TITLE: Operations Manager
LOCATION: Residence within 4-hour drive of Washington DC (preferred, not required)
TRAVEL: Some travel required to meet with team and clients
About Us
The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines and extends our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.
About the Team
We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.
What you’ll be part of – TPG Culture
At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.
About the Role:
The Operations Manager is responsible for managing all staff, workflows, policies, procedures, and protocols necessary to support compliant and efficient operations for a large national language services program that performs virtual as well as on-site interpretation, written translation, Computer Aided Real-Time Transcription (CART), and transcription/translation of recordings services in +200 languages. The Operations Manager is responsible for providing guidance and managing operational staff to achieve all performance metrics and reporting operational and standardization compliance to the Program Manager. The Operations Manager will demonstrate outstanding operational, management, and customer service skills and experience.
What You’ll Do
- Establish and nurture timely communication and adherence to contract guidelines, deliverables, and applicable regulations.
- Manage and direct PMO and regional managers to ensure day-to-day tasks are delivered in a timely and professional manner.
- Communicate with regional managers daily to ensure they are conducting QC reviews of daily operations, completing administrative tasks, meeting staffing needs, enforcing client and company policies and procedures, and addressing performance issues promptly.
- Ensure uniform processes and procedures are implemented and executed across all regions and workflow tasks.
- Prepare and present information to mid-level and high-level stakeholders regarding the status of the program.
- Leverage key performance indicators to proactively monitor and improve performance.
- Maintain and update operating SOPs.
- Review current policies and procedures and recommend revisions which will support the changing/evolving needs of the operation.
- Oversee continual improvement and initiate necessary changes to the standard operating procedures.
- Oversee the implementation of operational changes or concerns and communicate changes to processes and/or policy, productivity levels and policy or procedural matters.
- Implement the company’s standard operating procedures at all locations and in executing all client work orders; monitor the work output level, quality of the work product, quality of service and ensures technical contract compliance.
- Collaborate with corporate staff to assist and guide PMO and regional managers in completing administrative and logistical tasks and resolving problems/concerns.
- Enforce employee code of conduct and provide guidance on disciplinary issues; collaborate with People Services Business Partner.
- Address issues in a timely manner and ensure chain of command is aware when appropriate.
- Collaborate with Compliance for audits and conduct internal routine quality checks to ensure operational, administrative and contract compliance.
- Monitor, review, and collaborate with PMO and corporate support services (People Services, IT, Payroll, Billing, and Finance) to ensure administrative procedures and contractual requirements are implemented efficiently and timely.
- Possess a thorough understanding of the contract budget and monitors and controls the operating budgets, billable vs. non-billable.
- Conduct employee performance reviews, evaluations, and counselling.
- Responsible for mentoring and professional development of PMO staff and regional managers. Work with People Services Business Partner and Training to identify training for all staff.
- Assess all training on a quarterly basis and recommend/implement required changes.
- Leverage technology to improve program efficiency, transparency, accountability, and quality and to mitigate risk.
- Monitors staffing fill rates, turnover, overtime and output levels per site.
- Maintain and safeguard sensitive and confidential information.
- Other duties as assigned.
Minimum Qualifications & Skills
- Bachelor’s degree.
- PMP certification (preferred).
- 10 years of supervisory experience, 5 years of which includes managing complex projects including oversight of hundreds of staff in subordinate groups and geographically dispersed locations.
- Must have a strong knowledge of Microsoft Office Suite and applicable systems used on assigned contracts to draft and edit all incoming/outgoing field reports.
- Effective communication skills; communicate effectively with multiple levels of management, external stakeholders, and customers.
- Able to foster strong business relationships with internal and external customers and employees at all levels and across multiple stakeholders.
- Ability to leverage technology to manage contract requirements and improve complex processes and procedures while also managing expectations of stakeholders and employees.
- Foster a positive culture rooted in teamwork, accountability, and shared purpose.
- Collaborate across all operational support areas to ensure the company’s best practices are continuously incorporated and consistently executed across the program.
- Strong oral, written, and interpersonal communication skills.
- Must have analytical skills and report writing experience.
- Ability to multi-task; be observant and anticipate operational needs.
- Must be accessible by mobile phone 24/7/365
- The work schedule may fluctuate according to work demands, and must be available to work a flexible schedule.
- Travel may be required, within the service area, and to attend meetings, conferences, and training as required to fulfill the obligations and responsibilities of the position.
- Must be willing to travel up to 30%
- Thrive in a 24/7 fast paced, ever evolving environment.
Desired Qualifications
- Reside within a four-hour drive of Washington, D.C. (preferred).
The Work Environment
This is a full-time remote opportunity where travel will be required. Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.
Work Schedule
The Operations Manager must be available to the Government via phone and email between the hours of 8:00 A.M EST to 5:00 P.M. EST, Monday through Friday. Candidates should expect evening and weekend hours will be required. Hours may vary depending on needs and may at times include travel, evenings, holidays, or weekends to meet specific project requirements.
Conditions of Employment
- Complete a Drug Test.
- Be at least 21 years of age.
- Available to travel as necessary.
- A valid US Driver’s license.
Security Clearance/Background Check Requirements
- Applicants selected may be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
- Must be a U.S Citizen or Permanent Resident.
- Residency requirement - 3 consecutive years in the last 5 years.
- Internal background check to the satisfaction of contract requirements.
Physical Requirements/Working Conditions
- Standing/Walking/Mobility: Must have mobility to walk sites and attend meetings with other stakeholders and employees.
- Climbing/Stooping/Kneeling: 10% of the time.
- Lifting/Pulling/Pushing: 10% of the time.
- Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
- Sitting: Sitting for prolonged and extended periods of time.
Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.
TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com
