Operations Manager

Austin, TX

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JOB SUMMARY:

The Operations Manager performs highly advanced program administration and managerial tasks and works closely with the Deputy Director or Designee to plan, organize, and direct the day-to-day operations of the workforce system. Works in close collaboration with the management team to develop, implement, and assess the effectiveness of operations and service delivery to customers and ensures workforce system goals, performance and benchmarks are met. Responsible for directing the work of staff to provide exceptional customer service. Must exercise discretion and independent judgment in matters of significance to the management of the workforce system and related operations.

Duties and Responsibilities:

Oversees all workforce operations and activities; coordinates the activities of the career centers for maximum efficiency in the delivery of services to customers.

Manages the workforce system according to established policies and procedures to meet all contracted performance measures; in collaboration with other departments, works with allotted budget to serve all customers to meet contracted performance measures and expenditure benchmarks.

Understands and applies the concept of a performance driven system.

Develops and maintains professional relationships with all stakeholders for the benefit of the workforce system customers.

Oversees all special projects; coordinates the activities of projects and staff for maximum efficiency in the delivery of services to customers.

Interprets state and Board rules, regulations and policies and develops, as appropriate, operational procedures and strategies for implementation throughout the workforce system.

Works in very close collaboration with other departments, to collect and review performance data and other relevant information and to develop, as necessary, corrective action plans, including staff and career center performance improvement plans to meet all contracted

performance measures and benchmarks.

Leads the outreach efforts; develops, monitors, and maintains meaningful partnerships for the benefit of our customers and the workforce system and collaborates with all system

stakeholders; may act as a liaison/resource to community organizations.

Identifies training and technical assistance needs for staff and provides and/or facilitates the provision of necessary tools/resources to accomplish workforce system goals.

Collects best practices from within and outside the system and shares with all stakeholders.

Advises, mentors, and motivates staff to achieve workforce system goals and serve customers with the most appropriate level of service while emphasizing quality customer service.

Resourceful and takes initiative as appropriate to solve customers needs.

Instills respect, professionalism and customer engagement in staff when dealing with all

customers.

Contributes to ensuring the safety of customers and staff.

Always ensures customer confidentiality and maintains the integrity of the operations in the career centers and throughout the workforce system.

Ensures that customer complaints and requests are handled timely, in the most professional manner and according to established guidelines.

As a member of the leadership team, convenes staff and teams to review the effectiveness of the service delivery system and the efficiency in the use of resources, and makes recommendations for improvement in the delivery of services and achieving the goals throughout the workforce system; develops a team approach to problem-solving.

Performs other related duties asassigned.

KNOWLEDGE / SKILLS / ABILITIES:

Knowledge of workforce development, economic development, and project management.

Strong understanding and extensive knowledge of the workforce programs and the workforce system; understanding the workforce integration.

Strong experience in budgeting and funds management.

Strong leadership skills (ability to motivate and provide guidance to staff, management, and leadership).

Ability to maintain a productive work environment and perform well under pressure.

This position is in the Workforce Solutions service delivery area. An Operations Manager must be able to relocate anywhere in the service delivery area.

Knowledge of word processing, spreadsheets, technology, and computer skills.

Exceptional customer service and interpersonal skills.

Able to work with diverse customers with unique needs and communication styles.

Can effectively handle or resolve stressful or challenging situations with difficult customers. Is sensitive to customer needs and feelings and demonstrates concern for others.

Excellent verbal and written communication skills.

Ability to develop and maintain effective working relationships with management, coworkers, Board staff, and the public.

EDUCATION AND EXPERIENCE:

Undergraduate degree required.

Graduate degree preferred.

Additional work experience may be considered in lieu of educational requirements.

Five (5) years of related work

C2 GLOBAL PROFESSIONAL SERVICES LLC

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