Field Operations Director, California Connect

The Field Operations Director (“Director”) will oversee the management and effectiveness of California Connect and ensure that best-in-class service is provided for all stakeholders. The Director is responsible for all field operations management activities. The Field Operations Director will report to the Field Operations Program Director and will also interface with the DDTP Vendor Partners, Community and Service Partners, as appropriate.

The Director’s success is measured by the organization’s ability to provide high-quality services while meeting Service Level Agreements (SLA), improving performance, increased use of resources, and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company's operational targets and daily business decisions. 

This position requires residency in the state of California—relocation assistance is not available for this role.

Essential Functions 

• Oversee all field operations services and report out on progress, issues, and areas for improvement  
• Manage staff assigned to perform the field operations activities, including in-person and virtual support, customer assessment, delivery and setup of equipment, troubleshooting, training, and returns processing 
• Coordinate and plan logistics for community engagement events at Service Centers 
• Responsible for contracting and managing Service Providers 
• Responsible for meeting all Field Operations requirements, including performance and Service Level Agreements (SLAs) 
• Enter, track, and report on all Field Operations activity through a DDTP customer and inventory tracking system 
• Develop and deploy all strategic and tactical plans that apply to the performance of California Connect services, serving as a subject matter expert and brand ambassador 
• Lead coordination and integration of efforts among operations, workforce management, customer experience and training, and technology divisions to produce smoother workflow and more cost-effective business processes 
• Forecast potential challenges and opportunities using current and projected data to make business decisions supporting the growth and scaling of business operations 
• Identify and target areas in which California Connect services can improve and excel in operations 
• Consult with the Field Operations Program Director to optimize workforce management efficiencies, ensuring California Connect services are staffed to meet client agreements 
• Coordinate with internal stakeholders to successfully train and equip staff with the tools and skills necessary, including proficiency in training information, to deliver top-of-the-line service to California Connect customers 
• Identify and coordinate resources within and outside of regional locations to support any and all business needs not currently supported internally. This involves a periodic engagement with the Division Vice- President 
• Communicate and explain new directives, policies, or procedures to supervisors or managers; for significant changes, meet with entire operations staff to explain changes, answer questions, and maintain morale 
• Oversee departmental revenue goals and manage expenses to stay within operating budgetary allowances 
• Participate in the annual budgeting process and review monthly financial results to ensure that it accurately reflects the current performance 
• Provide ad-hoc direct support to the Field Operations Program Director, the Division Vice-President, and the President through regular communication and support of extemporaneous assignments on an as-needed basis 
• Projects a positive image of the organization to employees, customers, industry, and community. 
• Coordinates with Talent and Culture and managers to foster a positive and engaging culture for California Connect employees 
• Collaborates with other departments to plan launches, events, marketing, and other things as needed 
• Other duties as assigned. 

Knowledge, Skills, and Abilities

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Proficient in operations management and contract management practices and principles 
• Ability to build and maintain working relationships with many different cross-functional teams 
• Excellent communication skills, an ability to be concise, and strong instincts on how to communicate most effectively with partners/requestors, such as when to reach out by email vs by phone 
• Strong balance of leadership, business acumen, and technical skills 
• Easily adaptable to a rapidly changing,