Operations Manager

Purpose:
The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company’s mission, vision, and core values. The Operations Manager reports to the Director of Operations.

Core Tasks: 

• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
• Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
• Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
• Update the People Analyzer for direct reports weekly.
• Conduct a weekly team meeting with direct report leaders to:
• Review production results.
• Perform root cause analysis and resolution of issues.
• Identify opportunities to recognize good performance.
• Conduct a weekly one-on-one meeting with each direct report
• Review and discuss the progress of their team (People Analyzer).
• Ensure alignment of mutual expectations.
• Assess and improve job satisfaction
• Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
• Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
• Establish and measure expectations of Support Depts:
• Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client, as needed.
• Monitor onboarding and offboarding practices to ensure support departments follow the company’s standard processes for such activities.
• Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill.
• Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
• Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
• Handle the resolution of client requests and escalations in a timely manner.
• Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
• Align employees around our mission through education and initiatives.
• Non-negotiables:
  • Egregious behavior (hanging up on a customer, swearing, rudeness, etc.)
  • Not immediately getting a supervisor on the line when one is requested.
• • Promising a callback and not doing it.
  • Not creating a case.
  • Not troubleshooting.
  • Not contacting the dealer to ask for their authorization to create a service dealer work order.
• Perform other duties and responsibilities that may be assigned from time to time.
• Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy).