Operations Program Manager

JOB SUMMARY

The Operations Program Manager position is responsible for the day-to-day operations of its assigned operations team(s). The position ensures service level commitments are met, oversees staff and client communications, and provides oversight, training, and mentoring for the team members. 

KEY RESPONSIBILITIES

• Manage daily performance of their respective operations teams to exceed service and quality levels while operating within budget framework
• Manage team(s) to ensure customer services are provided on schedule, in scope, and within all quality and service level standards
• Lead an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation while increasing efficiency and effectiveness
• Manage Quality Control/Quality Assurance programs to exceed customer requirements and assure quality
• Manage standard processes, continuous improvement, and team training
• Collaborate with Department Management, Product, Sales, and Technology on new and improved services and helps to complete user requirements and user acceptance testing
• Manage escalated customer concerns to ensure a positive customer experience for clients
• Assist in the continual improvement of Operations processes, and the updating of the team manuals and daily guidelines
• Project monthly workflow and staffing needs to meet service requirements
• Perform other related duties and assist with projects as reasonably assigned by management

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• At least two (2) to five (5) years’ experience in a supervisory role leading multiple functions, or an equivalent combination of education and experience
• Experience in in meeting service delivery expectations
• Excellent customer service management skills
• Experience in high-performance teams and demonstrated teamwork abilities
• Creative problem-solving skills, adaptability, and organizational proficiency
• Strong written, verbal and presentation communication skills
• Ability to work with and maintain confidential information
• Strong working knowledge of all applications of Microsoft Office

PREFERRED

• Bachelor’s degree or certifications in related field
• Working knowledge of woodworking, construction, or restoration
• Working knowledge of the property and casualty insurance industry
• Salesforce experience

KEY COMPETENCIES

• Results-Oriented:  ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• Adaptability to Change:  ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication:  ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• Team Orientation and Collaboration:  ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability:  ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence:  ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions