[Hiring] Disability Hub MN Operations Manager @DIRECT INTERACTIONS INC

Role Description

The Disability Hub MN Operations Manager is responsible for overseeing the day-to-day activities that keep the organization running efficiently and effectively. This role provides both strategic and hands-on leadership, managing processes, people, and resources to ensure services are delivered accurately, on time, within budget, and in alignment with established quality standards. A core responsibility of this position is ownership of workforce management (WFM), including forecasting, staffing, scheduling, and monitoring service level performance to maintain operational excellence. The Operations Manager plays a critical role in supporting organizational goals, optimizing performance, and driving continuous improvement in a fast-paced, service-driven environment.

Key Responsibilities

• Oversee daily operational activities to ensure productivity, accuracy, and compliance with company policies, contractual obligations, and regulatory requirements.
• Supervise staff, establish clear performance expectations, and monitor key performance metrics to ensure service levels are consistently met.
• Develop, implement, and refine operational processes and workflows to improve efficiency, quality assurance, and overall service delivery.
• Analyze reports, data, and performance trends to identify areas of opportunity and implement corrective action plans.
• Lead workforce management strategy including forecasting, staffing models, scheduling optimization, and resource allocation to ensure service level targets and operational performance goals are achieved.
• Provide coaching, mentorship, and professional development opportunities to supervisors and frontline team members.
• Address and resolve escalated operational issues promptly, ensuring professional, compliant, and solution-focused outcomes.
• Identify operational challenges and implement effective solutions to strengthen systems and internal processes.
• Ensure adherence to organizational policies, industry regulations, and compliance standards.
• Foster a culture of accountability, collaboration, and continuous improvement.

Qualifications

• Must reside in Minnesota.
• Bachelor’s degree in business administration, Human Services, Operations Management, or a related field preferred, or equivalent combination of education and experience.
• Employment is contingent upon successful completion of a criminal background check and education verification.
• Minimum of 3 years of leadership experience in operations, contact center, healthcare, nonprofit, or other regulated environment.
• Proven ability to manage operational performance, workflow, and resource allocation.
• Demonstrated experience supervising staff and leading teams in a structured, metrics-driven environment.
• Proven experience managing workforce management strategy, including forecasting, capacity planning, schedule optimization, and real-time performance oversight in a metric-driven environment.
• Proficiency in all Microsoft Office tools or similar applications.

Requirements

• Proven experience in operations management, preferably within a call center, customer service, nonprofit, or regulated environment.
• Demonstrated leadership experience with the ability to develop and motivate teams.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced, performance-based environment.
• Excellent communication and interpersonal skills.
• Proven experience leveraging workforce management (WFM) systems and operational reporting tools to drive performance outcomes.

Additional Requirements

• Demonstrated commitment to diversity, equity, and inclusion principles.
• Ability to maintain confidentiality and exercise sound judgment.
• Flexibility to adapt operational strategies to changing organizational needs.
• Ability to coach, mentor, and support staff development.
• Capacity to drive continuous improvement initiatives across teams and workflows.