Operations Manager - Austin, Texas in Austin, TX at BakerRipley

Date Posted: 6/6/2021

Job Snapshot

Job Description

As a member of the Capital Area Child Care Services team, you will join an incredibly talented and hardworking program dedicated to serving clients in the Austin area through child care services while advancing BakerRipley’s impact in the region.

Reporting to the Program Director, the Operations Manager oversees the daily operations and customer service levels of the Child Care program functions of Customer Eligibility & Communication, Business Innovation, and Quality Assurance. The OM serves as a strength-based team leader, champions culture change, and ensures the team operates an effective and efficient program. The OM is responsible for ensuring customer transactions are completed timely and appropriately across all service channels, including face to face, over the phone, and remotely through the mail, e-mail, and web. The OM tracks, oversees and optimizes customer inquiries, issues, and operational timeliness utilizing dashboard data, phone system records, issue tracking applications, and general observation skills. The OM analyzes workload and staffing levels, scheduling and assigning work. The OM creates or recommends changes in processes, systems, and staffing to streamline and improve the customer experience while meeting regulatory requirements for program compliance. The OM possesses strong leadership qualities and performs in a professional and tactful manner. The OM calmly handles stressful situations with customers by employing excellent communication and customer service skills. The OM ensures that all staff within the unit are onboarded and trained effectively, as well as provided with ongoing training to ensure optimal performance.

CORE DUTIES AND RESPONSIBILITIES:

  • Represents the department at community meetings, events, and with partners to promote the childcare program & support parent’s through the enrollment process.
  • Oversees and supervises the daily operations of the staff resources allocated to the program
  • Interviews, hires, and coaches employees to optimal performance levels
  • Evaluates the effectiveness of customer service delivery methods and implements efficient and innovative methods to improve overall customer satisfaction. This includes making positive enhancements in the phone system, email communication flow, online customer applications, walk-in customer traffic, internal procedures, and back-office processes
  • Develops and implements accountability measures for staff and ensures such measures are monitored by supervisors and included in staff performance evaluations
  • Ensures that staff is meeting performance objectives and that supervisors are taking appropriate actions to timely and effectively address performance deficiencies
  • Remains current with laws, rules, and regulations affecting the Child Care program and ensure processes and procedures meet all requirements
  • Manages the resolution of internal and external monitoring and auditing exceptions by defining error causes and implementing appropriate corrective actions
  • Manages performance to established budget.
  • Identifies and requests changes to budget to save money or improve customer service and meet requirements
  • Performs other duties as may be assigned
  • Relocation stipend available for non Austin residents 
  • This role temporarily includes an alternating work schedule that requires both in-person and work from home responsibilities 

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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)