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Strategic Operations Manager

2 months ago

Reston, Virginia, United States Coda Search│Staffing Full time

About Coda Search│Staffing: A leading staffing agency in the Utilities sector

Job Title: Director of Strategic Operations

Job Type: Full-Time, Permanent Role

Work Schedule: 3 days onsite, 2 days work from home

Location: Monmouth County, NJ

Job Summary: We are seeking a seasoned leader to oversee daily operations and workforce management of a high-performing customer service organization.

Key Responsibilities:

  • Develop and implement a customer-centric strategy aligned with corporate goals
  • Lead daily operations to meet or exceed performance metrics, ensuring efficiency and customer satisfaction
  • Utilize data-driven insights to drive decisions and improve operational prudence
  • Manage resources effectively to ensure budget compliance and operational excellence
  • Provide dynamic leadership, fostering team development and succession planning
  • Enhance employee skills through coaching, feedback, and performance evaluations
  • Build collaborative relationships with union members and leaders
  • Partner with internal business units to achieve organizational goals
  • Prioritize customer satisfaction across all performance areas
  • Participate in grievance processes and contract negotiations

Requirements:

  • 10+ years of experience, with 3+ years in leadership managing large customer service operations
  • Labor management experience required; utilities and/or energy industry experience is a plus
  • Excellent communication, negotiation, and team-building skills
  • Proven ability to handle escalations and customer concerns professionally
  • Strong organizational and time management abilities
  • Effective in presenting to both executives and frontline teams
  • Bachelor's degree preferred