Operations Manager 

SUMMARY:  Responsible for providing daily guidance and training to all staff at the SERCO-operated Workforce centers and for Directing the delivery of all client services and assuring performances are met

 DUTIES & RESPONSIBILITIES:

 Supervises SERCO and non-SERCO staff.  Directs all client services of the workforce centers.

• In collaboration with the Project Director coordinates program and personnel matters with designated entities such as TWC, TDHS, TANF, etc.
• Implement all workforce funding source rules and regulations as set by governing agencies including, but not limited to, Department of Labor (DOL), United States Department of Agriculture (USDA), Texas Workforce Commission (TWC) and Workforce Solutions for South Texas (WSST).
• Responsible for staffing the SERCO workforce centers consistent with the One-Stop and system and plan.
• Cross-trains staff in the different functions and services of the career centers.
• Responsible for conducting in-house program audits on a routine basis to ensure contractual compliance.
• Ensures that all customers, employers, job seekers, and students, are being served in a business, respectful and deserving manner. Through data analysis and research.
• Provides a customer user-friendly environment at the career center.
• Ensure that all areas of the Workforce Centers are operational.
• Coordinates the outreach, recruitment, and marketing of the center cervices.
• Ensures the performance levels are being met for the universal and targeted population.
• Coordinates the flow of client services through meeting with center staff.
• Establishes new linkage with community organizations and employer networks to secure supportive services.
• Evaluates the service delivery system and provides input and feedback to the Project Director.
• Submits site and weekly reports in support of management goals and objectives to Project Director.
• Develops and delivers specific integration plans and oversees the improvement of community partnerships with focus on employer-driven workforce system to further improve performance and ensure partners are oriented to the SERCO model.
• Establish community presence and increase outreach for workforce centers by appropriate community participation and participates in workforce development committees, taskforces, and policy development boards and other stakeholders of the workforce development system.
• Plan and implement actions for continuous improvement.
• Coordinate all management aspects of personnel, finance, purchasing, facility operations, and other management issues with appropriate staff.  Create and implement center systems and protocols that support all aspects of expected service delivery, customer service, budget, expenditure plans, performance attainment, quality and adherence to compliance. 
• Develop and implement survey instruments to enable evaluation and monitoring of system performance including: Employer, Job-seeker, Partner Satisfaction Surveys, Community Partnership Council Surveys, Enterprise Seminar Surveys, and Community Focus Group Surveys.
• Coordinate the flow of client services through meeting with center staff.
• Facilitates compliance with contract provisions for each funding source.
• Oversight and management of workforce center. 
• Responsible for daily service delivery by ensuring resources levels are adequate.
• Works on business plans and their implementations and provides guidance and assistance for business services component plus other duties and responsibilities as deemed appropriate.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE:

• Graduate form an accredited college or university with a Bachelor’s Degree in Business or the Social/Behavioral Sciences preferred.
• Minimum of three (3) years management experience with knowledge in the workforce development system or similar setting.
• Familiar and sensitive to the unique needs of the target population.
• Demonstrated supervisory skills and dedication to the issues facing the workers, students and employers
• Bilingual (English/Spanish) preferred.

DESIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Must possess a valid Texas Driver’s License and provide automobile liability insurance as required by the State of Texas.
• Must have access to reliable transportation in order to travel within the service area.

Physical demands and work environment:

The physical demands and work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• PHYSICAL DEMANDS: While performing duties of the job, employees is occasionally required to stand; walk; sit; for long periods of time. Employee must be able to drive for extend periods of time. Employees must occasionally lift and /or move up to 25 pounds, must be able to set up display area.
• WORK ENVIRONMENT:  Fast paced, demanding physically and mentally, will be in constant communications.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.