder management in multi-vendor environments 
• 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  

Qualifications 

• Residency Requirement: Candidates for this role must live and work in California.
• 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, leading a program with an annual budget of at least $2 million.  
• A minimum of three (3) years of experience leading projects that involved equipment testing or training or training development. 
• A minimum of five (5) years of experience within the past ten (10) years, supervising teams on projects that involved Statewide programs.  
• A minimum of five (5) years of experience building and maintaining strong working relationships with an executive-level audience  
• Ability to communicate effectively using American Sign Language (preferred)