Delivery Operations Associate

About Nava

Nava is a consultancy and public benefit corporation working to make government services simple, effective, and accessible to all. Since 2013, federal, state, and local government agencies have trusted Nava to build transformative digital services to help people access public benefits. Meeting our mission is an opportunity to restore trust between people and public institutions. We focus on populations that are the least protected because the stakes are higher.

As a client services company, we work with government agencies to improve how people apply for benefits, navigate their health care, and more. We bill for our time, selling our expertise and problem-solving methodology to government clients. Our clients hire us to help improve their products and services so that their users and beneficiaries have a better customer experience.

These end-users—the humans who benefit from our work—are at the core of everything we do. We research beneficiaries’ needs to help our government clients better deliver on their missions, providing everyone at Nava opportunities to do meaningful, impactful work.

Position Summary

Reporting to the Director of Delivery Operations, the Delivery Operations Associate will primarily be an executor, driving the internal optimization projects prioritized by leadership to completion. Projects may include (but are not limited to): Integrating client satisfaction surveys, employee feedback, and company strategic plans to make Nava’s teams more sustainable and effective; training and supporting delivery staff on new processes; executing on implementation of changes; developing data-driven employee retention strategies.

The Associate will also provide analysis, advice, and recommendations to Nava’s delivery leadership team in making Nava’s matrixed staffing model more efficient, raising potential issues to be prioritized by leadership.

What you'll do

• Develop infrastructure for Nava's Delivery Organization
• Perform administrative and clerical tasks to support Nava’s delivery operations 
• Manage Nava’s bench operations and coordinate non-billable projects for delivery staff
• Administer our cross-functional skills database and ensure data is linked to Nava's staff roster
• Ensure metrics are entered into our tracking system and surveys are rolled out on a regular cadence
• Organize and manage data gathered in client satisfaction interviews 
• In coordination with People Operations, manage non-billable activities like training and practice building
• Other duties as required

Required skills

• Experience working in operations roles at a professional services organization
• Experience supporting software delivery teams in an operational role
• Experience planning and executing large initiatives and processes, inclusive of efficient process design and change management
• Excellent written and real-time communication skills, with the ability to work harmoniously with others and communicate empathetically across many groups of people in a clear, concise manner
• Ability to build and form strong relationships with both the internal team and external vendors and work harmoniously with others
• An adaptive, proactive, empathetic, tenacious, and positive mindset
• Highly organized, resourceful, reliable, and detail oriented approach
• A critical thinker with a problem-solving mind

Desired skills

• Experience working with state and federal government clients
• Experience working cross-functionally with people operations/HR and business operations teams
• Experience with Google Suite, Atlassian suite, and other project management and resource management tools

Other requirements

All roles at Nava require the following:

● Must be legally authorized to work in the United States and meet any other requirements for government contracts for which they are hired.

● Candidates who are offered a job with Nava must possess work authorization that does not require sponsorship by their employer for a visa now or in the future.

● May be subject to a government security investigation and must meet eligibility requirements for access to classified information or applicants who are eligible for security clearances.

Perks working with Nava

● Competitive benefits: We prioritize your well-being, offering highly competitive medical, dental, and vision benefits.

● Generous time off: Enjoy 20 days of accrued PTO, 12 paid federal holidays, 5 floating holidays, and unlimited sick leave.

● Annual discretionary bonus: Paid annually to eligible employees. When Nava does well, you do well.

● Parental leave: Receive 16 weeks of fully paid parental leave and weekly meal deliveries during your leave.

● Employee wellness program: Access our comprehensive Employee Wellness Program.

● Virtual doctor visits: Enjoy zero copay virtual doctor visits through UHC.

● Fertility support: Benefit from fertility support and treatment options.

● Sabbatical leave: We offer a sabbatical leave program.

● 401k contributions: We match 4% of your salary in 401k contributions.

● Flexible work arrangements: We offer flexible work arrangements to suit your needs.

● Home office setup: Receive assistance with your home office setup and a monthly phone allowance.

● Utilities reimbursement: Get a monthly partial reimbursement for utilities (where applicable).

● Learning and development: Access our comprehensive learning and development program.

● Tuition and Professional development budget: Receive a prorated annual tuition and professional development budget and a LinkedIn Learning license.

● Equity stock options: Benefit from equity stock options.

● Employee referral program: Participate in our employee referral program.

● Commuter benefits: Enjoy commuter benefits.

● Insurance coverage: Receive short and long-term disability insurance, as well as life and accidental death insurance.

● Inclusive culture: Join our diverse, inclusive, highly collaborative, and vibrant culture that supports remote work.

Location

You can work in a hybrid work arrangement from one of Nava’s offices in NYC, DC, or San Francisco. We also have fully remote options if you reside in one of the following states:

Alabama, Arizona, California, Colorado, DC, Florida, Georgia, Illinois, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, North Carolina, New Jersey, New York, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, Wisconsin.

*If you are not living in one of the states listed above, unfortunately, you will not be considered for a position at this time. 

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Nava PBC equal opportunity employer that is deeply committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, age, gender, religious or political beliefs, national origin or heritage, marital status, disability, sex, sexual orientation or gender identity, genetic information, pregnancy, status as a protected veteran or any characteristic protected by federal, state, or local laws. Our commitment to diversity, equity, and inclusion not only reflects our values as a public benefit corporation but also enriches our ability to do our work. Learn more about where we are today and hope to be by 2025.

Please contact the recruiting team at [email protected] if you would like to request reasonable accommodation during the application or interviewing process.

We participate in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. This role requires you to work from the contiguous United States.