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Operations Manager

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POST DATE 9/16/2017
END DATE 11/17/2017

GP Strategies Troy, MI

Company
GP Strategies
Job Classification
Full Time
Company Ref #
11917
Location
Troy, MI
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree
AJE Ref #
579540421

JOB DESCRIPTION

GP Strategies Corporation (NYSE: GPX) is a global performance improvement solutions provider of training, eLearning solutions, management consulting and engineering services. GP Strategies solutions improve the effectiveness of organizations by delivering innovative and superior training, consulting and business improvement services, customized to meet the specific needs of its clients. Clients include Fortune 500 companies, manufacturing, process and energy industries, and other commercial and government customers.



Operations Manager



Summary:

Responsible for managing the project/program management functions related to development of performance solutions across all lines of service. Works closely with line-of-service portfolio managers to gather, aggregate, and synthesize project progress. The Operations Manager provides ongoing visibility to the client regarding the status of operations (SLAs, KPIs, contract changes) at an account, line of service, or project level. Also responsible for proactively alerting client of issues and oversight of resolution. Also works closely with the account director and learning architect to understand project forecast and plan for appropriate resource capacity. Additionally, the Operations Manager supports account and project level financial considerations, timeline escalations, as well as other project health related issues.

Key outcomes produced by the Operations Manager include:

* Maintain and communicate an operations dashboard

* Support forecasting and resource capacity and alignment

* Create and gain approval of project budgets

* Support account level financial reporting and status

* Guide program/project escalations related to scope, timing, or quality concerns and oversee them through resolution

* Lead portfolio and project managers in adopting, enhancing and upholding best practices

* Support onboarding of new portfolio/project/training managers

Role Considerations:

* Client Support- Visibility into account, line of service, and project-level status

* Team Support- Project/portfolio management best practices related to budget, resources, and timeline

* Leadership Support- Drive collaboration among account leaders in support of continuous improvement

Essential Duties and Responsibilities:

* Client Management

* Develop and maintain client communication tools including ongoing communication plan and issues/actions log

* Act as single point of contact for client leaders on project/account-related work

* Develop and maintain client communication tools including ongoing communication plan and issues/actions log

* Present issues/actions log to client on a weekly basis

* Proactively raise issues with client, including those the resulting from client actions/inactions

* Collaborate with client and project teams on root cause analysis and resolution

* Understand client s business process and update team when processes or individual responsibilities change

* Understand defined contract scope and escalate client requests that expand scope or operational effort to Account Director

* Monitor account service level agreement (SLA) metrics and communicate monthly metrics to client

* Maintain and communicate an operations dashboard

* Internal Team Management

* Support resource alignment

* Support teams and resources as they deliver materials

* Proactively discuss project issues with project/program management team members, including those the resulting from the team member s actions/inactions

* Collaborate with team member toward resolution

* Escalate SLA issues to Account Director

* Reinforce and support collaborative relationships among teams

* Communicate client concerns and issues to Account Director and relevant teams

* Lead portfolio and project managers in adopting and evolving best practices

* Support onboarding of new portfolio/project/training managers

* Support forecasting and resource capacity and alignment

* Mentor and coach team members (portfolio/project managers)

* Identify training and coaching opportunities for team

* Participate in Account Leadership conversations including monthly/quarterly account meetings

* Project/Program Management

* Act as point of contact for project intake requests

* Engage in continuous process improvement

* Manage the operations structure and processes to support the business

* Create and gain approval of project budgets

* Support account level financial reporting and status

* Monitor the health of the account

* Guide program/project escalations related to scope, timing, or quality concerns

* Communications Management

* Manage communications workstream and act as point of contact for communications-related escalations

Minimum Qualifications:

* Bachelor s degree in related field or equivalent certification

* Minimum of eight years of experience in the field

* Strong written and verbal communication

* Familiarity with technology and tools used for reporting

* Demonstrated leadership experience

* Excellent interpersonal/relationship skills, including initiating difficult conversations

* Strong analytical and synthesis skills

* Strong consultative leader with internal and external stakeholders

* Initiative and problem-solving ability

* Familiarity/experience with instructional design, adult learning, and/or content development (e.g., ADDIE, Agile) for common modalities (e.g., WBT/OLT, ILT, VILT, etc.) a plus

* Relationship development and management

* Ability to manage multiple priorities and projects under aggressive deadlines

* Ability to respond to constant change and remain flexible

* Conflict resolution, adaptability/flexibility, and dealing with ambiguity

* Detail orientated

* Strong work ethic

* Positive, enthusiastic, can do attitude



Must be able to satisfy requirements for criminal background check, MVR and drug screening.



GP Strategies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.