Business Services Area Operations Manager - Charleston

## Description

## **Company Description**

At **Goodwill Industries of the Summit,**we assist people with disabilities and other vocational disadvantages to achieve full participation and integration into society through the power of work. Be a part of the Goodwill family where we train and lives change!

We envision persons with barriers to employment being able to choose rewarding employment, achieve financial security, and build careers and lives for themselves and their families, thus enriching our communities. We are currently growing and are looking for experienced individuals to support us in this endeavor.

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## **Job Description**

The Area Operations Manager will provide quality assurance and customer service to maximize contract retention and promote development of additional work for Goodwill Industries of the Summit's Business Services department. This position will work cooperatively with the department director, senior operations manager, site leaders, mission services staff, contract customers, and contracting agency personnel and will verify that contract specifications are met by monitoring scopes of work, obtaining customer feedback, and resolving customer complaints.

Essential duties and responsibilities include, but are not limited to, the following

• Routinely visit contract sites to inspect and verify conformance of completed work performed with contract requirements, specifications and quality standards, conferring with department director to develop improvement plans as necessary.
• Perform as a liaison between contract customers and Goodwill.
• Confer with customers in person, in writing and by telephone to provide information, confirm scopes of work and schedules, obtain feedback, receive complaints, and determine customer needs and level of satisfaction with services.
• Participate in contract start-up, shut-down processes and activities to cultivate positive customer relations and assure a smooth transition.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. Follow-up with the Director, Senior Operations Manager, Site Leaders, and Customer to ensure resolution.
• Develop and maintain records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
• Provide assistance and training to site supervisors related to operating procedures and work standards to develop supervisory competence and to ensure accurate and timely delivery of contract services assigned.
• Attend meeting as directed and necessary to support the achievement of departmental and agency goals and objectives.
• Completes interviews for department vacancies, employee onboardings, and performance evaluations for employees as needed.
• Report any concerns to the Department Director and Senior Operations Manager with recommendation or plan of action.

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## **Qualifications**

• High School Diploma or GED required. Associate's degree preferred.
• Three to five years supervisory experience in industrial contracts operation.
• Related work experience and demonstrated ability to manage multiple job sites as well as people with disabilities will be considered in lieu of degree.
• Valid driver's license and clean driving history required.
• Must have working knowledge of OSHA and ability to pass background check required in order to access contract sites.

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## **Additional Information**

• Full-time position.
• Position requires frequent local travel to and from various contract sites.
• A competitive compensation and benefits package for similar positions within the region will be offered. Goodwill Industries of the Summit offers benefits including retirement, group health, dental, and vision insurance, life insurance, short and long-term disability, and paid time off. All of your information will be kept confidential according to EEO guidelines.
• All your information will be kept confidential according to EEO guidelines.