Director of Operations Employment Opportunity

From: GoAmerica - Jul 19, 2006

EMPLOYMENT OPPORTUNITY

Position: Director of Operations (F/T)
Location: Hackensack, NJ

The Director of Operations for GoAmerica’s wireless and relay operations includes management of third party call center partners, and internal staff who perform customer care, inventory, and project management functions.

• Manage relay call center partners to ensure high quality service and regulatory compliance.
° Lead weekly operations meetings with 3rd party call center partners who support GoAmerica’s Internet and video relay services.
° Serve as liaison between internal departments and call center partners related to: i) achievement of quality standards, particularly speed-of-answer; ii) FCC regulatory compliance; iii) capacity planning, including recruiting and training, in light of new feature developments or marketing initiatives; iv) system changes which may impact work flow or operational procedures; v) service reliability; and vi) monthly reporting.
° Conduct performance analysis by keeping reports updated, while analyzing for trends.

• Manage in-house operations functions
° Manage internal staff responsible for; i) customer and technical support functions for GoAmerica’s subscription wireless services and its Internet and video relay services; ii) order operations for wireless devices and services; and iii) inventory procurement and management associated with wireless services.
° Create and manage process for documentation and submission of required regulatory reports associated with GoAmerica’s relay services.
° Manage operational aspects of carrier and vendor relationships.

• Manage in-house project management function
° Develop and implement process for; i) managing the creation of video relay call centers; ii) assisting the finance department in documentation of business processes related to compliance with Sarbanes-Oxley Rule 404; and iii) support other corporate projects as they arise.

SUPERVISORY RESPONSIBILITIES:
· Manages call center partners as though they were an extension of internal staff.
· Manages internal staff responsible for customer and technical support, order operations, inventory and project management.
· Responsible for performance management of these positions including yearly evaluations

QUALIFICATIONS:

• Strong value for, and referencable examples of, delivering premium service to customers
• Experience establishing department culture that reflects the value of premium customer service

• Roll-up-the-sleeves manager with strong coaching, leadership, and quantitative / statistical analysis skills; including fluency with Microsoft Excel and other software analysis tools.
• 7-10 years management experience; with at least 3-years in an operations management capacity
• Solid understanding of call center processes; work flow; traffic management; call analysis
• Results minded with experience developing and managing financial plans.
• Willing to be on-call 24x7 and part of technical and operational escalation team
• Bachelor’s Degree preferred



Application deadline: July 24, 2006 or until filled

We Offer Comprehensive salaries and a comprehensive benefits package.
GoAmerica is an Equal Opportunity Employer M/F/V/D

Please submit your resume or application to: GoAmerica, Inc.
FAX: (201) 527-1099 E-mail: hr@goamerica.com