Operations Manager (Solar/Energy Campaign)

Job description:

The Operations Manager reports to the Director of Operations.

Core Tasks:

• Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
• Conduct leadership training for new leaders and regularly reinforce leadership principles with all leaders under management.
• Design and promote high-visibility key performance indicator (KPI) reports to monitor progress toward program goals for both production and supervisory staff.
• Update the People Analyzer (or equivalent performance tracking tool) for direct reports on a weekly basis.
• Conduct a weekly team meeting with direct report leaders to:
• Review production results
• Perform root cause analysis and resolve issues
• Identify opportunities to recognize strong performance
• Conduct a weekly one-on-one meeting with each direct report to:
• Review team progress using performance tracking tools
• Ensure alignment of expectations
• Assess and improve job satisfaction
• Conduct a weekly coaching session with each direct report leader to enhance leadership capabilities and ensure adherence to standard coaching practices.
• Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
• Conduct weekly quality calibration meetings with clients for programs under management and take ownership of resolving identified findings.
• Establish and measure expectations for support departments:
• Assess the effectiveness of technology, tools, and systems, and communication opportunities for improvement to the appropriate teams or clients
• Monitor onboarding and offboarding practices to ensure adherence to standard processes
• Evaluate training effectiveness and provide feedback to the Learning and Development team to address knowledge and skill gaps
• Assess recruiting effectiveness and provide feedback regarding candidate criteria and selection
• Review all disciplinary actions to ensure alignment with leadership principles, organizational values, and the company’s code of conduct.
• Handle client requests and escalations in a timely and professional manner.
• Escalate with urgency, any business disruptions, employee welfare concerns, or situations that may impact client trust.
• Align employees with organizational goals through communication, education, and engagement initiatives.
• Perform other duties and responsibilities as assigned.
• Promote and embody core values such as customer focus, accountability, integrity, continuous improvement, and well-being.

Benefits:

• Health insurance
• Life insurance
• Paid training
• Staff meals provided