Associate Director - Quality, Systems & Customer Experience

Job Purpose: The Associate Director of Quality. Systems & Customer Experience promotes optimal iLIFE services through the oversite and direction of continuous quality improvement, optimal system performance, business process compliance, and customer experience. The Associate Director reviews, analyzes, and evaluates overall compliance, quality, and business/systems process performance, making recommendations for resolutions or improvements.  The Associate Director engages with cross-functional teams to promote high quality services and ensure compliance with State and Federal rules and regulations, contract requirements, and agency policies and procedures.

Essential Job Functions:
(Reasonable Accommodations may be made to enable individuals with disabilities to perform these essential functions.)
•    Ensures iLIFE achieves strategic priorities by promoting principles and practices that improve quality, build customer and stakeholder trust, and improve operational/system performance. 
•    Provides advice and guidance regarding the application of National and State rules and regulations; advise on changes to program policies, procedures and controls; and review of internal and external reporting processes and practices. 
•    Ensures operational compliance with iLIFE contracts, federal, state, local and other applicable rules, and regulations in payroll and tax processing and wage payment. 
•    Leads the development and management of performance metrics design and collection
•    Identifies potential areas of performance or compliance vulnerability and risk; partner with managers and leaders to develop and direct corrective action and performance improvement plans to mitigate impact, avoid future occurrences, and promote optimal operations. 
•    Manages or directly provides reports on a regular and ad hoc basis, and keeps leadership informed of the operational team performance, quality measurements and improvement efforts. 
•    Manages and oversees policy and procedure development, tracking and creation (if needed) for iLIFE operational teams. Provide insight and input for policy and procedure revision and development.
•    Participates in and leads internal audits, funder audits, and regulatory oversite audits.
•    Supports the iLIFE Director with RFP responses, projects, and overall effectiveness of iLIFE operations.
•    Leads and monitors customer feedback processes and conduct analysis on trends regarding compliance, regulatory activity, and best practices. 
•    Leads and monitors systems and business optimization functions including preparation for new initiatives, regulations, markets, funders, and populations. 
•    Leads and monitors system updates and integrations to ensure smooth transitions and minimal operations interruptions.
•    Supports the budgeting process for departments of responsibility and advise on quality and systems budget impact 
•    Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing networks; and participating in professional societies.
•    Contributes to team efforts by supporting department and agency initiatives as needed.
•    Performs special assignments and or projects 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 the 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, process improvement, or project management with substantial demonstrated and measurable cost/performance improvement outcomes.
• Two or more years’ experience working in a system administrator role with an HRIS (Human Resource Information System) or CRM (Client Relationship Management system)
• Two or more years’ experience capturing/analyzing performance metrics
• Two or more years of management experience leading a team.

Required License – Certification – Registration: Certification in Lean, Six Sigma or Project Management highly preferred

Travel outside of office:    20% travel in the communities we serve

*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.

Required Valid Driver’s License:  Valid Wisconsin driver’s license if utilizing personal vehicle

Required Auto Insurance:  vehicle liability insurance in accordance with Agency policy if utilizing personal vehicle

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
• Outstanding ability to effectively communicate with a diverse audience of internal and external customers including persons using iLIFE services, entry to executive level team members, vendors, and oversite agencies.
• Knowledge of the State of Wisconsin IRIS program preferred
• Experience in customer services/call center leadership preferred
• Experience in communications and marketing design preferred
• Experience with programs serving the Medicaid population or other non-profit population health promoting organization preferred

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: None: The worker is not substantially exposed to adverse environmental 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.

This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.