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Operations & Communications Manager - Hybrid
4 months ago
UCSD Layoff from Career Appointment : Apply by 05/16/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants : Apply by 05/28/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.
This position will work a hybrid schedule which includes a combination of working both onsite at Greenwich Drive and remote.
DESCRIPTIONKick It California (KIC) provides free services to help people quit tobacco and nicotine. Established in 1992 as the California Smokers' Helpline, it was the first statewide, evidence-based, telephone-counseling service for smoking cessation in the U.S. Since then, it has expanded to provide services under two branded programs: KIC and Asian Smokers' Helpline (ASQ). KIC & ASQ combined have a large operation that provides coaching and other services to help tobacco users stop.
KIC provides free cessation phone coaching in English and Spanish to more than 20,000 people annually across California, and quit services via web, chat, text, and mobile app. ASQ provides cessation phone coaching in Cantonese, Mandarin, Korean and Vietnamese to people across the U.S.
Both programs are operated out of UC San Diego's Moores Cancer Center and are funded by multi-million-dollar state and federal grants. An internationally recognized tobacco researcher is the Principal Investigator. His team conducts intervention trials and population surveys related to tobacco control and prevention. In recent years, the team has expanded its work to cannabis research.
The Operations & Communications Manager will join a team of Service Delivery, Communications, Clinical, Research, and IT professionals responsible for maintaining and enhancing services across all programs and communications channels.
The Operations & Communications Manager's primary goal is to ensure that KIC and ASQ reach, attract, enroll, and serve their target audiences, while meeting contractual obligations to funding agencies.
Under the general direction of the Program Director, the Operations & Communications Manager oversees Communications, Outreach and Referral staff; and facilitates communication between the managers responsible for Service Delivery, Information Technology, Research, and Administrative Services.
The Operations & Communications Manager will be expected to obtain and maintain an understanding of the following key areas to ensure overall program health and to help identify areas for growth:
Client experience – from initial client acquisition to services delivered across phone, web, chat, text, and mobile app; and the evaluation of each of those services. Data – service volumes, client demographics, and quit outcome/satisfaction rates. Technology – systems used for marketing and client service delivery. Primary Responsibilities: Regularly meets with managers responsible for Service Delivery and Information Technology to ensure an efficient and effective client experience. Regularly reviews service data related to phone, text, chat, and mobile app to identify trends and make change recommendations to ensure a positive client experience and adherence to contractual deliverables. Assists with conceptualizing new or enhanced technological products to improve services. Independently develops and manages the implementation of short-term and long-term plans for outreach, marketing, and healthcare referral. Supervises and provides work direction to 5-7 marketing, outreach, product management, and referral staff. Writes, reviews, and edits marketing and client service materials. Manages progress reporting to funders -- requesting data from research team, coordinating staff contributions, writing, reviewing, and submitting. Creates and presents data-informed presentations to staff, funders, and partner organizations. Participates in research by helping with research questions and implementation. Assists the Research Director in determining process indicators to be used to evaluate programs and services, reviews process data that have a bearing on studies or overall program evaluation and uses these data to determine the need for changes in resource allocation. Presents program results through promotions, meetings, and conferences. MINIMUM QUALIFICATIONS- Seven years of related experience, education/training, OR a Bachelor's degree in related area plus three years of related experience/training.
- Broad knowledge of product development concepts, practices, standards and processes.
- Demonstrated ability to identify key issues critical to the organization's need and the success of a desired product, service and enhancement.
