Operations Supervisor

• Lead and supervise the functional team of Operations Coordinators, and collaborate with external staff, and PMC (Program Management Contractor) representatives to maintain and enhance critical program, payment, and organizational systems.
• Manage day-to-day program operations and ensure staff are properly trained and supported, process documentation is up to date and readily available, and that the team is cross trained to ensure redundancies
• Develop and maintain a deep understanding of the relevant business processes and how they relate to the organization's strategic operations
• Provide support and coaching to team members ensuring they have the information needed to effectively and efficiently deliver programs in a consistent and integrated manner.
• Maintain strong relationships with key stakeholders in other departments
• Collaborate with managers and staff to ensure there are adequate operational resources to meet the needs of the programs
• Provide guidance to the team on the resolution of issues, collaboratively solve intricate problems, recommend solutions and generally act as a subject matter expert in a variety of issues related to program operations and the processing of incentive payments
• Lead efforts within the team to develop and maintain a library of process documentation and operational best practices.
• Direct the team on the implementation of new processes and enhancements to existing processes.
• Provide oversight, tracking, and visibility of staff capacity, key team initiatives, payment process improvement projects, and special tasks.
• Document, train and provide guidance to internal and external staff on organizational standards, program procedures and the use of Energy Trust systems.
• Ensure all team responsibilities are completed accurately and on time, ensuring compliance with finance audit rules and operational best practices.
• As a power user of systems, inform and coordinate with Operations Specialist, Operations Analysts, Program and IT staff on program software needs and enhancement requests.
• Perform other job-related duties as assigned.
• Perform all functions of the job in a safe manner.

Requirements

• Bachelor’s degree in a related field or equivalent professional experience.
• 5 years’ professional experience in business/program administration, health care, business operations, or project management.
• 2 years in management or team lead capacity preferred.
• Demonstrated experience developing process and technical documentation.
• Demonstrated experience successfully leading initiatives and projects with internal and external staff resources.
• Demonstrated ability to initiate and implement enhancements to business and operational processes.
• Proficient in data entry and general computer use, including MS Office software, Customer Relationship Management (CRM) systems and other database applications, working knowledge of SharePoint preferred.
• Excellent coordination and organization skills, with high level of attention to detail.
• Ability to effectively prioritize and juggle multiple concurrent projects.
• Highly self-motivated and accustomed to working in a fast-paced team-based environment.
• Strong interpersonal, written, and verbal communication skills required. Must be able to interact with a diverse workforce and be comfortable working in culturally diverse settings and groups.

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Hard Skills

• business administration
• program administration
• process documentation
• project management
• data entry
• technical documentation
• operational processes
• payment processing
• process improvement
• program operations

Soft Skills

• leadership
• coaching
• problem-solving
• communication
• organization
• attention to detail
• prioritization
• self-motivation
• collaboration
• interpersonal skills

Certifications & Qualifications

• Bachelor’s degree