Senior Manager, OLA Operations

Massachusetts Trial Court•Boston, MA

2d•$111,215 - $164,016

About The Position

Working within the Office of Language Access (OLA), the Senior Manager for OLA Operations plays a leadership role reporting to the Director of OLA and overseeing the day-to-day OLA operations and the interpreter workforce. The Senior Manager works collaboratively and proactively with court departments, scheduling teams, regional coordinators, and other staff at OLA to optimize interpreter fulfillment rates across all languages. In parallel, the Senior Manager is tasked with developing a healthy community of staff and per-diem interpreters so that OLA has the capacity to meet all interpreter service needs. This senior leadership role has oversight over both staff and contracted (per-diem) interpreters.

Requirements

Bachelor’s degree.
Certification as a Court Interpreter in MA.
Seven (7) years of experience in interpreter services, at least three (3) of which should involve supervisory experience.
Understanding of court processes, organizational dynamics, types of court events, and flow of cases.
Demonstrated commitment to access to justice and serving LEPs.
High potential for strong and immediate contributions.
Has a track record of establishing support, trust, and respect within the OLA community.
Ability to form effective relationships with judges, clerks, and other court staff.
Sensitivity to and proactive approach to diversity, equity and inclusion in the workforce. Awareness of cultural differences in the particularly multi-national, multi-ethnicity workforce of interpreters.
Effective and professional written communication skills.
Excellent communications, interpersonal, coaching, and conflict-resolution skills as well as tact and diplomacy.
Ability to work with a high level of detail; ability to prioritize multiple tasks and deal effectively with interruptions; ability to identify and analyze complex issues and to develop appropriate recommendations.
Aptitude and flexibility to prioritize projects and workload.
Ability to work both independently and in a team environment.
Ability to make tough/timely decisions, working closely with the Director of OLA and other members of the leadership team.
Excellent judgment, high personal/professional integrity and professionalism

Responsibilities

Provide collaborative, forward thinking and responsive leadership in the planning, development, implementation, maintenance, and management of OLA’s programs and services.
Assist the OLA Director in developing and executing strategies, policies and procedures.
Manage all day-to-day operations of OLA to ensure proper coverage of interpreters for court events with LEPs.
Supervise staff interpreters and per-diems and other assigned staff (e.g. project coordinator) in conjunction with the 6-8 regional coordinators reporting to the Operations Manager.
Ensure the operations are performing efficiently and effectively.
With regular communications, ensure the workforce is being kept abreast of any developments and interpreters are inspired to serve LEPs.
Address performance issues among regional coordinators, staff interpreters, other staff, and per-diems.
Resolve any conflicts in interpreter scheduling and leaves and other personnel-related requests.
Serve as escalation step in union grievances. Address grievances, conduct investigations, and implement conflict resolution strategies.
Collaborate with the scheduling teams to ensure schedules of interpreters are effective and viable. Look for ways to improve schedules and coverage through training & education, collaboration with courts, and support from regional coordinators. If necessary, the Operations Manager can override proposed schedules and assign interpreters where they are most needed in accordance with OLA’s Standards & Procedures.
Analyze, report-out, and manage fulfillment and assignment rates (key performance indicators for OLA).
Recommend changes to Standards and Procedures to improve OLA services.
Support recruitment and onboarding of interpreters and other staff.
Facilitate training courses where useful in coordination with the Professional Development Manager to manage and mentor court interpreter staff.
Collaborate with OLA’s Director and Trial Court leadership to enhance employee engagement and workplace culture. Develop and implement strategies to foster a healthy and inclusive work environment. Promote employee job satisfaction.
Perform related duties as required.