Position Title: Director of Operations

Reports to: Community Resource Department Lead

Supervises: Community Resource Team Leads & Indirect Staff (Quality Analyst, Matching Strategist, Data

Scientists, Data Coordinator)

Collaborates with: Community Resources, Implementation, Sales, and Customer Success departments,

and on occasion New Product Development and Technology, and various NowPow administrative staff

Position Description:

The Director of Operations has three main roles: anticipating and planning for the needs of the

Community Resource department, maintaining and evaluating department performance against

department goals, and optimizing the Community Resource Team.

The Director of Operations is responsible for forcasting the new resource directory requirements,

facilitating communication between the Community Resource, Sales, Implementation, and Customer

Success departments at NowPow. The Director of Operations must also maintain and adjust the work

rates, produce productivity reports, and anticipate the staffing requirements for the Community

Resource department. In addition, The Director of Operations works to evaluate departmental

performance on a regular basis, continuially looking for ways to improve organizational processes,

productivity, and efficiency. The Director of Operations oversees and reviews all process improvement

projects and delegates work in order to achieve these goals. In addition to these duties, the Director of

Operations manages three Team Leads to ensure operational excellence and high employee

engagement. This includes weekly check-ins with these employees to guide their workflow and provide

performance feedback.

Qualifying applicants will demonstrate excellent organizational skills, project management skills, acute

attention to detail, a positive attitude, strong communication skills, and the ability to work between

several diverse teams. The Director of Operations must also have an in-depth knowledge of how

NowPow’s various tools and technologies work and are organized. The Director of Operations also leads

weekly interdepartmental meetings to address new and existing customer requests, and has

demonstrated excellent judgement in NowPow’s Community Resource process.

In addition to the above duties, the Director of Operations manages Team Support for Service

Information, NowPow’s technology for managing ticket requests. While coordinating and triaging Team

Support tickets distributed by Product Support, the Master Scheduler refines workflows to ensure client

and customer requests are handled in a thorough and organized manner, and regularly communicates

to internal and external stakeholders. This role requires communicating and executing timelines for

internal and external tickets, as well as larger new and existing community database building requests.

Responsibilities:

Scheduling Duties

• Lead NowPow’s efforts to maintain a Community Resource Master Schedule, whichanticipates and forecasts the staffing needs for building or expanding NowPow’s resource directory
• Ownership of Community Resource weekly report, which includes:
  • Prioritizing the department’s commitments and priorities to ensure that we are building/maintaining resources on time
  • Providing expertise on the departments rates and implementing changes as necessary to ensure an accurate report
  • Building an accurate weekly report that successfully predicts the number of profiles we are able to build and verify based on rates, expected absences, and historical data

Customer and Interdepartmental Requests

• Triage and respond to requests from NowPow’s Sales, Implementation, and Customer Success departments as well as requests from NowPow customers through Team Support ticket system
  • Create, organize, and manage workflows for project requests
  • Generate schedules and time tables for requests
  • Communicate and delegate tasks to the Community Resource department
• Must have an excellent working knowledge of our database and able to answer nuanced questions from customers about resources
• Meet and manage expectations for NowPow departments and customera
• Participate in regular weekly interdepartmental weekly meetings

Maintain and continually evaluate departmental KPIs

• Responsible for delivery of operational metrics and targets and measuring current operations through dashboards
• Maintain delivery of day to day service levels, quality measures, and customer experience
• Responsible for continually identifying operational best practices and further opportunities for process improvements as well as strategizing around these areas

Optimize Community Resource Team

• Optimize skills of the current and future team
• Predict appropriate staffing required for work
• Motivate and effectively manage Top Team members

Qualifications

Intrapersonal skills

• Excellent self-motivational, organizational skills and communication/negotiation skills required

• Ability to work well under external pressures
• Good problem-solving ability and project & process management skills
• Flexibility and ability to adapt to frequent procedural changes
• Awareness of and strategy around handling internal department and external customer needs

Interpersonal skills

• Excellent leadership, people management, communication and influencing skills at a senior level

• Ability to grow supervisees professionally

Practical skills

• At least 2 years of direct management experience
• Ability to demonstrate achievement of results (business improvements, cost savings, etc.)
• Ability to translate large-scale business strategy into day-to-day activities
• Candidates must be detail-oriented; experience with data entry preferred
• Experience using online and database resources required
• Working knowledge of NowPow’s SLS database and public-facing tools
• Advanced experience working with Microsoft Word, Excel, Outlook (and/or Google equivalents) and basic internet navigation and electronic communication skills required