Strategic Operations Coordinator

About Seedco's Workforce 1 Career Center:

The New York City Workforce1 Career Center system provides employment, job training and business services through a variety of programs and locations throughout the five boroughs.

As the central customer contact and delivery points of a large, complex, service operations model, the Career Centers face a variety of operational challenges and require the attention of professionals who are equipped and trained to support major change initiatives as well as ensure the monitoring and improvement of routine operations.

Position Overview:

Seedco is seeking qualified candidates for a full-time Strategic Operations Coordinator position at the Upper Manhattan Workforce1 Career Center located on West 125th Street. The center, operated by Seedco for the Department of Small
Business Services (DSBS), is part of a system of seven employment centers providing intensive workforce services in New York City under the federal Workforce Investment Act (WIA). With a staff of 40 workforce professionals in six service units (Outreach/Intake; Career Advisement; Job Development; Training; Retention; Employment Support) the center serves thousands of residents on a monthly basis and is undergoing significant changes in service delivery processes designed to efficiently accommodate the high demand. The Strategic Operations Coordinator will serve as a liaison between the center and
DSBS on enhancing operational systems in sync with the Workforce1 System that will enhance service outcomes and improve center performance measures.

The Strategic Operations Coordinator (SOC) serves as the analyst, synthesizer and career center champion of change initiatives and business process redesign projects aimed towards significantly improving overall operations. He or she
strikes a balance among documenting processes, developing strategies for process improvements, implementing interim and long-term solutions, and troubleshooting daily operational challenges. The SOC works closely with SBS staff and stakeholders from other Centers to gain knowledge of best practices, leverage system expertise, and enable more fluid connections and processes throughout the Workforce1 Career Center system.

Responsibilities:

1. Oversee Operations

· Ensure that customer flow, service delivery, and data management are conducted consistently, efficiently, and effectively. Design, document, and implement standard processes across all aspects of operations.

· Work with staff at all levels to understand challenges, perform daily troubleshooting, and guarantee high quality customer service.

· Monitor performance against contractual and strategic goals. Determine optimal service processes and establish tracking methods for activities and outcomes.

· Identify and codify quality standards for service delivery.

· Act as an agent of change, seeking to communicate the importance of healthy operations in the successful running of a large workforce development program funded by the City.

2. Support Technology

· Perform data analysis to support strategic goals, service delivery, and operations.

· Serve as a local champion of large scale technology initiatives by participating in requirements gathering, testing, training and rollout of new functionality.

· Support center staff with use of technology and coordinate with SBS and center IT lead to ensure that issues are resolved promptly. Train center staff on new technology through formal and informal methods.

· Assist in the creation, improvement, and distribution of operational and management reporting information for all center programs.

3. Participate in Strategic Planning

· Assist in developing, implementing and coordinating strategies designed to promote the improvement of job seeker and business customer programs and their integration across the City.

· Identify areas in need of operational improvement and develop strategies for addressing those needs. Serve as the Center advocate for obtaining resources, overcoming obstacles, and pursuing opportunities associated with change management.

· Serve as the subject matter expert for center operations; provide input based on observations and expertise in specific areas of frontline operations (e.g. customer intake, recruitment events).

· Evaluate center/staff capacity to implement strategic plans.

4. Coordinate with SBS

· Coordinate with the Director of Strategic Operations at SBS on all matters related to operations, technology, and process improvement.

· Drive system-wide initiatives within the center; synthesize quantitative and qualitative information to communicate status, progress, deliverables and resource requirements.

· Oversee responses to audits and program monitoring exercises.

· Balance center operational needs and challenges with long term system and organizational goals.

Qualifications:

· A baccalaureate degree from an accredited college and three years of professional experience, including the management or supervisory experience as described below; master's degree a plus.

· Demonstrated ability to thrive in environments with multiple stakeholders, frequent change, and diverse objectives;

· Excellent strategic thinking, operations, quantitative/qualitative skills;

· Ability to gather and synthesize information from a wide variety of people and sources;

· Experience managing large scale projects and driving change initiatives, including efforts requiring as-is process mapping and the design and rollout of new processes and standard operating procedures; and

· At least one year of full-time management or supervisory work in an operations role or field.

Compensation:

Salary commensurate with experience. Full benefits package. Seedco is an EEO employer.

How to Apply:

Forward resume and cover letter with salary history to: jobopenings@... with the subject line "Strategic Operations Coordinator (Req#09-68)." Emails without this subject line will not be considered. Please, no calls about this job. Email is preferable to fax..

Please visit our website www.seedco.org for other job opportunities.