Director of Operations

Branch Operations:

• Providing leadership and counsel regarding operational issues and assisting with determining resolutions for Branch Directors; conducting audits and providing coaching and guidance for operational areas within their branch.
• Ensuring staff are operating within the association’s established, operational guidelines.
• Reviewing established metrics for branches to ensure all program areas are operating at thehighest efficiency possible.
• Analyzing workforce requirements and guiding Branch Directors to make adjustments as necessary, at the right time, to achieve productivity requirements.
• Overseeing budget and ensuring all departments have key metrics in place and processes established to achieve financial results; consulting with COO on a weekly basis to review results.
• Coordinating with COO and CFO on monthly forecasts and yearly budgeting.
• Creating, fostering, and sustaining a continuous improvement environment.
• Working with the COO and Branch Directors to develop and communicate the association’s operational goals and expectations.
• Working with all branch and program directors to continually seek out trends, new ideas and program concepts to offer innovative ideas for programs.
• Removing constraints; helping to find ways to assist with the allocation of staff and equipment resources to meet established goals and business targets.
• Working closely with Branch Directors and the VP of Facilities to monitor existing facility, production equipment and systems, and assisting in the development of business plans to justify replacement or improvement when necessary.
• Ensuring full compliance with all state and federal regulations.
• Partnering with Branch Directors and HR to recruit, interview, and hire association leadership staff.
• Adheres to the hiring process and ensures other directors do the same
• Immediately informing HR of incidents regarding discrimination, harassment, retaliation, time sheet inaccuracy, injury, theft, threats, violence and violations involving employees, etc.
• Overseeing Risk Management; including documentation of incidents and compliance to company standards as well as other regulatory agencies, ie OSHA, health dept, fire marshal, state
• Assisting Branch Directors with reviewing of security tapes, reporting and investigating any problems.
• Implementing and managing practices for association to meet company loss prevention standards and shrinkage and check-in procedures.
• Creating a customer service culture within the association, resulting in a high degree of “promoters” and high Net Promoter Scores.
• Maintaining/Improving staff performance through recognition, coaching, feedback, and discipline as necessary.

Program & Membership Operations:

• Assisting with monthly Program Cabinet meetings to review past month’s performance; identify concerns and address course of action to ensure improvement; gather employee feedback, discuss new promotions, policies and procedures, and to set new goals and expectations for current month.
• Creating monthly plans that outline Training & Development, promotions, events, recruiting, and outreach initiatives.
• Implementing and sustaining high quality relationship-based member engagement strategies.  Modeling relationship-building skills (including Listen First) in all interactions with staff, volunteers, members and community.
• Ensuring Branch Directors are maintaining a clean, safe facility that lends itself to great customer service.
• Guaranteeing high quality equipment and supplies for our members to enjoy.
• Ensuring staff understand that the member/program experience is at the center of everything we do.
• Routinely evaluating program and service quality.  Ensuring standards are in place and adhered to.  Implementing corrective action when necessary.
• Working to create and maintain an association whose atmosphere reflects diversity and inclusion.
• Being present and visible to staff and members.

General:

• Demonstrating four character values:  caring, respect, honesty and responsibility.
• Ensuring Association goals and strategies are adhered to and effectively communicated to staff and volunteers.
• Maintaining complete familiarity with all risk management procedures and policies.
• Monitoring and managing systems, drills and training related to risk management and safety for participants and employees.
• Adhering to all systems and procedures as outlined in the Association’s operational manual.
• Under the direction of the COO, actively leading one area of the annual campaign to help achieve annual development goals.
• Participating in association-wide projects when needed, to include supporting Strong Community Campaign efforts.
• All other duties as assigned.