Hartford, CT, USA | Salary | 85000-100000 per year 85000-100000 | Full Time | Yes Responsibilities: + Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives. + Ensure office services are being handled according to expectations and with necessary expediency; manages workflow and productivity. + Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed. + Monitor and approve time cards weekly for the enterprise; preparing payroll reports. + Captures volumes for services provided; prepares monthly and quarterly reports. + Partners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites. + Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly. + Able to identify and recommend service enhancements and value adds to the client. + Maintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives. + Troubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations. + Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services. + Learn and support all core functions of the operation: Mail, print, shipping and receiving, switchboard, and special events. + Provides exceptional customer service at all times. + Other duties as assigned by Director of Operations Qualifications: + 4-Year college degree is preferred; or equivalent experience in related field. + 2-3 Years progressively responsible work experience managing a large service/operations unit. + Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams. + Demonstrated ability to partner with all levels of management and foster strong working relationships + Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements. + Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff. + Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients. + Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight. + Demonstrated ability to manage remote teams + Demonstrated ability to balance tactical business needs with strategic decisions.