Associate Director of Operations

Job Purpose: The Associate Director of Operations leads the success of operations departments at iLIFE, enacting policies and procedures to ensure efficiency, accuracy, and optimal service for all programs served by iLIFE; including providing exceptional service to program participants, workers, vendors, consultants, other business partners, and program funders. The Associate Director works together with a diverse team to ensure timely and accurate claim payment, processing of program onboarding and tax paperwork, and mailings. In addition, a key function of their role is the lead the creation and utilization of departmental metrics to identify trends and opportunities to drive effective performance results. 

Reporting Relationships Reports To: iLIFE Program Director Direct Reports: Operations Teams, including Operations Manager, Payment Processing Manager, and Fiscal Services Operations Manager

Essential Job Functions: (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Coaches operations leaders on process flow and task management strategies to meet productivity standards, comply with regulatory requirements and achieve program/project goals. 

• Creates operational metrics and regularly monitors and reports out key performance indicators.

• Provides guidance on and ensures operational compliance with federal, state, local and other applicable rules, iLIFE contract requirements and policies, regulations in payroll and tax processing and wage payment, department and company policies and procedures. 

• Collaborates cross-departmentally to successfully manage new procedures, implement projects and continuous process improvement efforts. 

• Participates in and leads internal audits, funder audits, and regulatory oversite audits. 

• Supports the iLIFE Director with RFP responses, strategic projects, and overall effectiveness of iLIFE operations by identifying and advising on trends, problems, and issues and the recommended course of action. 

• Coach teams so they have ample subject-matter experts in all operational functions including but not limited to: program enrollment for program participants including knowledge of review and filing of IRS forms; provider enrollment, including individual employees and vendors; processing demographic and tax update requests; and timesheet and other claims processing. 

• Provides exemplary customer service to participants, participant’s employees, vendors, funders, and other program stakeholders in customer-facing operations, conferences, and events. 

• Effectively manages escalations within departmental scope by ensuring appropriate accountability, sense of urgency, communication and follow-through to closure. 

• Other duties as assigned

Supervisory Responsibilities: 

• Performs human resources responsibilities for employees which includes onboarding, training, coaching on performance, completes performance reviews and overall employee morale. Recommends hiring, terminations, compensation changes, promotions, corrective action decisions and terminations. Reviews and approves accurate report of time. 

• Responsible for ensuring that personal actions, and actions of employees supervised, comply with the policies, regulations, and laws applicable to the program funders, contracts, and CFI business. 

• Creates a positive work environment where all team members are motivated to do their best by setting clear, meaningful, challenging, and attainable group goals and expectations that are aligned with those of the organization.

Required Education, Experience, Certifications, Licensure and Credentials: (Where appropriate, education and/or experience may be substituted) Minimum Required 

Education: Bachelor’s degree in related field or an equivalent combination of education and experience. Master’s degree preferred. 

Minimum Required Experience: Five or more years of experience in an operational leadership role with substantial demonstrated and measurable cost/performance improvement outcomes; Two or more years’ experience capturing/analyzing performance metrics; Two or more years of management experience leading a team. 

Required License/Certification/Registration: Issued By Governing Body (if applicable): MBA, Certification in Lean Six Sigma or Project Management highly preferred Travel Type: Up to 25% 

Required Valid Driver’s License: Valid Wisconsin driver’s license * 

Required Auto Insurance: Vehicle liability insurance in accordance with Agency policy *Personal vehicle with valid license and auto insurance that meets agency’s requirements is preferred; agency will support using public transportation for candidates that do not meet set requirements or opt to not drive.

Knowledge – Skills – Abilities: 

• Understanding of the evolving regulatory environment, rules, and regulations applicable to a fiscal employment agency

• Ability to clearly communicate the difference between regulatory requirements, industry standards, best practices, and business risk decisions. 

• Results-oriented, able to quickly sort through information, work with a diverse group of leaders and subject matter experts to develop concise, clear strategies and solutions, and articulate solution recommendations to leadership. 

• Strong conceptual, strategic and tactical planning and communication skills and effective establishment of and commitment to business goals, while constructively motivating people to achieve superior results. 

• Exceptional customer and stakeholder focus: ability to effectively and quickly build relationships and establish trust, respect, competence and confidence. • Ability to work effectively with minimum direction and supervision. 

• Proficient in MS Excel, Outlook and Word 

• Knowledge of the State of Wisconsin IRIS program or other long-term care programs preferred 

• Previous experience and understanding of the role of fiscal employer agent, self-direction/selfdetermination, budget and employer authority. 

Physical Requirements, Visual Acuity, and Work Conditions: Physical Requirements: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. 

Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal. 

Working Conditions: This is a hybrid position telecommuting through VPN, Microsoft, and other technologies with onsite office and remote event/conference expectations. The work in the onsite environment is a normal office environment. It can be busy and noisy with many people seeking assistance in a wide variety of functions. This role involves working in a fast-passed, sometimes customer-facing environment. 

Who We Are: Founded in 1938, the Centers for Independence (CFI) has strengthened communities by fostering hope and helping people advance their total health. CFI’s unmatched breadth of disability support services and resources through its affiliates - the Milwaukee Center for Independence, Home Care, First Person Care Consultants and iLIFE - allows others to find value in themselves and see a path forward. Join us at Centers for Independence, where your skills and talents will be valued, and your career will flourish.