Manager, Operations, IDR (On-site)

ProPeer • Schertz, TX

1d • Onsite

About The Position

The Manager, Operations Independent Dispute Resolution (IDR) position is responsible for supporting the Director, Operations in daily operational workflow. This position plays a key role in overseeing day-to-day IDR operational workflows and ensuring the department functions efficiently and effectively. This role will collaborate closely with leadership and staff to support departmental goals, strategies, programs, and projects for continuous improvement. The Manager, Operations also oversees the collection, aggregation, analysis, and reporting of complex production and quality assurance data used to support the efficient use of administrative resources and ongoing improvement initiatives.

Requirements

• Ability to demonstrate effective communication, interpersonal, analytical, writing presentation, self-motivation, broad thinking, and business skills.
• Competence in both oral and written English.
• Ability to establish and maintain effective and harmonious work relationships with team members and clients.
• Ability to multi-task and work proactively to meet time sensitive deadlines.
• Strong organizational and task prioritization skills.
• Ability to establish credibility and be decisive.
• Knowledge and experience using continuous improvement methodologies and processes.
• Ability to develop and update processes and procedures within the department.
• Ability to maintain a professional manner and effectively collaborate with all levels of management.
• Ability to solve problems in complex, multifaceted situations.
• Ability to create and provide training to team members.
• Extensive knowledge and experience in the Case workflow process.
• Working experience and knowledge in Case Intake and Fulfillment process and procedures.
• Proficient experience and/or knowledge of computer systems, data collection, and data dissemination.
• Excellent verbal and written communication skills.
• Management level customer service experience with clients.
• High School Diploma or equivalent; Undergraduate degree preferred.
• 1 year of case intake and fulfillment experience, to include workflow process and procedures is required.
• Ability to learn technical material.
• Must be able to operate a computer and other office productivity machinery such as a calculator, copy machine, printer, etc.
• The person in this position frequently communicates with guests, team members, and vendors and must be able to exchange accurate information.

Nice To Haves

• Undergraduate degree preferred.

Responsibilities

• Collects, aggregates, analyzes, and reports complex production and quality assurance data.
• Effectively oversees day-to-day operations, workload, and productivity in the operational workflow to ensure contractual obligations are met.
• Provides excellent vendor support and effectively communicates and provides timely problem resolution.
• Prepares and analyzes department performance metrics as required.
• Evaluates staffing levels and submits recommendations to leadership to ensure staffing levels are adequate to support operational needs.
• Collaborate with Director, Operations to ensure client requirements are met.
• Communicates timely with leadership on urgent issues, objectives and needed areas of improvement.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED