About This Role
This role involves leading and optimizing the daily operations of a services team, overseeing 20-25 non-exempt staff in a fast-paced, high-volume environment. The position suits an experienced and results-driven manager with strong leadership, cross-functional communication, and customer service skills.
Responsibilities
- Oversee daily operations of a team of 20-25 non-exempt staff, ensuring performance meets department production, quality, and operational standards
- Track and evaluate staff performance metrics, implementing process improvements to meet or exceed quality and efficiency goals
- Provide coaching, guidance, and recognition to foster a high-performance culture
- Conduct performance reviews and facilitate corrective actions in partnership with HR and senior leadership
- Manage customer service in high-volume environments, ensuring efficient escalation and recovery processes to meet service excellence standards
- Ensure day-to-day service delivery in a high-volume environment runs efficiently and in accordance with established policies and regulations
- Ensure compliance with FDA regulations and company policies, collaborating with cross-functional teams to maintain and update these standards
- Contribute to strategic planning and leadership initiatives, working closely with senior management to achieve long-term organizational goals
- Oversee team budget, managing resources and additional hours needed to achieve targets
- Partner with talent acquisition to manage headcount and recruitment strategy
- Facilitate ongoing staff development by coordinating training with clinical teams to meet performance and quality standards
- Assist with quality management programs, provide feedback on operational efficiencies, and collaborate on cross-functional projects to support company-wide initiatives
- Utilize workflow automation tools and performance dashboards to monitor team performance and operational metrics, ensuring alignment with organizational goals
Requirements
- Proven experience managing large teams in a service environment, with a focus on performance management and fostering a high-performance culture
- Expertise in utilizing KPIs and performance metrics to drive operational improvements and meet organizational objectives
- Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments
- Proficiency with workflow automation tools and familiarity with production software and performance dashboards
- Strong communication skills to collaborate effectively with clinical, operational, and leadership teams
- Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction
