Field Operations Program Director, California Connect

Job Description

Job Description

Description:

The Field Operations Program Director will be responsible for providing day-to-day management of Contractor resources and activities, including overall performance and contract compliance. The Field Operations Program Director will be the primary interface with the CPUC Contract Manager or designated assignee. The Field Operations Program Director will ensure that CSD’s resources fulfill the responsibilities of the California Connect contract and are available for the contract’s duration.

Essential Functions

• Responsible for the execution and overall management of the Field Operations Team
• Responsible for managing staff assigned to perform the duties under CA Connect, including hiring, training, and supervision
• Engage with the CPUC Management Team on a day-to-day basis or as needed to ensure the project receives the required commitment and support
• Proactively collaborate and coordinate with other DDTP Vendors, Community and Service Partners
• Communicate and report on project progress, risks, and issues on an ongoing basis
• Support the Division President by acting as a liaison, as needed, with the CPUC Contract Manager or designated assignee to confirm CPUC expectations are met
• Ensure all requirements are fulfilled including performance and Service Level Agreements (SLAs)
• Provide reporting and communications to CPUC Management, Advisory Committee, Vendor Partners, and other stakeholders
• Work cooperatively with the Division President to resolve escalated issues including, but not limited to, contractual requirements, risk mitigation, and any other issue that requires the Division President’s attention
• Oversees key components, staffing and budgets of California Connect programs and community-driven campaigns
• Builds a collaborative spirit within the CSD team and partner organizations, to share information and resources, best practices, program issues and successes with each other
• Develops program goals, including effective and efficient methods to track, evaluate and meet funding and stakeholder requirements
• Represents the company by serving as an ambassador of the organization. Maximizes opportunities to publicly present and/or advocate for CSD products and services, and identifies and develops collaborative relationships to raise access to services and improve the quality of life for deaf and hard-of-hearing people
• Builds CSD reputation as the partner, provider, and neighbor of choice through becoming an integral part of politics, communities, and cultures and promoting a positive perception of our organization and programs
• Collaborates with internal CSD teams to carry out California Connect initiatives, including messaging and sharing opportunities and resources
• Works closely with the Field Operations Director to identify and determine needs in our community and how we may fulfill those needs through our programs and to continue the growth of our national scale efforts
• Other duties as assigned

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Excellent writing and presentation skills. Demonstrated skills, knowledge and experience in the design and execution of communications and public relations activities
• Strong project management skills, including analysis, planning, organization, prioritization, and attention to detail and the ability to manage multiple projects simultaneously
• Ability to assimilate strategic information and convert it into clear and concise messages appropriate to different audiences and objectives. Strong listening and relationship-building skills
• Ability to develop and maintain effective working relationships; Proven ability to build national coalitions, strengthen relationships with and influence a diverse population
• In-depth knowledge of the community support, advocacy and employment needs of deaf and hard-of-hearing individuals
• Strong understanding of government and community systems at the local, state and federal level
• Proven ability to lead a diverse group of managers and staff, locally and nationwide.

• Bachelor’s degree in Social Sciences, Public Relations, Business, Communications, or related field; or equivalent professional experience
• A minimum of three (3) years of experience within the past ten (10) years, leading a Statewide program.
• A minimum of five (5) years of experience as a Field Operations Program Manager or Project Director within the past (10) years being directly responsible for activities in the following Program Operational knowledge areas: procurement, regulatory compliance, finance, and operations management
• A minimum of five (5) years of experience within the past ten (10) years, supervising teams of 25 people or greater on projects that involved Statewide programs.
• A minimum of five (5) years of experience within the past ten (10) years building and maintaining strong working relationships with clients and key internal and external stakeholders; conveying relevant information to an executive-level audience, and ensuring the client is aware of progress/service status and building credibility and fostering business-partnering relationships.
• A minimum of three (3) years of experience within the past ten (10) years working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce, etc.)
• Ability to communicate effectively using American Sign Language (REQUIRED)

Work Environment / Physical Requirements

This position is largely self-directed and requires understanding and compliance with company policies, procedures, and values. The position works in a virtual office environment, utilizing a computer and standard office equipment. While performing the duties of this job, the employee is regularly required to interact collaboratively with the team and stakeholders and communicate via phone, videophone, or text messaging. The employee may be required to occasionally lift and/or move up to 20 pounds. The position may require travel up to 25%.