Business Services Area Operations Manager

Under the direction of the Director of Business Services, provides quality assurance and customer service to maximize contract retention and promote development of additional work for the Business Services department. Works cooperatively with the department director and site leaders, Mission Services staff, contract customers, and contracting agency personnel and verifies contract specifications are met by monitoring scopes of work, obtaining customer feedback, and resolving customer complaints. Essential duties and responsibilities include, but are not limited to, the following:

• Routinely visit contract sites to inspect and verify conformance of completed work performed with contract requirements, specifications and quality standards, conferring with department director to develop improvement plans as necessary.
• Perform as liaison between contract customers and Goodwill.
• Confer with customers in person, in writing, and by telephone to provide information, confirm scopes of work and schedules, obtain feedback, receive complaints, and determine customer needs and level of satisfaction with services.
• Participate in contract start-up, shut-down processes and activities to cul...