Disability Hub MN Operations Manager

DIRECT INTERACTIONS INC•Saint Paul, MN

59d•$68,000 - $80,000

About The Position

The Disability Hub MN Operations Manager is responsible for overseeing the day-to-day activities that keep the organization running efficiently and effectively. This role provides both strategic and hands-on leadership, managing processes, people, and resources to ensure services are delivered accurately, on time, within budget, and in alignment with established quality standards. A core responsibility of this position is ownership of workforce management (WFM), including forecasting, staffing, scheduling, and monitoring service level performance to maintain operational excellence. The Operations Manager plays a critical role in supporting organizational goals, optimizing performance, and driving continuous improvement in a fast-paced, service-driven environment.

Requirements

Proven experience in operations management, preferably within a call center, customer service, nonprofit, or regulated environment.
Demonstrated leadership experience with the ability to develop and motivate teams.
Strong analytical, problem-solving, and decision-making skills.
Ability to manage multiple priorities in a fast-paced, performance-based environment.
Excellent communication and interpersonal skills.
Proven experience leveraging workforce management (WFM) systems and operational reporting tools to drive performance outcomes.
Demonstrated commitment to diversity, equity, and inclusion principles.
Ability to maintain confidentiality and exercise sound judgment.
Flexibility to adapt operational strategies to changing organizational needs.
Ability to coach, mentor, and support staff development.
Capacity to drive continuous improvement initiatives across teams and workflows.
Must reside in Minnesota.
Minimum of 3 years of leadership experience in operations, contact center, healthcare, nonprofit, or other regulated environment.
Proven ability to manage operational performance, workflow, and resource allocation.
Demonstrated experience supervising staff and leading teams in a structured, metrics-driven environment.
Proven experience managing workforce management strategy, including forecasting, capacity planning, schedule optimization, and real-time performance oversight in a metric-driven environment.
Proficiency in all Microsoft Office tools or similar applications.

Nice To Haves

Bachelor’s degree in business administration, Human Services, Operations Management, or a related field preferred, or equivalent combination of education and experience.
Employment is contingent upon successful completion of a criminal background check and education verification.

Responsibilities

Oversee daily operational activities to ensure productivity, accuracy, and compliance with company policies, contractual obligations, and regulatory requirements.
Supervise staff, establish clear performance expectations, and monitor key performance metrics to ensure service levels are consistently met.
Develop, implement, and refine operational processes and workflows to improve efficiency, quality assurance, and overall service delivery.
Analyze reports, data, and performance trends to identify areas of opportunity and implement corrective action plans.
Lead workforce management strategy including forecasting, staffing models, scheduling optimization, and resource allocation to ensure service level targets and operational performance goals are achieved.
Provide coaching, mentorship, and professional development opportunities to supervisors and frontline team members.
Address and resolve escalated operational issues promptly, ensuring professional, compliant, and solution-focused outcomes.
Identify operational challenges and implement effective solutions to strengthen systems and internal processes.
Ensure adherence to organizational policies, industry regulations, and compliance standards.
Foster a culture of accountability, collaboration, and continuous improvement.