Operations Manager
Current● Responsible for leading a team of contract personnel who intake and process petitions submitted by companies and individuals who are seeking immigration benefits.● Oversee daily operations involving 30 supervisors and over 300 employees by providing operational guidance and making recommendations to improve efficiencies so the team could exceed customer expectations.● Pioneered a production tracking system used to manage surge levels up to 300%, allowing staff to efficiently store final production, manage workflow needs, meet customer objectives, and save the organization $1.5M annually.● Contribute to ongoing Agile software development by performing User Acceptance Testing, developed Java/HTML based prototypes to demonstrate operational needs as well as creating internal or “Locally Developed” applications. All used to aid workflow management and to automate redundant tasks.● Collaborate with department leads to identify production bottlenecks and create efficiencies and cost-effective improvements to increase productivity and quality.● Establish and share production goals with the operational staff to increase awareness and ensure everyone participates in meeting production milestones.● Work closely with the management team, providing daily guidance to improve employee morale, develop individual process improvement plans, and perform evaluations of their staff.● Coordinated monthly management meetings to discuss operational needs, receive feedback for improvement, as well as provide training that helped supervisors be successful in their roles.● Utilize several data collection methods and systems to track and create individual production progress reports and compare to establish production standards. ● Liaison between management and customer daily to discuss operational needs and to ensure the customer is aware of any obstacles which may impact the team’s ability to meet operational goals.
