Coaching Services Operations Manager

Job Title: Coaching Services Operations Manager

Department/Contract: Spouse Education and Career Opportunities (SECO) Contract

Zeiders is an industry leader in military and family support. Our company's reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Headquartered in Woodbridge, VA, Zeiders employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality services

Both a cover letter and resume are required for this position in conjunction with your application. A presentation will be required of finalists for this position.

Summary:

The SECO Program Coaching Services Operations Manager manages and supervises Career Coach Supervisors delivering SECO Program services. Responsible for contract performance, compliance and staffing while delivering quality operations. Provides day-to-day operational management of the career center and interacts with the government Program Office POC’s as appropriate. Develops and implements operational policies, procedures and guidelines for the effectiveness and efficiency of career coaching services operations. Ensures operational performance, quality control, and other performance standards are met and or exceeded. Supervises professional staff working in a contact center environment to deliver the full spectrum of career development services including; career exploration, career readiness, educational options, career transitions, and job search assistance to military spouses. Ensures sufficient technical and operational call center resources are established to meet contract requirements and resolves complex issues as needed. Creates and maintains efficiencies by developing positive call center work flows, using appropriate resources, evaluating by performance metrics and developing process improvements when necessary. Ensures that career coaches receive training to reflect current and future career development trends. Facilitates the approval process for government-directed training in accordance with contract requirements. Integrates career coaching activities into outreach and virtual services, e.g. webinars, social media, event support, etc. Works with the SECO Career Center Manager in the execution of the program to provide reporting, briefing, quality control and other support as required for customer delight. This remote position may be remote with key working hours on Eastern time. Periodic travel will be required to the corporate home office in Woodbridge, VA.

Essential Duties and Responsibilities:

• Provides support to the SECO Career Center Manager in the operational direction and oversight of Career Coaching Services.
• Conducts operational planning, execution, …