Business Services Senior Operations Manager - Charleston

GOODWILL INDUSTRIES OF KANAWHA VALLEY INC•Charleston, WV

About The Position

Under the direction of the Director of Business Services, the Business Services Senior Operations Manager will provide quality assurance and customer service to maximize contract retention and promote the development of additional work for the department. The Senior Operations Manager will work cooperatively with the department director and site leaders, mission services staff, contract customers, and contracting agency personnel; and will also verify that contract specifications are met by monitoring scopes of work, obtaining customer feedback, and resolving customer complaints. Duties and responsibilities include, but are not limited to, the following: Perform as a liaison between the contract customer and the department director. Conduct monthly visits to contract sites to inspect and verify conformance of completed work performed with contract requirements, specifications, and quality standards, conferring with the department director to develop improvement plans, as necessary. Confer with customers in person, in writing, and by telephone to provide information, confirm scopes of work and schedules, obtain feedback, receive complaints, and determine customer needs and level of satisfaction with services. Participate in contract start-up and shut-down processes and activities to cultivate positive customer relations and ensure a smooth transition. Obtain and examine all relevant information to assess the validity of complaints and to determine potential causes; and follow up with the Director, coworkers, and customer to ensure resolution. Develop and maintain records of customer interactions and transactions, record details of inquiries, complaints, and comments, as well as actions taken. Identify and communicate to the Director potential new or additional services to address customer needs. Assist with the maintenance of inventory of equipment and supplies assigned to work crews and contract sites. Support the department director with the development and monitoring of annual and monthly budgets assigned. Provide assistance and training to site supervisors related to operating procedures and work standards to develop supervisory competence and to ensure accurate and timely delivery of contract services as assigned. Attend meetings as directed and necessary to support the achievement of departmental and agency goals and objectives. Complete a broad variety of administrative tasks for the Director of Business Services, including managing an extremely active calendar of appointments; completing expense reports; composing and preparing correspondence that is often confidential and sensitive; arranging complex and detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings. Plan, coordinate, and ensure that the Director of Business Services’ schedule is followed and respected. Research, prioritize, and follow up on incoming issues and concerns addressed to the Director of Business Services, including those of a sensitive or confidential nature. Determine appropriate course of action, referral, or response. Serve as the Director of Business Services’ emissary for seamless communication between the Director, Operations Manager, internal departments, and external stakeholders; and demonstrate leadership to maintain credibility, trust, and support. Work closely and effectively with the Director of Business Services to keep him/her well informed of upcoming commitments and responsibilities, following up appropriately. Act as a "barometer," having a pulse for the issues taking place in the work environment and keeping the Director of Business Services updated. Provide leadership to build relationships crucial to the success of the organization and manages a variety of special projects for the Director of Business Services, some of which may have organizational impact. Successfully complete critical aspects of deliverables with a hands-on approach, including drafting letters, personal correspondence, and other tasks that facilitate the Director of Business Services’ ability to lead the organization effectively. Prioritize conflicting needs; handle matters expeditiously and proactively; and follow through on projects to successful completion, often with deadline pressures.

Requirements

A minimum of three (3) to five (5) years of progressively responsible experience in supervising operations within a contract-based environment required, including at least one year of experience providing high-level administrative support to senior executives. An Associate's Degree (A.A.) from a two-year college or technical school in Office Administration may be substituted for the required year of administrative support.
Valid driver’s license with safe driving record required.
Must have ability to pass criminal background check in order to access contract sites.
Must have working knowledge of OSHA.

Nice To Haves

Prior supervisory experience preferred, along with a demonstrated ability to manage multiple job sites and employees, including individuals with disabilities.

Responsibilities

Perform as a liaison between the contract customer and the department director.
Conduct monthly visits to contract sites to inspect and verify conformance of completed work performed with contract requirements, specifications, and quality standards, conferring with the department director to develop improvement plans, as necessary.
Confer with customers in person, in writing, and by telephone to provide information, confirm scopes of work and schedules, obtain feedback, receive complaints, and determine customer needs and level of satisfaction with services.
Participate in contract start-up and shut-down processes and activities to cultivate positive customer relations and ensure a smooth transition.
Obtain and examine all relevant information to assess the validity of complaints and to determine potential causes; and follow up with the Director, coworkers, and customer to ensure resolution.
Develop and maintain records of customer interactions and transactions, record details of inquiries, complaints, and comments, as well as actions taken.
Identify and communicate to the Director potential new or additional services to address customer needs.
Assist with the maintenance of inventory of equipment and supplies assigned to work crews and contract sites.
Support the department director with the development and monitoring of annual and monthly budgets assigned.
Provide assistance and training to site supervisors related to operating procedures and work standards to develop supervisory competence and to ensure accurate and timely delivery of contract services as assigned.
Attend meetings as directed and necessary to support the achievement of departmental and agency goals and objectives.
Complete a broad variety of administrative tasks for the Director of Business Services, including managing an extremely active calendar of appointments; completing expense reports; composing and preparing correspondence that is often confidential and sensitive; arranging complex and detailed travel plans, itineraries, and agendas; and compiling documents for travel-related meetings.
Plan, coordinate, and ensure that the Director of Business Services’ schedule is followed and respected.
Research, prioritize, and follow up on incoming issues and concerns addressed to the Director of Business Services, including those of a sensitive or confidential nature. Determine appropriate course of action, referral, or response.
Serve as the Director of Business Services’ emissary for seamless communication between the Director, Operations Manager, internal departments, and external stakeholders; and demonstrate leadership to maintain credibility, trust, and support.
Work closely and effectively with the Director of Business Services to keep him/her well informed of upcoming commitments and responsibilities, following up appropriately. Act as a "barometer," having a pulse for the issues taking place in the work environment and keeping the Director of Business Services updated.
Provide leadership to build relationships crucial to the success of the organization and manages a variety of special projects for the Director of Business Services, some of which may have organizational impact.
Successfully complete critical aspects of deliverables with a hands-on approach, including drafting letters, personal correspondence, and other tasks that facilitate the Director of Business Services’ ability to lead the organization effectively.
Prioritize conflicting needs; handle matters expeditiously and proactively; and follow through on projects to successful completion, often with deadline pressures.