GENERAL SUMMARY OF POSITION: 

Under the general direction of the Director or designee, the Operations Manager will manage and oversee administrative, program operations, reporting and information systems/technology functions.  These functions include direct management of all administrative personnel, related operational workflow, interface with state agency departments and related systems, and internal and external stakeholders. The Operations Manager is primarily responsible for compliance with all contractual performance guarantees.  This position works with the Leadership Team to create operational efficiencies and maintain a collaborative working relationship between program staff and all appropriate stakeholders. 

MAJOR RESPONSIBILITIES:

• Manages program support staff to effectively accomplish departmental goals and objectives; trains, supervises, and evaluates administrative staff.
• Is the primary liaison to key state agency staff and internal and external stakeholders and is the lead to resolve process and system issues.
• Participates in program development, manages operations processes and procedures.
• Directs, prepares, and ensures the accurate and timely completion of comprehensive management, ad hoc and recurring reporting for contractual and internal use.
• Oversees administrative staff’s interface with information systems/technology functions including both internally and externally owned databases.
• Works with the Leadership Team to establish efficient and cost effective office procedures and policies.
• Facilitates a positive working relationship between program staff, internal and external stakeholders, and state agencies.
• Develops and prepares program budgetary information, participates in annual budget development, and makes decisions relative to use of unit resources in a cost effective manner.
• Maintains appropriate levels of office supplies, space, and equipment for the program. Oversees the purchasing of supplies and capital equipment.
• Manages the program’s customer service operations through monitoring and measuring call volume. Promotes positive customer service telephone skills. Reviews and revises client and agency letters as needed.
• Interfaces with Human Resources Department on personnel related issues as needed.
• Provides coordination with and serves as liaison to other components of UMass Chan Medical School as required.
• Participates in performance improvement initiatives and demonstrates the use of quality improvement initiatives within the program.
• Maintains the confidentiality of all business documents and correspondence. Promotes an environment of secure data management with staff, agency partners, and internal and external stakeholders.
• Attends and participates in meetings, including those requiring overnight travel, as required.
• Comply with established departmental policies, procedures and objectives.
• Comply with all health and safety regulations and requirements.
• Performs other similar and related duties as required or as directed.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in human service, management, accounting, business administration or related field or equivalent. 
• 5-7 years of relevant experience to include supervisory or management experience with specific knowledge in program operations, information systems, quality improvement, and program management.
• Strong inter-personal and supervisory skills. 
• Strong oral and written presentation skills. 
• Strong analytic skills and proven competence in independent problem solving. 
• Superior computer skills, including strong knowledge of spreadsheet software and/or financial management applications.
• Understanding of state and federal laws and regulations related to privacy and security of data.
• Ability to travel to and from providers’ places of business and state agency offices, as required.