Description

Job Title: Coaching Services Operations Manager

Department/Contract: Spouse Education and Career Opportunities (SECO) Contract

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality services

Both a cover letter and resume are required for this position in conjunction with your application. A presentation will be required of finalists for this position.

Summary:

The SECO Program Coaching Services Operations Manager manages and supervises Career Coach Supervisors delivering SECO Program services. Responsible for contract performance, compliance and staffing while delivering quality operations. Provides day-to-day operational management of the career center and interacts with the government Program Office POC’s as appropriate. Develops and implements operational policies, procedures and guidelines for the effectiveness and efficiency of career coaching services operations. Ensures operational performance, quality control, and other performance standards are met and or exceeded. Supervises professional staff working in a contact center environment to deliver the full spectrum of career development services including; career exploration, career readiness, educational options, career transitions, and job search assistance to military spouses. Ensures sufficient technical and operational call center resources are established to meet contract requirements and resolves complex issues as needed. Creates and maintains efficiencies by developing positive call center work flows, using appropriate resources, evaluating by performance metrics and developing process improvements when necessary. Ensures that career coaches receive training to reflect current and future career development trends. Facilitates the approval process for government-directed training in accordance with contract requirements. Integrates career coaching activities into outreach and virtual services, e.g. webinars, social media, event support, etc. Works with the SECO Career Center Manager in the execution of the program to provide reporting, briefing, quality control and other support as required for customer delight. This remote position may be remote with key working hours on Eastern time. Periodic travel will be required to the corporate home office in Woodbridge, VA.

Essential Duties and Responsibilities:

• Provides support to the SECO Career Center Manager in the operational direction and oversight of Career Coaching Services.

• Conducts operational planning, execution, and evaluation of a multi-faceted program that requires collaboration with the Department of Defense customers to identify new and innovative services for military spouse education and employment opportunities.

• Works cooperatively with the Career Center Manager and Advising Services Operations Manager in developing short and long range goals, objectives, policies and operating procedures in accordance with contract parameters for the Career Center and specifically Coaching Services.

• Ensures that contract service, quality, and performance requirements are met and standard operating procedures (SOP) compliance is maintained by the SECO Career Coach Supervisors and staff.

• Advises the Career Center Manager and SECO Task Order Program Manager of any contractual issues that may result in Contracting Office action and of any anticipated or proposed adverse personnel action.

• Develops and submits weekly/monthly/quarterly management reports on compliance, quality and contract deliverables regarding Career Coach operations.

• Direct management and oversight of Career Coach Supervisors.

• Works with Career Coaching Supervisors and staff to problem solve and facilitate issues and situations.

• Provides oversight of the hiring process to ensure compliance with contract requirements and adherence to Zeiders’ Human Resources policies for Career Coaching staff. Ensures that contract staff receives required corporate-sponsored training in coordination with the Training Director, Human Resources and the contract’s learning specialists.

• Celebrates staff accomplishments and contract performance.

• Develops and implement performance standards; provides performance feedback and management consistent with Zeiders’ Human Resources policies.

• Serves as senior POC in managing escalated customer service or compliance issues regarding career coaching to include research, response, and corrective action.

• Serves as POC for SECO staff for various contract features; interfaces with the government client and supporting contractors regarding SECO contract features.

• Serves as POC for SECO Career Coach outreach deliverables coordination.

• Manages Senior Career Coach Projects and work assignments.

• Works cooperatively with other department managers/staff in developing and maintaining contract workforce management objectives, policies and operating procedures, quality standards and reporting requirements in accordance with contract parameters for the Career Center.

• Additional duties include, but are not limited to, the areas listed above.

Supervisory Responsibilities:

Manage Career Coach Supervisors who supervise career coaches. The position is responsible for the overall direction, coordination, and evaluation of these activities. Supervisory responsibilities are executed 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.

Required Qualifications:

• Master’s degree in Career Counseling, Higher Education Administration/Leadership, Counseling, Education or related field

• Five (5) years' experience supporting contact center operations or related service department that assists customers via phone, email, and online.

• 8 years personnel management/staff supervision delivered with preference for experience in a remote work setting.

• A minimum of 5 years’ experience as a professional career counselor, higher education administrator or as a workforce development professional.

• Experience providing career coaching/counseling to diverse adult populations across the full career development lifespan to include career assessments, career exploration, career decision-making, resumes, personal branding, interview strategies, job search strategies, etc.

• Strong written and verbal communication skills; ability to build rapport with individuals.

• Demonstrated evidence of successfully working in a team environment.

• Results-driven manager with the ability to influence and focus on continual process improvement.

• Ability to use Microsoft Office programs and a variety of technology applications.

Preferred Qualifications:

• Experience and proven track record with high-tempo technology-intensive service delivery operations, with a preference for a call center operation setting.

• An active certification in one of the following: the Certified Career Counselor (CCC) credential, Certified Clinical Supervisor of Career Counseling (CCSCC) or Certified Master of Career Services (CMCS) credential through the National Career Development Association, the Certified Workforce Development Professional (CWDP) credential through the National Association of Workforce Development Professionals, or the National Certified Counselor (NCC) credential through the National Board of Certified Counselors.

• MBTI and/or Strong Interest Inventory certification.

• Demonstrable success in government contracting through prior work experience in a customer-facing role.

• Former Military, Military Spouse, Veteran or Wounded Warrior.

Other Skills and Abilities:

• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver's license, transportation, and auto insurance are required.

• You will need to complete and clear the full government background check process based on your role.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; communicates with the highest level of professionalism when interfacing with government client.

• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports team's efforts to succeed.

• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments; holds subordinate staff accountable for their performance.

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality; discerns when center or website outages should be reported to the government client.

• Ability to work both independently and as part of a team.

Physical Demands:

Work is typically performed in an office environment. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Zeiders Enterprises, Inc. is an Equal Opportunity Employer

Pay Range: $72,750 - $75,000

PLEASE NOTE: The Zeiders pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) location, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)