OPERATIONS (OPS) TEAM LEAD

Terry Soot Mg

Full-time

About the position

The Operations (Ops) Team Lead role is responsible for overseeing day-to-day operations and providing guidance to Drivers. This position involves managing a team of Data Collection Driving Operations field resources, ensuring adherence to standard operating procedures, and facilitating professional development among team members. The Ops Lead plays a crucial role in maintaining relationships with internal and external stakeholders and driving service improvement initiatives.

Responsibilities

• Manage team of Data Collection Driving Operations field resources
• Drive day-to-day operations following standard operating procedures
• Assist in identifying knowledge gaps, coaching, mentoring, and the professional development of field surveyors
• Conduct periodic reviews with teams and Program Managers
• Facilitate team meetings to disseminate relevant information to the Team
• Collaborate with other team members to manage the collective workload and coordinate various logistics including coverage for team members as needed
• Provide Subject Matter Expert (SME) advice on regional issues and concerns
• Assist with strengthening relationships with internal/external customers and vendor/partner organizations
• Participate in weekly and monthly business review meetings with internal and external stakeholders
• Assist in gathering and analyzing reporting details
• Provide status reports (weekly, monthly, etc.) as required
• Support with special projects; invoice verification and reporting metrics as needed
• Work with internal teams and external vendor/partner teams to provide resource planning support (work plan allocation/management/logistics/etc.) for applicable projects and programs
• Assist with creating/maintaining resource forecasts in conjunction with customer for vendor/partner sourcing organization
• Assist in adherence to quality, safety, and financial controls
• Identify and monitor performance trends and take necessary corrective actions to meet SLA targets and ensure customer satisfaction
• Provide insight, guidance, continual service improvement, and service assurance support
• Assist in driving service improvement programs and initiatives
• Ensure RCA contains the proper analysis methodology, documented actions, root cause identification, and effective proactive and corrective actions
• Escalate issues (performance/functional) to the management team as needed

Requirements

• Experience as a people manager and/or operations lead
• Strong written and verbal communication skills
• Able to work at a fast pace, manage a heavy flow of emails, and be interruptible to address urgent program issues
• Great people management skills (effective communication, understanding, respectful, able to build rapport, set clear expectations, give constructive feedback, etc.)
• Self-motivated with a proven track record
• Team player and willing to assist when and where needed
• Ability to analyze data and establish measurable action plans to improve performance
• Ability to travel

Nice-to-haves

• Bachelor's Degree or equivalent experience
• Field surveying program specific knowledge