• Director, Operations-ABM

    Job Locations US-FL-Tampa
    Posted Date 1 week ago(8/14/2019 2:18 PM)
    Regular Full Time 40
  • Summary

    The Director of Operations provides leadership, direction, and strategic insight to the organization with the objective of maximizing productivity, efficiency and customer service. Position also has day-to-day leadership and management activities which support the organization’s mission, goals, and values. This role is considered a key position based on its impact to the organization’s success and the ability to model the behaviors necessary to make a positive impact organization-wide.

    Key Responsibilities - To simplify complexities for each customer

    1.  Provides direct input on how we deliver our customer service experience through policies, processes, and standards through development of infrastructure and systems needed to achieve a superior experience that differentiates us from our competitors.
    2. Defines key metrics and develops operating plans to measure items which are tied to company objectives.
    3. Establishes a culture that promotes teamwork, high morale, and productive employees, ultimately leading to better performance, job satisfaction, and retention.
    4. Manages, mentors, and develops department managers and supervisors, holding them accountable to performance expectations and providing them with leadership and management opportunities.
    5. Works with internal departments to ensure expectations are being met. Also, participates in regularly scheduled product management discussions with the purpose of recommending and managing enhancements and fixes related to the company’s software or regulatory requirements.
    6. Rolls out new program initiatives that drive customer satisfaction and retention and/or projects our clients and the company
    7. Remains current on state compliance issues and other industry-related topics that affect Operations.


    Leadership/Supervisory Responsibilities:  


    Directly supervises up to five employees, indirectly supervises approximately 100 employees.  Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals.  Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.   Acts as a change agent and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

    Position Qualifications


    Bachelor's degree from four-year college or university and 6-10 years related experience and/or training; or equivalent combination of education and experience.


    Knowledge, Skills and Abilities:

    * Ability to do up to 25% travel, as required.

    * Knowledge of Workers’ Compensation, Medicaid and Medicare Industries are highly preferred.

    * Knowledge of health care terminology and reimbursement strategies is highly preferred.

    * Expertise and proven experience in executing procedures, quality assurance and general work flow processes is required.

    * Proven leadership abilities and exceptional interpersonal, communication, and analytical skills is required.

    * Excellent organizational and planning skills are required. 

    * Ability to achieve positive and successful results in a fast paced changing environment is required.

    * Must possess the ability to query and analyze data through various software tools


    Physical Demands/Working Conditions:

    Duties are performed primarily in an office setting. Travel to attend meetings and visit locations throughout the country may be required.  Operate computer and standard office equipment such as telephone, copier, and printer. While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is frequently required to use hands.  The employee is occasionally required to stand and walk.

    *** Job descriptions will be reviewed and are subject to changes of business necessity.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


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