Growth and Delivery Operations Associate

About NavaNava is a consultancy and public benefit corporation working to make government services simple, effective, and accessible to all. Since 2013, federal, state, and local government agencies have trusted Nava to build transformative digital services to help people access public benefits. Meeting our mission is an opportunity to restore trust between people and public institutions. We focus on populations that are the least protected because the stakes are higher.
As a client services company, we work with government agencies to improve how people apply for benefits, navigate their health care, and more. We bill for our time, selling our expertise and problem-solving methodology to government clients. Our clients hire us to help improve their products and services so that their users and beneficiaries have a better customer experience.
These end-users—the humans who benefit from our work—are at the core of everything we do. We research beneficiaries’ needs to help our government clients better deliver on their missions, providing everyone at Nava opportunities to do meaningful, impactful work.
Position SummaryWorking as a part of the Growth and Delivery Operations team, and reporting to the Director of Growth and Delivery Operations, you will provide analysis, advice, and recommendations to our delivery leadership team in making Nava’s matrixed staffing model more efficient, including training staff and consulting on implementation of changes. You will drive internal projects that help integrate client satisfaction surveys, employee feedback, and company strategic plans to make our teams more sustainable and effective.
Who we are looking forYou are an experienced technology or client services professional who can quickly build context in complex and distributed environments, and can proactively identify as well as support efforts to improve coordination and operations. You’re a detail-oriented and action-oriented operator, who takes ownership and initiative, and finds success when you’re unlocking the capacity of the teams you work with. You’re proactive – you’re actively thinking about ways communication channels or coordination efforts can be improved, and you know when to ask for help and when to make assumptions and move forwards. You’re collaborative – you value learning from the needs and constraints of different teams and leaders, and finding paths forward that bring people along rather than surprise them. 

What you'll do

• Identify and create plans to address redundancies and inefficiencies in operations among our delivery practices and project portfolios.
• Analyze and report on utilization trends for the delivery organization, working with leadership to plan sustainable non-billable activities like training and practice building.
• Manage Nava’s bench operations and coordinate non-billable projects for delivery staff.
• Develop infrastructure for client satisfaction notes and insights.
• Create and administer a cross-functional skills database. 
• Provide advice and recommendations to  leadership regarding the use of exit interview data, employee engagement data, stay interview data, and more regular project health touch points to refine employee retention strategies as we scale.

Required skills

• Experience working in operations roles at product or client services organizations.
• Experience planning and executing company wide initiatives and processes, inclusive of efficient process design and change management.
• Highly organized, resourceful, reliable, and detail oriented.
• Ability to build and form strong relationships with both the internal team and external vendors and work harmoniously with others.
• Excellent written and real-time communication skills, with the ability to work harmoniously with others and communicate empathetically across many groups of people in a clear, concise manner.
• An adaptive, proactive, empathetic, tenacious, and positive mindset.
• A critical thinker with a problem-solving mind.

Desired skills

• Experience working with state and federal government clients.
• Experience working cross-functionally with people operations/HR and business operations teams.
• Project Management Certifications (PMP, CSM Scrum Master, SAFe). 
• Experience with Google Suite, Atlassian suite, and other project management and resource management tools.

Other requirements●  Must have lived in the United States for at least three (3) of the past five (5) years. ●  An active green card or citizenship is required.●  Candidates who are offered a job with Nava must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.●  Offer of hire is contingent upon completion of a background check that includes a criminal record history review.●  Applicants select