Service Order Operations Manager

PRIDE Industries•New Hanover Township, NJ

1d•$60,000 - $70,000•Onsite

About The Position

Under minimal supervision, the Service Order Operations Manager oversees the life cycle of service orders in PRIDE and federal systems and is the representative of PRIDE to federal officials and customers outside the organization. Employees in this job class require a high level of accuracy and knowledge of compliance to Tririga and CBA requirements. This job class requires strong organizational and administrative capabilities, proficient computer skills, excellent interpersonal, public speaking and speech writing skills.

Requirements

Five or more years of experience working in a service order department including three or more years in a supervisory capacity
Advanced knowledge of contract management and government record keeping systems and procedures
Supervisory skills to hire qualified employees, provide for their professional development, administer performance management and disciplinary processes effectively, and address employee relations appropriately
Ability to effectively supervise and develop assigned team to meet production/service goals while adhering to safety policies and rules
Ability to communicate effectively both orally and in writing; to make presentations and respond to inquiries by senior management, customers and/or employees
Demonstrated leadership, organizational, reasoning, problem solving and analytical skills
Exceptional customer service skills
Human relation skills to build effective relationships with team, customers and public
Advanced computer literacy including knowledge of word processing, spreadsheet, database and presentation software
Knowledge of business English including vocabulary, spelling, and correct grammatical usage and punctuation
Mathematical skills to include the ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to establish priorities and solve a wide range of business, operational and strategic management problems
Flexibility to respond to changing work priorities and handle numerous projects at the same time
Bachelors in Business Administration or related field
A comparable combination of formal education and work experience will be considered
Fed Security Clearance

Responsibilities

Manage the overall service order desk system for PRIDE and the federal customer.
Create, establish and oversee guidelines for policy formulation within an environment of changing requirements. Communicate changes to management and staff verbally or in various written format (workflow charts, SOP, training guides etc.).
Supervises employees; ensures a competent, motivated team through hiring, training, development, counseling and reviewing the performance of employees.
Provide forecast analysis on cost, staff and resources needed when modifications to contract are needed to implement changes.
Establish and maintain interpersonal professional relationships. Develop constructive and cooperative working communication with all internal and external customers.
Provide solutions to highly complex customer requests and challenges resulting in a win/win scenario for the customer and PRIDE.
Coordinate work duties, delegate and reassign tasks to ensure project completion as staff or workload changes.
Evaluate data and measure productivity, goal achievement and contract compliance. Provide weekly and monthly reporting to management. Provide quarterly reports to COR and housing officials.
Reconcile monthly activities and generate year end reports.
Perform other tasks and special projects as assigned.