Operations Manager

SUMMARY: Responsible for providing daily guidance and training to all staff at the SERCO-operated Workforce centers and for directing the delivery of all client services and assuring performances are met

DUTIES & RESPONSIBILITIES:

Supervises SERCO and non-SERCO staff. Directs all client services of the workforce centers.

• In collaboration with the Project Director coordinate program and personnel matters with designated entities such as TWC, TDHS, TANF, WIOA, DOL, CCS, TRS etc.
• Implement all workforce funding source rules and regulations as set by governing agencies including, but not limited to, the Department of Labor (DOL), United States Department of Agriculture (USDA), Texas Workforce Commission (TWC), and Workforce Solutions for Concho Valley.
• Responsible for staffing the SERCO workforce centers consistent with the One-Stop system and plan.
• Cross-trains staff in the different functions and services of the career centers.
• Responsible for conducting in-house program audits on a routine basis to ensure contractual compliance.
• Ensures that all customers, employers, job seekers, and students, are being served in a business, respectful and deserving manner. Through data analysis and research.
• Provides a customer user-friendly environment at the career center.
• Ensure that all areas of the Workforce Centers are operational.
• Coordinates the outreach, recruitment, and marketing of the center services.
• Ensures the performance levels are being met for the universal and targeted population.
• Coordinates the flow of client services through meeting with center staff.
• Establishes new linkage with community organizations and employer networks to secure support services.
• Evaluates the service delivery system and provide input and feedback to the Project Director.
• Supervises the intake/eligibility staff, career counselor, customer/business service representatives, and other employees assigned to the center.
• Coordinates all management aspects of personnel, finance, purchasing, facility operations, and other management issues with appropriate staff.
• Submits site and weekly reports in support of management goals and objectives to the Project Director.
• Develops and delivers specific integration plans and oversees the improvement of community partnerships with a focus on employer-driven workforce systems to further improve performance and ensure partners are oriented to the SERCO model.
• Establish community presence and increase outreach for workforce centers by appropriate community participation.
• Plan and implement actions for continuous improvement.
• Coordinate all management aspects of personnel, finance, purchasing, facility operations, and other management issues with appropriate staff. Create and implement center systems and protocols that support all aspects of expected service delivery, customer service, budget, expenditure plans, performance attainment, quality, and adherence to compliance.
• Develop and implement survey instruments to enable evaluation and monitoring of system performance including Employer, Job-seeker, Partner Satisfaction Surveys, Community Partnership Council Surveys, Enterprise Seminar Surveys, and Community Focus Group Surveys.
• Coordinate the flow of client services through meeting with center staff.
• Facilitates compliance with contract provisions for each funding source
• Oversight and management of workforce center. Responsible for daily service delivery by ensuring resource levels are adequate.
• Works on business plans and their implementations. Performs other duties as assigned

EDUCATION AND EXPERIENCE:

• Graduate from an accredited college or university with a Bachelor’s Degree in Business or the Social/Behavioral Sciences.
• Minimum of three (3) years of management experience with knowledge in the workforce development system or similar setting.
• Working knowledge of WIOA, TWC rules, HB 1863, Chapter 809 Child Care Regulations, and other applicable legislation affecting the workforce development system.
• Bilingual (English/Spanish) preferred.

• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES:

Must possess a valid Texas Driver’s License and provide automobile liability insurance as required by the State of Texas.

• Must have access to reliable transportation in order to make required visits
• Leadership- The job requires a willingness to lead, take charge, and offer opinions and direction.

• Dependability — The job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Initiative — The job requires a willingness to take on responsibilities and challenges
• Integrity — The job requires being honest and ethical
• Self-Control — The job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

PHYSICAL DEMANDS: While performing duties of the job, the employee is occasionally required to stand; walk; sit; for long periods of time. Employees must be able to drive for extended periods of time. Employees must occasionally lift and /or move up to 25 pounds and must be able to set up a display area.

WORK ENVIRONMENT: Fast-paced, demanding physically and mentally, will be in constant communication.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice.

General sign-off: The employee is expected to adhere to all company policies and to act as a role model in adherence to policies.

Equal Employment Opportunity Employer, position open until filled