Field Operations Supervisor

About the role

The Field Operations Supervisor will oversee the Field Operations Specialists and ensure the effective delivery of community-based services and outreach initiatives for California's Deaf and Disabled Telecommunications Program. The supervisor will guide and support the Field Operations team, manage daily operations, and ensure compliance with program goals and state regulations. The role requires a proactive leader who is adept at strategic planning, community engagement, and team management. This position has a travel requirement of up to 50%.

Responsibilities

• Directly supervise Field Operations Specialists, providing guidance, performance evaluations, and professional development.
• Foster a collaborative and inclusive team environment.
• Coordinate and oversee daily activities of the Field Operations team.
• Plan, develop, implement, and evaluate strategies that align with the Deaf and Disabled Telecommunications Program goals.
• Ensure effective marketing and communications, including the development of online materials (website content, videos, social media, blogs) in collaboration with the marketing and outreach team.
• Oversee and provide strategies for end-user-based presentations and event participation.
• Develop and maintain relationships with both internal and external key points of contact.
• Provide technical assistance and training to community members and organizations.
• Ensure accurate documentation and reporting per state requirements, including services provided, referrals, and follow-up.
• Implement and monitor compliance with DDTP Privacy Policy and Information Security protocols.
• Manage inventory and distribution of accessible telecommunication equipment.
• Conduct regular performance reviews and provide constructive feedback to Field Operations Specialists.
• Identify areas for improvement and implement strategies to enhance service delivery.
• Ensure high levels of customer satisfaction by addressing and resolving any issues promptly.
• Lead regular team meetings.
• Monitor operational resources and inventory.
• Ensure compliance with service level agreements (SLAs) and program performance standards.
• Coordinate coverage across service centers and mobile service locations.
• Analyze operational data and implement process improvements.
• Other duties as assigned.

Requirements

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Excellent writing and presentation skills.
• Demonstrated skills, knowledge and experience in the design and execution of communications and public relations activities.
• Strong project management skills, including analysis, planning, organization, prioritization, attention to detail and the ability to manage multiple projects simultaneously.
• Ability to assimilate strategic information and convert it into clear and concise messages appropriate to different audiences and objectives.
• Strong listening and relationship-building skills.
• Ability to develop and maintain effective working relationships; proven ability to strengthen relationships with and influence a diverse group of internal and external stakeholders.
• In-depth knowledge of community support, advocacy and employment needs of deaf and hard-of-hearing individuals.
• Strong understanding of government and community systems at the local, state and federal level.
• Proven ability to lead a diverse group of staff.
• Proficiency in Microsoft Office and Enterprise Resource Planning (ERP) systems (e.g., Salesforce, Microsoft Dynamics).
• Strong conflict resolution and employee coaching skills.
• Excellent organizational and time management skills.
• Ability to adapt to changing operational priorities.

Qualifications

• Bachelor's degree in Social Sciences, Public Relations, Business, Communications, or related field; or equivalent professional experience.
• At least three (3) years of experience leading a Statewide program.
• At least three (3) years of experience supervising teams of 10 people or greater on projects involving Statewide programs.
• A minimum of five (5) years of experience building and maintaining strong working relationships with clients and key internal and external stakeholders, conveying relevant information to an executive-level audience, ensuring the client is aware of progress/service status, building credibility, and fostering business-partnering relationships.
• A minimum of three (3) years of experience working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce, etc.).
• Ability to communicate effectively using American Sign Language (preferred).
• Bilingual Fluency (Spanish, Korean, Chinese (Mandarin/Cantonese)) (preferred).