Manager, WCD Operations
Primary Responsibility / Summary The Manager, Workforce and Career Development Operations drives operational excellence by ensuring compliance with contract, funder, accreditation, and regulatory requirements through rigorous auditing across all programs; leads team collaboration and champions processes improvement; and develops tools to monitor project deliverables and budgets to ensure grant and WCD objective fulfillment. Essential Duties & Responsibilities Program Support Oversees all aspects of program operational support including participant engagement and case management training, monitoring programmatic performance conducting constructive appraisals, and facilitating new program onboarding to consistently exceed enrollment and placement goals for portion of the program team coaches / specialists. Supports QA and Data Performance Infrastructure. Develops and maintains program operating procedures in accordance with departmental and organizational policies and procedures. Program Excellence and Certification Designs and leads implementation of a department‐wide performance management and quality improvement culture. Leads Continuous Quality Improvement (CQI) efforts and leads CQI implementation. Executes on key improvement projects via standard WCD PMO methods; Plans, schedules, and tracks project timelines, deliverables and milestones in regular progress reports and contingency plans, as needed. Sets and continually manages project expectations with team members and other stakeholders. Drive operational excellence by conducting routine staff visits, reviews, and spot checks, and leading regular performance monitoring and monthly training meetings. Facilitate operational excellence by conducting program audits, monitoring reviews, and technical assistance visits. Monitors participant records, data gathering, and reporting systems according to funders, CARF and organizational standards. Leads regularly‐scheduled performance monitoring meetings and monthly training meetings with program staff. Optimize WCD programs by creating performance management and reporting tools that analyze key metrics such as deliverables, outcomes, and expenses. Ensure accurate and timely data entry and reporting. Serve as a key point of contact for external auditors, examiners, and surveyors, addressing their questions and concerns and prepares activities and lists for program certification, accreditation and other quality evaluations by external parties and program management staff as needed. Staff Supervision and Development Supervise high-performing and mission-driven team members by hiring, training, and managing staff, fostering a culture of accountability and collaboration, and ensuring compliance with organizational policies and relevant regulations. Support annual events including WCD All-Staff Meetings and WCD Holiday Party, managing logistics, presentations, and execution. Travel Requirements This position requires travel (25-50% of the time) within Southern California, a valid CA driver's license and state-required auto insurance is required. Driving records must be acceptable by the company’s insurance vendor. Supervisory Responsibilities This job supervises a combination of these Ambassadors: Supervisors, Specialists, Assistants. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Education & Experience Bachelor's degree from four-year college or university preferred. 3-4 Years of managerial, supervisory experience. Experience working with individuals with barriers to employment. Workforce Development preferred. Experience with Salesforce/CRM System preferred English Language Skills Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to use multiple software programs. Mathematical Skills Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Complexity Specialized or technical work with unclear guidelines. Diversified and requires interpretation of established policies/procedures and independent handling of non-routine problems and situations. Limited supervision. Computer Skills Database Software Case Management System HRIS System Microsoft Suite Software Other Software/Systems Pre-Employment Testing 8 Panel Drug Screen Background Check Live Scan Employment Verification Education Verification Personal References LEIE MVR Values-Based Work Environment Notice Goodwill Southern California provides a values-based work environment for our employees. All individuals are expected to support and promote our values: Respect . We treat everyone with respect, compassion and inclusion, recognizing their contributions and differences. Integrity. We conduct business with transparency, integrity and accountability. Service. We serve, empower and advocate for our clients, community, business partners and each other. Excellence. We pursue a vision of excellence and continuous improvement to better the lives of those we serve. The above description is not intended to be an “all-inclusive” list of the duties and responsibilities of the job described, nor is it intended to be such a listing of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job.
