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Operations Director in Portland, OR at CLEAResult

Date Posted: 9/2/2018

Job Snapshot

Job Description

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Job Description Summary

CLEAResult is seeking a Director of Operations for Application Processing and Contact Center Operations located in Portland, Oregon. This position is responsible for leading a large and growing team of application processing and call center professionals across multiple large complex programs. This role is expected to expand with new business and will result in leading operations in numerous locations on the West coast and SW portion of the US.

The ideal candidate brings process improvement experience, performance management leadership and experience for balancing business, customer, and employee needs in the areas of business operations to drive improved revenue and profitability. This candidate needs a proven track record of working effectively, quickly and collaboratively with senior executive leadership, as they will be working both inside the region and collaborating across the company with National Operations. This candidate also needs a proven track record of efficiency and effectively driving meaningful and measurable business results.

This position presents an excellent opportunity to join a dynamic operations leadership team and deliver immediate value at a leading and fast-growing company in the energy efficiency field.

Job Description

Responsibilities:

  • Performance and Resource Management of application processing and call center operations across multiple large complex programs
    • Initially oversee a team of incentive processing and call center professionals, including managers and vendor(s),
    • Monitor performance standards and hold staff accountable.
    • Develop and lead management staff to effectively performance manage
    • Participate in selection, training and development of key staff necessary to execute strategies, including assessment and development of technical and functional skills necessary for success. Support career paths and invest in talent retention.
    • Monitor budget and resource allocations to ensure proper use of assets; achieving revenue/profitability and productivity targets.
    • Maximize staff utilization through improvements in forecasting work and load balancing across programs and functional teams.
    • Manage escalations through to timely and successful resolution.
    • Report to senior management, programs and clients on team accomplishments, achievements, and productivity.
    • May manage sub-contractors, depending on business needs.

  • Strong thought leadership – always looking for opportunities to streamline, find efficiency, and improve service delivery.

  • Hold managers accountable for individual and team goals and program deliverables.
  • Establish and closely monitor contract and business performance metrics related to incentive processing and call center delivery.
  • Report to management on team accomplishments, areas of risk, and performance to goals.
  • Support managers in championing cross-functional team initiatives.
  • Source and manage training and education opportunities and facilitate sharing of best practices.
  • Administer and execute company and team policies, processes, and procedures.

  • Develop standardized and scalable best practices; up-level competencies across the entire team; provide internal and external presentations on best practices and success stories.
  • Develop long-range financial and nonfinancial objectives and strategic plans identifying internal and external issues that could affect growth and profitability.
  • Support and drive new business development initiatives to win new work.
  • Manage subcontractor/vendor performance.
  • Collaborate closely with program leadership, IT, marketing, and finance on key initiatives.
  • Program Delivery
    • accountability for multiple program delivery success and goal tracking
    • problem-solving with programs throughout implementation cycle


Qualifications:

  • 10+ years relevant experience in operations, call center, and fulfillment industry
  • 10+ years of Deep people/department management experience (Required)
  • Strong leadership, problem solving and decision-making abilities
  • Ability to engage at all management levels with a focus on development of direct report management and excellent communication skills with Executive Management
  • Energy Efficiency and/or utility client experience (Strongly Preferred)
  • Experience managing and mitigating employee turnover (esp. entry level positions)
  • Focus on turning data and information into decision making tools;  Building and developing repeatable and automate metrics/tools
  • Beyond “client facing skills”
  • Driving and improving customer sat and efficiency ($) – “And”
  • Driving “time to pay”
  • Experience with “rapid” transitions to new technology platforms
  • Strong verbal, presentation, and written communication skills
  • Ability to thrive in a fast-paced, rapidly changing environment
  • Strong attention to detail
  • Intermediate to advanced PC skills (esp. XLS and PPT)
  • Experience with fulfillment and CRM systems
  • Experience working closely with IT, finance, client teams, and marketing

Additional Job Description

Equal Opportunity Employer                       

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status. 
 

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice. 

© Copyright 2013 CLEAResult.   All rights reserved.   



As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, disability, protected veteran status, sexual orientation or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustment to job descriptions and/or job requirements at any time without notice.

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