Operations Program Manager

Richmond, VA

Fully Remote

Full Time

The Operations Program Manager position is responsible for the day-to-day operations of its assigned operations team(s). The position ensures service level commitments are met, oversees staff and client communications, and provides oversight, training, and mentoring for the team members.

• Manage escalated customer concerns to ensure a positive customer experience for clients.
• Assist in the continual improvement of Operations processes, and the updating of the team manuals and daily guidelines.
• Project monthly workflow and staffing needs to meet service requirements.
• Perform other related duties and assist with projects as reasonably assigned by management.

• At least two (2) to five (5) years' experience in a supervisory role leading multiple functions, or an equivalent combination of education and experience
• Experience in in meeting service delivery expectations.
• Excellent customer service management skills
• Experience in high-performance teams and demonstrated teamwork abilities.
• Creative problem-solving skills, adaptability, and organizational proficiency.
• Strong written, verbal and presentation communication skills
• Ability to work with and maintain confidential information
• Strong working knowledge of all applications of Microsoft Office

• Bachelor's degree or certifications in related field
• Working knowledge of woodworking, construction, or restoration
• Working knowledge of the property and casualty insurance industry
• Salesforce experience

• : ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• : ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• : ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• : ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions.

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer