Mgr Operations

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

The Operations Manager is accountable to ensure the functions of maintaining our client accounts, after software implementation, is smooth, efficient and scalable. This leader will develop and grow high-performing functional teams in the areas of production support, software enhancements, and help desk procedures in support of PCG's South Education consulting and technology service portfolio. This role is responsible for managing staff in a matrixed organization, on a day-to-day basis to maintain and optimize process efficiencies, uphold high client satisfaction levels, while meeting contractual obligations to deliver solutions that matter.

Duties & Responsibilities:

Operational Excellence

• Monitors, controls and improves the levels of service performance, metrics and benchmarking best practices.
• Understands, establishes and drives client service delivery standards to all client and PCG account stakeholders with an emphasis on balancing quality and efficiency.
• Ensures operating procedures and practices are followed for all major processes to ensure standardization, consistency, quality, and compliance.
• Meets compliance contracted performance measures in day-to-day operations.
• Develops and manages account teams towards quantitative and qualitative success metrics in the areas of client satisfaction, efficiency, performance and cost.
• Creates a safe, supportive culture of continuous process improvement with an eye towards scope management, client satisfaction, operational efficiency, and risk mitigation.
• Proactively identify and translate opportunities to provide and improve PCG’s services in response to evolving client needs and market trends.

Leadership & Team Building

• Works in a matrix organization and advocates for account resource needs.
• Supervises the account teams’ staff on a day-to-day basis.
• Cultivates teams of professionals focused on critical aspects of service delivery with an eye towards, performance, efficiency, innovation and client satisfaction.
• Fosters staff retention and growth and help develop team member capabilities.

Collaboration & Coordination

• Coordinates the account by interacting with PCG executives, services business line, business development teams, software development teams, and local client engagement teams.
• In collaboration with internal business partners, strategically engages with clients and other stakeholders to understand the impact of PCG solutions and services, emerging client needs, and to ensure strong coordination across teams in meeting client expectations.

Required Skills:

• Leadership skills, including the ability to be decisive, consistent, transparent, and open to feedback.
• Professional maturity and ability to put the best interests of the client and PCG above self-interest.
• Staff development and coaching skills.
• Effective conflict management skills.
• Collaboration skills (with peers, staff, and leadership).
• Team-building skills.
• Strong communication skills (presentation, facilitation, and written), upward and downward.

Qualifications:

• 5+ years of operations management experience in the delivery and support of professional services (e.g., consulting, help desk, training/professional learning, business analytics, software development).
• PMP certification is required with a strong understanding of core project management principles and best practices.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• ITIL certification is a plus with a strong track record in applying industry best practices and dri