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Manages human resources support across multiple locations, focusing on benefits, leave administration, FMLA, ADA accommodations, employee relations, performance management, training, HRIS workflows, tuition reimbursement, compliance, and policy guidance. The role supports investigations, documentation, benefits inquiries, corrective actions, and legal-risk reduction while partnering with managers, Accounting, Talent Development, and HRIS teams.

Evaluates and scores customer interactions across calls, chats, emails, and cases for quality, compliance, and customer service standards. Monitors contact center performance metrics, workforce adherence, staffing needs, and service delivery. Produces reports, scorecards, dashboards, and trend analyses; identifies errors, training gaps, risks, and process improvements. Provides feedback and coaching recommendations, supports calibration and root cause analysis, and communicates operational insights to leadership while protecting sensitive information.

Lead and grow Goodwill's Business Services lines—oversee operations, P&L, contracts and project managers, drive business development, ensure federal contract performance, and support workforce development and compliance.

Oversee more than 100 employees processing Service Treatment Records for separated and retired military personnel. Ensure compliance with VA requirements and contract production standards, analyze performance metrics, manage staffing and attendance, approve payroll entries, address employee concerns, conduct appraisals, and coordinate disciplinary or personnel actions with Human Resources. The role also supports loss prevention, inventory control, risk management, ethics, customer service, and continuity between shifts.

Manage and oversee Goodwill workforce programs including recruitment, training, case management, grant compliance, reporting, staff supervision, partner relations, quality monitoring, budgets, and continuous improvement.

Process Freedom of Information Act and Privacy Act requests: log and research requests, scan and draft response letters, close cases in AF eFOIA, review publications for compliance, conduct staff assistance visits and training, prepare progress reports, and provide customer service while protecting sensitive information.

Manage full procure-to-pay cycle, lead strategic sourcing (RFQs/RFPs), evaluate and negotiate with suppliers, review contracts for compliance, produce procurement analytics and KPIs, streamline purchasing processes, and train/support internal stakeholders on procurement systems.