Assistant Director of Operations for Career Services

Under supervision and direction of the Project Director, implement total quality management procedures and changes within the case management, enrollment, and customer services units. Implement and provide change management when changes to policy / procedure occur. Manages communication and coordination of case management, enrollment and customer service. Provide leadership to staff and collaborate with Department Heads to enhance services, quality and performance. Participate or lead outreach activities. Oversee timely and accurate reporting of operations metrics for Project Director. Primary point of contact for Income Maintenance (IM) to resolve any case related issues, to coordinate fair-hearing processes, and to enhance services for job seekers. Build business process expertise within the team and develop best practices. Coordinates service delivery for Refuge Cash Assistance program (if required). Compiles information and data for completion of quarterly reports. Effectively collaborate with departments for program development and information dissemination. Provide leadership, support, and guidance to staff, partners and operations across all Company Regions. Other duties as assigned.