Site Director
3 weeks ago
Role Overview
ID.me is seeking a Site Director to manage the ongoing operations of our McLean Headquarters for our Member Support organization. This role will be responsible for overseeing all operations along with ongoing support, and being a culture ambassador for the office as a whole.
If you have a strong operational background, a drive to join a fast paced environment, and a passion for culture and people, this would be an excellent opportunity for you.
Responsibilities
Manage the day-to-day operational functions related to running a site including site closures, organizational adjustments, parking changes, onsite visits from executives etc.
Provide executive oversight and leadership to Managers responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies while ensuring productivity goals for the team are clearly understood, monitored, and achieved
Oversee and lead the call center and operational teams driving service, performance management, quality assurance, training, and workforce planning
Ensure KPIs and goals are in place, which are reflective of and measure our strategic, competitive, and regulatory position with ongoing measurement, reporting, and root cause analysis
Manage high-impact programs and projects involving the implementation and ongoing improvement of processes, policies and systems
Work closely with the SVP of Member Support while partnering with additional stakeholders on strategies, tactics, and initiatives to increase operational efficiency and drive morale
Be a culture ambassador for ID.me by upholding and promoting adherence to the company’s mission and values
Develop and encourage a spirit of cooperation, teamwork and accountability among all department employees
Other duties as assigned
Qualifications
Must be able to be on site at the McLean location 5 days a week (Remote work available on a periodic basis pending approval)
Must have a Bachelor’s Degree or equivalent experience
At least 5 years of experience in an operational leadership position managing KPIs and driving performance
Willingness to roll up your sleeves, solve every problem, learn, and get the job done
Passion for people, and for cultivating and maintaining culture
Experience in working, initiating and maintaining highly effective teams through coaching and development
Experience building out and implementing operational strategies
Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization
Strong written, verbal and problem solving skills
Ability to ramp up quickly in a fast paced environment
Adaptable, flexible, and able to lead/manage the organization through change
Preferred Qualifications
Excels in environments that balance strategic leadership with “boots-on-the-ground” familiarity with the front-line employee experience
History of driving stakeholder alignment on a common vision and execution plan
Strong technology background in call center operations with demonstrated experience in workforce planning
Strong ability to influence and build relationships across multiple business disciplines
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