Field Operations Director, California Connect

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 out 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 Vice- President
• 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 Vice-President and 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 People and Culture and managers to foster a positive and engaging culture for California Connect employees
• Collaborates 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, 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

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 (desired)

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%.