Assistant Director- Client Experience

About the role

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Assistant Director is the front line manager of an assigned process team within the Business Operations Center of Excellence. This manager will oversee the day to day operations and provide direction, instruction and guidance to the team members. This role will provide direct supervision of employees. The Assistant Director will develop a strong partnership with internal and external customers and leadership to deliver excellent service and value utilizing business operations defining objectives. The Assistant Director reports directly to the Director of Client Experience. This position is based out of CSG's Lancaster Mental Health Outpatient office.

Responsibilities

• Promote excellence by providing extraordinary customer service to both internal and external customers.
• Manage the flow of day to day operations, including scheduling, communicating clear instructions to the team and being a backup when needed.
• Have an understanding of the desired outcomes of the team and develop a strategy to achieve those outcomes using up to date relevant standards within your team’s scope of business.
• Develops educational and training materials, presents educational materials on various topics related to area and provides technical assistance to staff.
• Communicate and collaborate with leadership and program partners to ensure smooth coordination of the operation.
• Participate and support the continuous rapid improvement process to address and resolve issues impacting quality of staff, systems and environment.
• Assist in the interviewing, hiring, training, development, disciplining and terminating of the team members.
• Participate in performance management and align the process with CSG’s defining objectives.
• Engage team members to work collaboratively within the process to accomplish the delivery of quality service.
• Utilize technology and analytics to measure effectiveness, assist in data collection and give feedback to customers, leadership and program partners on the team’s progress.
• Develop and maintain an extensive knowledge of CSG programs and processes as they relate to the team’s process. Be responsible for maintaining established practices and promoting consistency throughout the organization.

Requirements

• Must have at least one year of experience in a supervisory capacity.
• Must have a valid driver’s license, good driving record, and access to a reliable vehicle to attend trainings, meetings.
• Physical requirements: ability to see well enough to do things like drive and read, hear well enough to be able to communicate with others, and be able to hear things like a smoke alarm and phone ringing, as well as be able to ambulate