Description
Job Title: MSEP Operations Manager (Combined)
Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders' employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.
Summary
The Military Spouse Employment Partnership (MSEP) Operations Manager works as a full-time employee of Zeiders in support of the Spouse Education and Career Opportunities (SECO) Contract. The position reports to the MSEP Program Manager, manages and supervises MSEP services along with an assigned staff comprised of MSEP Specialists.
Essential Duties and Responsibilities
Work with contract MSEP PM in the execution of the MSEP program to provide reporting, briefing, quality control, budget execution and other support as required for customer delight.
Assist in the development and implementation of operational policies, procedures and guidelines for the effectiveness and efficiency of operations.
Ensure operational performance, quality control, and other performance standards are met or exceeded by the MSEP team.
Provide leadership, staff supervision and management of program activities in support of MSEP outreach and support of employer partners, installation outreach readiness teams and military spouse-centric programs as required.
Provide daily/weekly/monthly reporting responsibilities and communications projects related to program expansion activities and/or partner growth metrics.
Provide analysis and maintain integrity of program databases/metrics and implement quality assurance process in coordination with SECO Quality Assurance standards.
Assist the MSEP Program Manager in the evaluation of the effectiveness of the MSEP program on a quarterly basis and provide recommendations for improvement.
Create and maintain efficiencies by developing positive workflows, using appropriate resources, evaluating using performance metrics, and developing process improvement when necessary.
Coordinate with the program office for MSEP information technology integration and program support processes.
Collaborate and coordinate with internal SECO stakeholders when appropriate to ensure program marketing, outreach support and communications are integrated and supported among all teams (e.g., Potential and Enduring Partner support, Career Center, and Job Search Navigator team).
Identify team training opportunities and make recommendations to the MSEP Program Manager, as well as develop/lead appropriate coaching sessions.
Oversee and supervise account management outreach support to various stakeholders that are a part of the SECO contract, coordinating virtual or in-person career fairs, providing ongoing support and resolution with client interface, and engaging with community resources, e.g., employment offices.
Oversee and manage quality assurance process to maintain service excellence of deliverables and workflow operations.
Provide project management support for outreach events and related program support activities as assigned.
Provide management and leadership support as appropriate to MSEP Program Manager, DOW program office and SECO subcontractors.
Other duties as assigned.
Supervisory Responsibilities
Manages staff in support of the overall MSEP program. The position is responsible for the overall direction, coordination, and evaluation of these activities. Supervisory responsibilities are executed in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; providing ongoing performance feedback; rewarding and disciplining employees; addressing complaints and resolving problems.
Required Qualifications
Master's degree in social work, Education, Psychology, Business, Management or other relevant human services-related field; OR Bachelor's degree and four (4) years related experience.
Five (5) years' experience in social service program administration / management.
Five (5) years of personnel management/staff supervision.
One (1) year experience with government contracting processes and familiarity with Federal Acquisition Regulations.
Three (3) years' experience with program design, development, implementation, and evaluation.
Knowledge of mobile military culture and lifestyle
Must be able to follow established business processes, understand the needs of the client and provide resolution to issues in a thorough and timely manner. The candidate must demonstrate a strong internal/external client-customer focus.
Must be able to perform in a fast-paced, deadline-driven, customer-service environment.
Must have organizational skills and attention to detail.
Professional experience cultivating, managing, and building relationships with geographically dispersed employees.
Strong working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook)
Position may require travel to career fairs, networking events and/or industry trade shows as assigned. Travel could be 10% of position depending upon event supported, region supported and/or industry assignment.
Preferred Qualifications
Military spouse
Prior experience directly supporting the MSEP Program
Other Skills and Abilities
All positions that require access to U.S. Government facilities and systems require U. Citizenship, and a valid driver's license, transportation, and auto insurance.
You will need to complete and clear the full government background check process based on your role.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Organized in managing workflows and ability to work both independently and as a part of a team.
Problem Solving -?Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Customer Service -?Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Adaptability -?Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Initiative -?Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Professionalism -?Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality -?Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers, and other office equipment. The employee must occasionally lift and/or move up to 15 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: The work environment characteristics described here are representatives of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Compensation is based on geographic location and experience. Wages are available upon request.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c))
