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Milestone Technologies Regional Program Lead, NORAM in Fremont, California

Overview

Milestone Technologies is seeking a Regional Operations Manager to support Screening project at our client location. The Operations Manager role is crucial in ensuring that our client and employee’s expectations are exceeded thus resulting in a world class experience.

The best candidate will have a broad skill set including strong people leadership, customer service, communication, interpersonal skills, analytical horsepower, excellent business judgment, deep curiosity about how things work, be highly organized, energetic and have the ability to thrive in a fast paced and high-pressure environment.

Responsibilities

  • Works directly with Service Delivery Manager to coordinate, prioritize, and maintain optimal service execution.

  • Strategic administration and general management, which will include day-to-day leadership, management and maintaining performance of Screening Team Leads and Screening Associates

  • Provides hands on guidance, support, inspiration and solutions to ensure the health and safety of our team and a great experience for visitors passing through screening stations.

  • Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations

  • Generate/update and enforce Statement of Work (SOW) for all teams

  • Provide analysis on data and metrics, observe and report on service trends across individuals and team as a whole to drive direction and effectiveness of team.

  • Ability to develop and enforce Standard Operating Procedures (SOP)

  • Create the operational systems, processes and policies in support of the clients mission, improve management reporting, information flow, business process and organizational planning.

  • Main point of escalation for customers and complex issues that are blocking regional help screening associates, Team Leads and projects.

  • Conducts regular 1 to 1 with regional team leads to provide guidance and support and leads regional lead syncs by driving actionable discussions.

  • Conducts regular spot checks of regional screening stations.

  • Interview, hire, onboard and train new team leads

  • Collaborate with Milestone HR on all personnel issues or questions

  • Foster relationships and collaborate across Client Teams to drive key projects.

  • Responsible for assigned projects and efforts for key corporate initiatives and Internal Service Delivery initiatives.

Qualifications

  • Exceptional leadership, professionalism and customer-service skills

  • Ambitious self-starter who assumes ownership over projects and responsibilities

  • 4+ years Leadership and Management Experience

  • Leadership and core business/interpersonal skills.

  • Successful project management and task management, verbal & written communication skills, combined with relentless follow-up

  • Highly organized and system oriented, capable of working on multiple projects and maintaining communication.

  • Ability to prioritize and adapt while delivering results in a fast moving environment with constant changing priorities and demands

  • Excellent problem solver able to make decisions in a timely manner, sometimes under tight deadlines and pressure. Proven track record of driving results.

  • Experienced with aspects of performance management.

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Job ID 2020-12781

# of Openings 1

Category Support/Admin

Hire Type Regular Full-Time

Job Category Deployment

Milestone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

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