OPERATIONS MANAGER C-SES - 64000249

State of Florida • Tallahassee, FL

8d • $60,000 - $80,000 • Onsite

About The Position

This position spends the majority of the time engaged in supervisory responsibilities. This includes communicating with, motivating, training, and evaluating employees in addition to planning and directing employees' work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensuring proper coverage, and complete timesheets.
Provide project management and supervision of staff. Duties include planning, organizing, executing, monitoring, motivating, and controlling resources to achieve a specific goal. Responsible for time and cost estimates, directing work assignments to ensure the project stays on schedule and project deadlines are met. Participate in strategic planning and implementing departmental goals. Supervises and directs team activities.
Customer Service:
Leads and directs the team in Customer Service activities.
Provide customer assistance on issues related to computer use, applications, reports and or systems, and system utilization.
Ensure that customer needs are met.
Ensure that project teams are aware of the importance of customer service.
Data Quality Monitoring:
Maintain dashboards tracking data entry trends, late entries, error rates, and utilization metrics.
Produce recurring statistical reports on CHD data entry, service volumes, coding patterns, and workflow adherence.
Work closely with software product owners to validate data behavior after releases, patches, and enhancements.
Serve as a liaison between CHDs and statewide governance groups for data related issues.
Develop understanding of HMS/HMC data structures, service/time coding, program components, and documentation templates.
Ability to trace data from input, certification, upload, and reporting tables.
Ensure familiarity with statewide manuals (Service & Time Manual, DHP 50 20, program guidance).
Retrieve statistical data from EHR reporting tools, SQL databases, or BI platforms (Power BI, Tableau, etc.).
Build queries to extract service codes, visit types, program components, and certification timestamps.
Develop automated data pull processes for recurring reports.
Detect systemic data entry issues (e.g., incorrect service codes, missing documentation, workflow gaps).
Escalate issues to product owners, program offices, or CHD leadership with clear evidence and recommendations.
Track resolution progress and verify fixes post deployment.
Systems Planning, Analysis, Design and Implementation:
Lead and direct the reporting team of technical staff in System Planning, Analysis, Design and Implementation.
Duties include identification and analysis of statewide departmental business requirements and design of reporting systems to meet the business needs of users and management; following the software development lifecycle; adhering to policies, procedures, and standards for business and systems analysis; eliciting, defining, documenting, managing business and system requirements; facilitating requirements workshops; developing visual models; employing diagramming techniques; mentoring and training in business and systems analysis practices.
Participate in architecture/design activities, and reviews, perform research and & development and process improvement tasks.
Assist with the implementation of reports and systems that are developed in-house or under contract with the Department. Work with other project managers, users, and management to ensure that the application meets user business needs.
Ensure that project deadlines are met.
Implement the departmental Information Systems Development Methodology and ensure that project teams follow the ISDM.
Responsible for developing work plans, directing work assignments, and project management.
Communicate with the users on a regular basis and ensures that users are satisfied with the reports and or systems that are developed.
Ensure that system documentation is accurate and complete.
Quality Assurance:
Lead and direct the reporting team of technical staff in Quality Assurance and Testing. Conduct quality assurance and testing activities for the reports and reporting systems.
Duties include following the software development lifecycle; adhering to policies procedures and standards for quality assurance and testing; documenting and managing test plans; performing manual and ad-hoc testing; liaison with customer testers on user acceptance testing (UAT); assist with UAT test plans, test cases, test scripts; mentoring and training in QA and testing best practices.
Responsible for developing work plans, directing work assignments, and project management.
Communicate with the users on a regular basis and ensures that users are satisfied with the systems that are developed.
Ensure that system documentation is accurate and complete.
Training:
Document and ensure availability of documentation on reporting methodologies and provide training on reporting tools.
Develop training materials: create manuals, guides, presentations, or digital content tailored to the audience.
Plan and organize training sessions and deliver training (virtual trainings, workshops, or one on one sessions).
Other duties as assigned.

Requirements

• Proficient computer skills to include Word, Excel, PowerPoint and Outlook
• Knowledge of monitoring processes and/or working with ticketing software
• Knowledge of computer data bases
• Knowledge of laws, legal codes, court procedures and government rules & regulations
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Understanding written sentences and paragraphs in work related documents
• Communicating effectively with others verbally and in writing
• Talking to others to effectively convey information
• Ability to establish and maintain effective working relationships with others
• Listening to what other people are saying and asking questions as appropriate
• Knowledge of the methods of data collection and analysis
• Organize data into logical format for presentation in reports, documents and other written materials
• Knowing how to find information and identifying essential information
• Finding ways to structure or classify multiple pieces of information
• Ability to plan, organize and prioritize work assignments
• Ability to maintain a high degree of accuracy and close attention to detail
• Developing approaches for implementing an idea
• Basic management principles and practices
• Conflict resolution to include handling complaints, arbitrating disputes and resolving grievances
• Motivating, developing, and directing people as they work, identifying the best people for the job
• Time management skills
• Ability to prepare and conduct training
• Ability to maintain strict confidentiality
• Knowledge of principles and processes involved in business and organizational planning, coordination and execution to include strategic planning, resource allocation, manpower modeling, leadership techniques and production methods
• Experience with public health data, clinical documentation, or EHR systems
• Strong analytical skills with proficiency in SQL, Power BI, Tableau, or similar tools
• Ability to interpret program guidance, coding manuals, and operational workflows
• Excellent communication skills for working with CHDs, program offices, and product teams
• Experience in data governance, quality assurance, or operational reporting
• Five (5) years of professional experience with health data, clinical documentation, or EHR/EMR systems
• Five (5) years of professional experience of analytical skills with proficiency in SQL, Power BI, Tableau, or similar tools
• Five (5) years of professional experience with interpreting program guidance, coding manuals, and operational workflows
• Five (5) years of professional experience with data governance, quality assurance, or operational reporting
• Five (5) years of professional experience with verbal and written communication skills

Responsibilities

• Supervisory responsibilities including communicating with, motivating, training, and evaluating employees.
• Planning and directing employees' work.
• Developing performance expectations, meeting with staff regularly to discuss performance, completing performance reviews, maintaining vacation and work schedules, ensuring proper coverage, and completing timesheets.
• Provide project management and supervision of staff, including planning, organizing, executing, monitoring, motivating, and controlling resources.
• Responsible for time and cost estimates, directing work assignments to ensure the project stays on schedule and project deadlines are met.
• Participate in strategic planning and implementing departmental goals.
• Supervises and directs team activities.
• Leads and directs the team in Customer Service activities.
• Provide customer assistance on issues related to computer use, applications, reports and or systems, and system utilization.
• Ensure that customer needs are met.
• Ensure that project teams are aware of the importance of customer service.
• Maintain dashboards tracking data entry trends, late entries, error rates, and utilization metrics.
• Produce recurring statistical reports on CHD data entry, service volumes, coding patterns, and workflow adherence.
• Work closely with software product owners to validate data behavior after releases, patches, and enhancements.
• Serve as a liaison between CHDs and statewide governance groups for data related issues.
• Develop understanding of HMS/HMC data structures, service/time coding, program components, and documentation templates.
• Ability to trace data from input, certification, upload, and reporting tables.
• Ensure familiarity with statewide manuals (Service & Time Manual, DHP 50 20, program guidance).
• Retrieve statistical data from EHR reporting tools, SQL databases, or BI platforms (Power BI, Tableau, etc.).
• Build queries to extract service codes, visit types, program components, and certification timestamps.
• Develop automated data pull processes for recurring reports.
• Detect systemic data entry issues (e.g., incorrect service codes, missing documentation, workflow gaps).
• Escalate issues to product owners, program offices, or CHD leadership with clear evidence and recommendations.
• Track resolution progress and verify fixes post deployment.
• Lead and direct the reporting team of technical staff in System Planning, Analysis, Design and Implementation.
• Identification and analysis of statewide departmental business requirements and design of reporting systems to meet the business needs of users and management.
• Following the software development lifecycle; adhering to policies, procedures, and standards for business and systems analysis.
• Eliciting, defining, documenting, managing business and system requirements; facilitating requirements workshops; developing visual models; employing diagramming techniques; mentoring and training in business and systems analysis practices.
• Participate in architecture/design activities, and reviews, perform research and & development and process improvement tasks.
• Assist with the implementation of reports and systems that are developed in-house or under contract with the Department.
• Work with other project managers, users, and management to ensure that the application meets user business needs.
• Implement the departmental Information Systems Development Methodology and ensure that project teams follow the ISDM.
• Responsible for developing work plans, directing work assignments, and project management.
• Communicate with the users on a regular basis and ensures that users are satisfied with the reports and or systems that are developed.
• Ensure that system documentation is accurate and complete.
• Lead and direct the reporting team of technical staff in Quality Assurance and Testing.
• Conduct quality assurance and testing activities for the reports and reporting systems.
• Following the software development lifecycle; adhering to policies procedures and standards for quality assurance and testing.
• Documenting and managing test plans; performing manual and ad-hoc testing; liaison with customer testers on user acceptance testing (UAT).
• Assist with UAT test plans, test cases, test scripts; mentoring and training in QA and testing best practices.
• Document and ensure availability of documentation on reporting methodologies and provide training on reporting tools.
• Develop training materials: create manuals, guides, presentations, or digital content tailored to the audience.
• Plan and organize training sessions and deliver training (virtual trainings, workshops, or one on one sessions).

Benefits

• Annual and Sick Leave benefits
• Nine paid holidays and one Personal Holiday each year
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed