The District Manager is primarily responsible for providing
support to the Photo License Centers throughout an assigned territory. This
includes ensuring proper staffing as outlined and fulfilled by our members,
auditing the performance of the Photo License Centers and submitting the
findings to the Commonwealth of Pennsylvania (CWOPA), and making
recommendations for program improvements to meet or exceed the expectations in
our multi-year contract.
Territory
North Central West PA Region surrounds Berwick, Danville,
Lewisburg, Monroeton, McElhattan, Wellsboro, Williamsport, Selinsgrove and
other areas.
Essential Responsibilities and Duties
Understands and promotes the
CWOPA and PennDOT’s agenda with regard to providing outstanding customer
service at Photo License Centers.
Oversees the day-to-day and real
time operations of approximately 5-12 sites, across District geography.
Oversees the quality and
service-levels of between 40-65 PID subcontracted workers according to PID
program contract requirements.
Coordinate with CWOPA and PENNDOT
resources as first-line of support to manage site issues.
Address and resolve escalated
site and/or customer service issues as needed.
Conduct weekly audits of the
following including but not limited to highly sensitive regulated material
inventories, customer confirmation documentation, reconcilement of
physical inventory and system report discrepancies, and physical controls
such as safe access and restricted area access.
Provide technical support for PID
subcontractors as needed.
Conduct skills assessments of PID
subcontractor candidates for open positions.
Conduct training for new PID
subcontractor candidates joining the program.
Conduct periodic assessments of
PID subcontractor staff members.
Review and address monthly
reports including but not limited to staffing status reports,
subcontractor attrition reports, incident reports, contract compliance
reports, and site efficiency reports.
Report issues with site
performance immediately to UniqueSource management and/or address directly
with subcontracted member organizations.
Conduct site visits in accordance
with contract and performance requirements.
Participate in special projects
that support contract compliance, process improvement and/or change
management.
Provide as a backup for peer
District Managers or Regional Managers as needed.
Communicate and coordinate with
UniqueSource Facilities to report physical facility matters.
Enforce policies and procedures
across assigned territory.
Maintain regular communication
with subcontracted member representatives to provide important information
and updates.
Maintain thorough knowledge of
Photo License Center equipment operations and inventory control procedures
to properly train PID subcontractor staff members.
Attend and contribute to CWOPA
and PENNDOT cross functional and cross organizational meetings on matters
including but not limited to change management, project execution, process
improvement initiatives and new implementations.
Continually communicate with the
member organization, PennDOT, and UniqueSource internal team on process
challenges, recommendations for improvements, and on-going performance
concerns.
Ensure timely entry of HR, time
keeping, and expense reporting.
Travel across the Commonwealth of
Pennsylvania as required.
Required Education and Experience
High school diploma or
equivalent.
Minimum 3 years of providing
customer support or managing a customer support team.
Must have a valid driver’s
license and clean driving record.
Preferred Education and Experience
Associate degree strongly
preferred in social services, public service, business administration,
training, or a related degree program.
Experience training or supporting
professionals with disabilities.
Experience supporting a regional
customer territory.
Experience working with state or
federal offices.
Additional Knowledge, Skills and Abilities
In-depth knowledge of principles,
procedures, and best practices in managing customer support teams and
operations.
Strong business acumen with a
broad understanding of fundamental business and management principles.
Ability to understand and
evaluate the duties of PID subcontractor staff members.
Strong analytical, critical
thinking, and problem-solving skills.
Ability to implement strategies
and drive process improvement.
Ability to independently develop
solutions to business challenges.
Strong project management skills.
Ability to work independently as
well as set and manage a schedule that accomplishes the goals of assigned
territory.
Ability to multi-tasks
effectively while managing multiple projects, tasks, and concurrent
deadlines.
Demonstrate exceptional attention
to detail on following instructions from team members or partners
including but not limited to managing communications, following project
plans, and following up on customer issues.
Strong organizational and time
management skills.
Excellent customer service
skills.
Ability to be a service-oriented
professional who takes ownership of issues, engages others as may be
needed in pursuit of resolutions, and follows through to the closure of
issues.
Excellent verbal and written
communication skills.
Ability to facilitate effective
meetings and presentations with staff members and clients.
Ability to interact with staff,
partners, and the general public in a professional manner and follow
through with requests.
High proficiency with use of an
electronic CRM and database system.
Ability to recommend, use, adopt
and implement technology to enhance overall business performance.
Strong proficiency with MS Office
Suite, specifically MS Outlook, Excel, Word, and PowerPoint.
Ability to demonstrate
proficiency in safe driving practices and following rules and laws to
operate a motorized vehicle to perform various job-related functions and
travel as workload demands.