Job Description: Director of Operations
Location: Michigan / Remote
The Director of Operations reports to the President and is responsible for day-to day customer & employee support activities for healthcare and IT supplemental staffing organizations (sister organizations) in close collaboration with HR, finance, and sales departments. This role will be responsible for managing and developing leaders within the team and will play a key role in driving the growth of business through operational efficiency, cost management, process improvement, automation, development of new service delivery options, revenue generating activities, unified customer experience, and an empowering employee experience .
? Using data driven and Lean Six Sigma methodologies, drives improvements to service delivery, as measured by customer satisfaction, speed to delivery, accuracy and increased utilization of self-service and automation tools improve operational performance of company’s product/customer support operations teams.
? Leads team of Account Managers, Recruiters, and Administrative staff and individual contributors including outsourced team members to successful customer experience delivery (200 team members or more).
? Develops next level managers and individual contributors to create next successors via clearly defined development tracks.
? Manages in a decentralized staffing environment across multiple locations.
? Promotes accountability and teamwork through your leadership and strong communications with all teams. And, define the appropriate organization, including leader selection, to facilitate outstanding operational performance
? Inspires employees to be passionate about their jobs, committed to the organization and to put discretionary effort into their work through leading by example, empowerment, defining roles/responsibilities and consistent communication.
? Delivers executive level communication and reporting to both internal and external customers
? Represents staffing in front of clients to address issues, escalations and performance information
? Collaborates with Operations colleagues to identify and share best practices, standards and reporting governance throughout enterprise operations
? Executes strategies to improve NPS scores for operations. Uses data as the basis for decisions.
? Maintains client relationships with key clients and ensures service delivery for support and solutions, including dedicated support staff and direct personal connection with clients.
? Uses performance reporting, analytics and Process design protocols to drive understanding and action to improve service delivery metrics.
? Provides customers with superior customer service within assigned employee areas of expertise;
? Applies knowledge to enhance customer utilization of employee(s) as well as internal processes and procedures.
? Consistently monitors staffing/forecasting and workforce management performance.
? Develops organization budget and executes on expense plan.
? Analyzes customer account aging and makes recommendations accordingly.
? Ensures accurate SLA and billing from outsourced vendors or contractors.
? Consistently develops and delivers productivity improvements to streamline operations to be more efficient on a unit and total expense basis.
? Identifies opportunities to improve and streamline processes to increase overall service line efficiency while meeting customer’s service needs.
? Develops and executes strategy to drive optimal customer experience for clients, while remaining aligned with, and accountable to the assigned business for team performance.
? Maintains strong relationships and manages expectations with both internal and external customers.
? Facilitates problem resolution with other departments and drives positive outcomes; Acts as a liaison between all departments for complex technical and personnel issues; Communicates critical customer status and issues to Executive leadership and team as a given situation warrants and offers.
Director of Operations Skills and Qualifications
? Strong analytical and problem-solving skills.
? Ability to collaborate across the organization to accomplish goals.
? Working knowledge of healthcare information systems.
? Strong conflict management and customer service skills.
? Proficient at executing when experiencing multiple competing priorities.
? Strong interpersonal and communication skills.
? The ability to build relationships across the organization and collaborate to accomplish goals.
? Client management and relationship building.
? Executive-level presentation skills.
? Experience with financial planning and strategy.
? Experience with quality management.
? Experience with performance management.
? Experience with Workforce Management, telephony, call center best practices and policies.
? Project Management and Lean Six Sigma practical experience.
Educational and Experience Requirements
? Bachelor Degree required
? Master Degree preferred.
? 8+ years’ operations experience.
? 5+ years’ management experience.
? Healthcare network operations experience preferred.
? Contingent staff augmentation experience strongly preferred.
? Government contracting experience is a plus.
? Experience with Lean Six Sigma methodologies strongly preferred