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 as assigned.

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 experience required.

• Three (3) years of supervisory experience strongly preferred.

• Valid driver’s license and proof of insurance with good driving record. 

Preferred Education/Experience:

• Bachelor’s degree from an accredited university or college in a relevant field of study and five (5) years of work experience, in the public or private sector, preferably in the field of workforce development; three (3) years must be in a supervisory or management capacity, or

• Associate Degree from an accredited college with seven (7) years of work experience, in the public or private sector, preferably in the field of workforce development; three (3) years must be in a supervisory or management capacity, or

• High School Diploma or equivalent from an accredited educational institution with nine (9) years of work experience, in the public or private sector, preferably in the field of workforce development; three (3) years must be in a supervisory or management capacity.

• Prefer knowledge of workforce development, economic development, business intelligence and trends, and project management.

• Prefer work experience in a performance based environment, public or private, the ability to analyze and interpret information and data and provide relevant feedback for action.

• Strong leadership skills, ability to motivate staff and provide advice to management.

• Strong interpersonal skills (ability to communicate effectively and interact with all stakeholders).

• Ability to develop strategies and solutions.

• Strong knowledge of effective management techniques and practices, including: planning, strategy development and implementation, assessment of outcomes and accountability.

• The position is in the Workforce Solutions service delivery area.  A Career Center Manager must be able to relocate anywhere in the service delivery area.

• Valid driver’s license with good driving record.

• Must be organized and detail oriented.

• Bilingual in English and Spanish preferred.

Physical Demands:

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. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands for finger coordination, reach with arms and hands, pulling standard file cabinet and vertical file drawers, lift/carry 10 pounds of paper, drive a vehicle, stoop, kneel, talk and hear. Occasional travel required

COMPANY OVERVIEW:                             

C2 Global Professional Services is an award-winning employment and training organization, that prepares and places people into productive jobs.  We’re located in five regions in Texas and one in Florida. We strive to fulfill our mission by following our Core Values of “Respect, Communication, Customer Engagement and Ingenuity.”

Come and surround yourself with talented and professional individuals who have also taken the next step of making a difference in someone’s life. You would not only have a great and dedicated team to work with, but you would also be eligible to take advantage of a competitive benefits plan which includes:

EEO/AA

 C2 Global Professional Services, LLC reaffirms its commitment to the principles of equal opportunity and diversity. Our policy prohibits employment decisions based on race, color, religion, sex, gender, gender identity, sexual orientation, ancestry, pregnancy, medical condition, age, marital status, national origin, citizenship status, disability, genetic information, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Employment decisions can include hiring, firing, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions will be made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.       

JOB CODE: CAP - 8810E1-2-MSP