Operations Manager – Client Services & Dispatch – Ashburn, VA
Operations Manager – Client Services & Dispatch
Job Type: Full-time; On-site
Overview
The Operations Manager – Client Services & Dispatch leads the Client Services and Dispatch teams, with primary accountability for personnel management, team development, and operational process ownership of these functions. Build, scale, and hold accountable high-performing teams that deliver service quality to customers. Partner with the operations management team to ensure end-to-end service delivery.
Responsibilities:
- Service-quality accountability. Serve as the primary point of accountability for service-quality outcomes delivered by the Client Services and Dispatch functions.
- Build and scale teams. Build and scale the Client Services and Dispatch teams in line with business growth, including workforce planning, hiring, onboarding, role design, staffing requirements, selection, and recommend termination.
- Develop people and culture. Develop team members through coaching, mentoring, skills development, and career-path planning; guide employees in handling difficult or complex problems and resolving escalated complaints or disputes. Foster a positive, collaborative team culture using strong interpersonal and communication skills across all levels of the organization.
- Performance standards and accountability. Establish clear performance.
standards and accountability mechanisms; conduct regular performance reviews, coach through performance issues, and hold team members to defined expectations. - Process ownership and daily operations. Own and continuously improve the processes within Client Services and Dispatch; maintain metrics, reports, process documentation, customer service logs, and training records; prepare work schedules and assign specific duties.
- Compliance and oversight. Monitor operations to ensure staff compliance with administrative policies and procedures, safety rules, contracts, and government regulations.
- Cross-functional collaboration. Collaborate with the operations management team, to formulate and implement cross-functional policies, procedures, goals, and objectives, including process and technology initiatives.
Experience:
- Five or more years of people-management experience leading and developing teams in a high volume, dynamic environment.
- Demonstrated track record of scaling teams, building accountability structures, and developing direct reports.
- Core Competencies
- Team Leadership
- Managing People / People Development
- Performance Coaching & Accountability
- Interpersonal Skills / Impact and Influence
- Conflict Resolution
- Change Management
- Customer Service
- Delegation
- Problem Solving
- Communication
- Work Environment: This job operates in a demanding, high stress, fast-paced call-center office setting, as well as occasional presence in a temperature-controlled warehouse.