Are you an experienced people leader with a passion for the energy transformation? Do you have experience managing large complex teams involving stakeholders across multiple departments? Are you a self-starter with strong time management and organizational skills? If yes, then join our Program Services Team!
Position Overview
RMI is seeking a Senior Manager of Program Operations with exceptional organizational and communication skills. In this role, you will work closely with key stakeholders across all levels of the organization. This individual, on the Program Services Team, is responsible for managing a large cohort of Program Coordinators across the company. Responsiveness to business priorities is critical along with an eye for continuous improvement and supporting a quickly scaling company.
We highly encourage individuals of underrepresented groups to apply!
Key Responsibilities:
Team Oversight
- Lead and manage a growing Program Coordinator Team of between 10-15 people, direct oversight over Program Coordinator Leads
- Provide outstanding leadership and motivation to the team while driving accountability
- Help drive high-performance culture and an inspiring environment aligned with RMI’s Operations teams
- Provide leadership and mentorship role on the Program Services team
- Provide team members with clarity around their roles and responsibilities, ensure training is delivered, and ensure feedback is being provided regularly
- Execute against aggressive schedules, while holding teams and individuals accountable to timelines and deliverables
- Partner with Program Services Manager and Trainer to ensure Program Coordinators are receiving the right training required for their role
- Partner with Program Services Process and Project Manager to ensure program coordinator processes are documented correctly and accessible
- Participate in various leadership and team meetings, and lead regular team meetings for own team to effectively cascade messaging and communicate key business and team updates
- Work collaboratively across all RMI Departments
Relationship Management
- Provide direct communication to senior leadership on Program Coordinator team’s progress, opportunities and issues along with identification and recommended remediation for institutional bottle necks
- Listen to the voice of the customer to ensure program coordinator function addresses needs of Operations Leads and Program leadership team
Threshold/ Workforce Management
- Partner with Program MD’s to ensure consistent experience and right fit within programs
- Partner with People Team and Program MD’s to recruit Program Coordinators, as necessary
- Manage the rotation of coordinators, if necessary, across Programs
- Proactively monitor Program Coordinator cohort health and assist program leadership with risk mitigation, escalation, and right-sizing
Quality
- Integrating and maintaining the necessary processes, best practices, systems, tools, technology, and standards for effective and quality Operations efforts in partnership with Operation leads and IT leads
- Ensure team is delivering a high quality customer experience through Customer Feedback analysis and Quality Experience review
Reporting/Transparency
- Track team delivery on commitments using project plans, Gantt charts, burndown charts and other visual methods and track team velocity and other performance metrics to ensure accuracy of future planning
- Leverage data, analytics and insights on customer needs to proactively identify and execute ways to get more value from Program Coordinator services
Continuous Improvement
- Continually improve the value framework to drive organizational awareness and education
- Empower and support program coordinators to facilitate continuous improvement activities