SKILLS & QUALIFICATIONS:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

• Manages and mentor a team of operations support staff, fostering a collaborative and high-performance culture. Oversees talent selection, onboarding, development, and performance management.
• Develops and drives strategic goals and priorities for operational support, ensuring alignment with business objectives and identifying opportunities for continuous improvement and operational efficiencies
• Oversee daily operations, ensuring compliance with company policies and legislative requirements as it relates to resident portal.
• Collaborates with leaders in analyzing and streamlining processes to enhance efficiency, reduce costs, and improve service delivery.
• Develops and provides oversight of SLAs; ensuring efficiency, productivity, accuracy and customer service targets are being met. Monitor and report on key performance indicators (KPIs) to track progress and drive continuous improvement.
• Develops and maintain standard operating procedures (SOPs) and best practices for operational support functions, programs and tools.
• Creates and delivers end user training materials and drives successful execution of communication and training plan in a proactive manner.
• Collaborates with leadership, region and national PMO teams in key initiatives and manage work plans to ensure successful implementation.
• Drives coordination of requirements between the business and IT to ensure alignment to business needs
• Monitors program performance and compliance to identify and address potential issues or opportunities for process improvements. Ensures timely communication and issue identification, resolution and escalation when appropriate within leadership teams throughout the organization. Lead and collaborate with leaders and national teams in troubleshooting and issue resolution of system issues and conduct root cause analysis (RCA) to prevent recurrences.
• Maintains key strategic relationships with software vendor to support and enhance product
• Aligns the regional business goals to the necessary technology automation applications.
• Identifies requirements and coordinate testing, productions, scheduling and other actions between technical and operational units. Assist in reviewing and analysis of problems to determine solutions or enhance system performance.
• Builds operational readiness by ensuring knowledge management practices are in place, including documentation of key processes, systems, and troubleshooting guidance to reduce reliance on individual team members.

KNOWLEDGE & SKILLS:

• A bachelor’s degree in business administration or related field or equivalent experience. 5+ years of leadership and process improvement experience in a transformational organization or fast changing industry.
• Process oriented mindset focused on streamlining and simplification.
• Can navigate through ambiguity and solve complex problems with limited facts
• Proven problem solving, analytical, organizational, prioritization and time management skills
• Effectively supports team development by navigating performance conversations and day-to-day challenges with a constructive, solution-oriented approach.
• Ability to manage multiple projects with competing deadlines in a fast-paced environment
• Conduct business at all times with the highest standards of personal, professional and ethical conduct.
• Ensure all safety precautions are followed while performing the work.
• Follow all policies and Standard Operating Procedures.
• Perform any range of special projects, tasks and other related duties as assigned.

• Manages and mentor a team of operations support staff, fostering a collaborative and high-performance culture. Oversees talent selection, onboarding, development, and performance management.
• Develops and drives strategic goals and priorities for operational support, ensuring alignment with business objectives and identifying opportunities for continuous improvement and operational efficiencies
• Oversee daily operations, ensuring compliance with company policies and legislative requirements as it relates to resident portal.
• Collaborates with leaders in analyzing and streamlining processes to enhance efficiency, reduce costs, and improve service delivery.
• Develops and provides oversight of SLAs; ensuring efficiency, productivity, accuracy and customer service targets are being met. Monitor and report on key performance indicators (KPIs) to track progress and drive continuous improvement.
• Develops and maintain standard operating procedures (SOPs) and best practices for operational support functions, programs and tools.
• Creates and delivers end user training materials and drives successful execution of communication and training plan in a proactive manner.
• Collaborates with leadership, region and national PMO teams in key initiatives and manage work plans to ensure successful implementation.
• Drives coordination of requirements between the business and IT to ensure alignment to business needs
• Monitors program performance and compliance to identify and address potential issues or opportunities for process improvements. Ensures timely communication and issue identification, resolution and escalation when appropriate within leadership teams throughout the organization. Lead and collaborate with leaders and national teams in troubleshooting and issue resolution of system issues and conduct root cause analysis (RCA) to prevent recurrences.
• Maintains key strategic relationships with software vendor to support and enhance product
• Aligns the regional business goals to the necessary technology automation applications.
• Identifies requirements and coordinate testing, productions, scheduling and other actions between technical and operational units. Assist in reviewing and analysis of problems to determine solutions or enhance system performance.
• Builds operational readiness by ensuring knowledge management practices are in place, including documentation of key processes, systems, and troubleshooting guidance to reduce reliance on individual team members