Operations Manager is responsible for managing the operational aspects of ongoing projects and acting as a key liaison between program management and supporting functional areas. This position ensures the successful coordination of efforts across various departments to achieve operational excellence and client satisfaction. The Operations Manager is expected to work with a high degree of autonomy, effectively managing their responsibilities with minimal supervision. As a self-starter and self-motivator, the manager must proactively identify challenges and problem-solve, presenting meaningful solutions and actionable options. Their ability to work independently and make informed decisions is essential for driving operational success while ensuring alignment with organizational goals and client needs. Operations Manager oversees the status of operational issues, addresses problem-solving needs, manages schedules, and prepares reports on operational performance. They will also be accountable for driving productivity, maintaining quality standards, and meeting client goals and objectives for each line of business.
This role involves a significant focus on managing teams, including recruitment, selection, training, and performance evaluation. The Operations Manager will also be responsible for developing and enforcing policies and procedures related to employee performance, recognition, and discipline.
Essential Duties and Responsibilities:
Operational Oversight and Coordination
Project Management: Manage the operational aspects of ongoing projects, ensuring all functional areas are aligned and progressing according to plan.
Cross-Functional Coordination: Serve as a liaison between program management and other departments to facilitate smooth operations and achieve contractual performance obligations.
Operational Issue Management: Monitor and track operational issues, identifying challenges and implementing problem-solving actions to resolve them.
Scheduling: Oversee scheduling of work assignments, ensuring deadlines are met and resources are effectively allocated.
Status Reporting: Prepare regular reports detailing the status of operational performance, addressing any deviations from planned schedules, quality expectations, or client goals.
Client Satisfaction and Quality Management
Performance Monitoring: Monitor operational activities and ensure that productivity and quality standards are consistently met in line with client expectations and contract agreements.
Relationship Management: Work closely with functional area leads to ensure satisfaction, addressing concerns and implementing solutions to meet or exceed program expectations.
Continuous Improvement: Develop and implement strategies for continuous improvement to meet both internal and client performance metrics.
Commitment: Honor contractual commitments by executing solutions as described or ensure Program Management is aware of deviations.
Staff Management and Development
Recruitment and Selection: Coordinate the recruitment and hiring process for subordinate employees, ensuring that staffing levels meet operational needs.
Employee Training: Oversee the development and execution of training programs to ensure employees are equipped to meet operational standards and client expectations.
Performance Assessment: Conduct regular performance assessments for team members, providing constructive feedback and identifying areas for improvement or growth.
Work Assignments: Assign tasks and responsibilities to staff based on skills, performance, and operational needs.
Policy and Procedure Development: Create and update policies and procedures for training, performance management, recognition, and disciplinary actions, ensuring consistency and compliance with company standards.
Problem-Solving and Process Improvement
Operational Problem-Solving: Identify operational bottlenecks and challenges, implementing corrective actions to optimize processes and ensure smooth project execution.
Process Development: Create and refine operational processes and workflows to enhance efficiency, quality, and productivity across the team and functional areas.
Root Cause Analysis: Investigate recurring operational issues, identify root causes, and implement solutions to prevent recurrence.
Proactively identify challenges and problem-solve, presenting meaningful solutions and actionable options.
Reporting and Performance Tracking
Operational Reporting: Provide detailed reports to leadership on operational status, performance, and key performance indicators (KPIs).
Progress Monitoring: Track progress against contractual requirements and client expectations, making adjustments where necessary to keep operations on track.
Competencies:
Strong Leadership Skills: Demonstrated ability to lead, motivate, and develop teams while fostering a collaborative work environment.
Communication: Exceptional verbal and written communication skills, with the ability to interface effectively with both internal stakeholders and clients.
Problem-Solving: Strong analytical and problem-solving abilities, with the capacity to assess issues and develop practical solutions quickly.
Time Management & Organizational Skills: Ability to manage multiple tasks and priorities simultaneously, ensuring that deadlines are met and quality standards are maintained.
Client-Focused: Strong commitment to client satisfaction, with experience in maintaining positive client relationships and resolving concerns.
Knowledge of Operational Tools: Proficient in Microsoft Office Suite (Excel, Word, Outlook) and other project management tools; experience with case management or similar systems is a plus. Develop sound knowledge of QTC software and operational platforms through ongoing use.
Process Development: Ability to design, implement, and refine processes and procedures that enhance operational efficiency and effectiveness.
Additional Competencies
Flexibility and Adaptability: Ability to adjust quickly to changing circumstances and priorities within a dynamic business environment.
Conflict Resolution: Skilled in addressing employee and client issues effectively, ensuring smooth and positive outcomes.
Attention to Detail: Highly organized with a keen eye for detail in operational execution and reporting.
Performance Metrics
Operational Efficiency: Success in meeting timelines, quality targets, and client satisfaction goals for each project or business line.
Staff Development: Demonstrated improvements in employee performance and retention due to effective training and development.
Client Satisfaction: Positive feedback and improved relationships with clients as a result of proactive issue resolution and operational excellence.
Cost Management: Maintaining operations within budget while achieving desired productivity and quality outcomes.
Bachelor’s degree from an accredited college preferably in a healthcare related field or equivalent experience/combined education
Minimum 7 years of management experience in a healthcare setting
Medical case management experience preferred
Project management experience is preferred
Occupational health experience is preferred
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Pay and Benefits:
Starting pay range: $105,000 to $129,000
Eligible for an annual bonus potential up to 10% and annual merit increases
**The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to): geographic location, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.
Commitment to Diversity:
Leidos QTC Health Services is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
