Operations Manager is responsible for primarily supervising staff providing services to individuals through the Workforce Innovation and Opportunity Act (WIOA), performing highly advanced program administration and managerial tasks; works closely with the Program Director to plan, organize, manage, and direct day-to-day workforce operations. Required to exercise discretion and independent judgment in matters of significance as related to the management the Workforce contract. Directly supervises the Career Coaches. Additionally, will perform other relevant duties as assigned.

Oversee all workforce development programs and activities for the contract, coordinate with One-Stop partners for maximum efficiency in the delivery of services to customers.

Manage the workforce programs and systems according to established policies and procedures to achieve all contracted performance measures; stay informed about best practices.

Monitors customer case files for eligibility documentation.

Must be able to review budget to facilitate and set departments goals to operate efficiently and within budget.

Develop corrective action plans, as necessary, including staff performance improvement plans to achieve contracted performance benchmarks.

Identify training and technical assistance needs for staff and facilitate provision of necessary tools/resources to accomplish workforce programs goals.

Advise, mentor, and motivate staff to achieve workforce system goals and serve customers with the most appropriate level of service; maintain effective communication with all staff.

Utilize resourcefulness and initiative as appropriate to resolve customers' needs; instill respect, professionalism and customer engagement in staff when dealing with all customers.

Ensure the safety of staff; ensure customer confidentiality at all times.

Ensure that customer complaints and requests are handled timely, in the most professional manner and according to established guidelines; remain effective under pressure.

Inform leadership team on matters that may affect the contract and/or the workforce system; propose solutions for the timely resolution of the issues.

Ensure effective day-to-day operations at the Workforce Centers.

Ensure quality control and customer satisfaction.

Travel to attend meetings, trainings, and other activities, as needed.

Facilitate group orientations, as needed.

React to change productively and handle other essential tasks as assigned.

Bachelors degree (preferred) from an accredited college or university in a relevant field of study required or 5 years work experience working with workforce programs required; management experience at state, board, or contractor level preferred.

• Strong understanding and extensive knowledge of the workforce programs and the workforce system;understand the New Mexico Workforce plan and workforce integration.
• Strong leadership skills; ability to motivate and provide guidance to staff, management and leadership.
• Strong interpersonal skills; ability to communicate effectively and interact with all stakeholders;
• Strong knowledge of effective management techniques and practices, including planning, implementing, and assessing results.
• Ability to run WCOS and Ad-hoc reports to track both organizational and individual staff performance.
• Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas.

While performing the responsibilities of this job, the employee must be able to access all components of workstation and other office equipment.

Frequent typing, writing, bending, and twisting.

Must be able to lift up to 10 pounds.

Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.