Eastern Pa Regional Manager

UniqueSource is searching for a new team member to join our great organization that is Mission-Focused and Core Value Driven!

***This position covers the entire Eastern portion of Pennsylvania from Carlisle to Eastern PA (Philadelphia Area) and requires travel ***

Overview

The Regional Manager is primarily responsible for managing the strategy of overall operations of 50+ Photo License Centers in the Eastern Region of Pennsylvania, including approximately 7 direct reports and the service-levels of over 300 subcontracted PID site workers. This includes utmost familiarity with the multi-year contract with PennDOT, having strong relationships with UniqueSource member organizations, and close understanding of issues or concerns within the districts via regular communication with subordinates, vendors and PennDOT. Duties and responsibilities include formulating policies/procedures, overseeing operations, and planning the use of materials and human resources.

Essential Responsibilities and Duties

Program Management

• Direct and coordinate activities within assigned region to support effective operations at Photo License Centers.
• Understand and effectively manage assigned regions to meet all contract and performance standards.
• Responsible for the execution of consistent quality customer experience across assigned Photo ID region.
• Responsible for overseeing subcontractor performance adherence as required according to the Photo ID contract.
• Oversee subcontractor performance improvement, corrective action, and documentation.
• Serve as a primary point of contact for customer relationship contacts, including but not limited to the Photo License Program Manager, field supervisors and other client contacts as necessary.
• Leverage audits and reports outputs to monitor performance.
• Understands and promotes PennDOT’s agenda with regard to providing outstanding customer service at Photo License Centers.
• Review audits within Districts and anticipate solutions to issues prior to communicating with PennDOT.
• Continually thinks about the mission of the multi-year contract and how the efforts within the Photo License Centers achieve that mission.
• Travel across the Commonwealth of Pennsylvania as required.

Leadership and Communication

• Create, document, and communicate employee’s goals and performance objectives that align with company strategic objectives.
• Manage employee performance by meeting with staff one-on-one regularly and conducting formal mid-year and end of year performance evaluations.
• Administer corrective action as needed according to progressive discipline principles.
• Conduct interviews for employment openings and make hiring recommendations according to established processes.
• Provide employee education and training to newly hired employees, and established employees as needed.
• Continually communicate with the member organizations, 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.
• Design and implement internal procedures and accompanying documentation.
• Host meetings to effectively disseminate important information in a timely manner.
• Effectively communicate via multiple channels as appropriate.
• Communicate with cross functional stakeholders as needed to meet business objectives.
• Maintain thorough knowledge of Photo License Center equipment operations and inventory control procedures to properly train PID subcontractor staff.

Required Education and Experience

• Bachelors degree strongly preferred in social services, public service, business administration, training, or a related degree program.
• Minimum 5 years of providing customer support or managing a customer support team.
• Experience training or supporting professionals with disabilities.
• Experience supporting a regional customer territory.
• Background working with state or federal offices and understanding contractual obligations or communications through those offices.
• Must have a valid driver’s license.

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.
• Strong supervisory and leadership skills.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to develop and 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.

Job Type: Full-time

Pay: $77,063.68 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: Hybrid remote in Mechanicsburg, PA 17050