PSID Data Operations Manager

Summary

The PSID Data Operations Manager manages all data reporting within the division and provides daily analysis of data and trends. A successful PSID Data Operations Manager must follow ADC LTD NM and PSID policies and procedures and meet the following expectations:

Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation

• Model ADC LTD NM’s core values, policies and procedures and ensure that the same are supported at all times.
• Manage daily analysis, oversight and direction of data, including incoming, open, and outgoing investigation volumes, timeframes, prioritization, scoping, assigning and distribution.
  • Plan, implement and coordinate the processes and procedures for data analysis.
• Create projections of volumes based on incoming, open, and outgoing volumes.
• Provide recommendations to create effective and efficient queue production and timeliness.
  • Direct the examination of queues and completion rates.
  • Adjust processes, procedures and system functions.
  • Plan, implement and coordinate incentive and disincentive programs for personnel.
• Maintain appropriate staffing levels in PSID with assistance from their supervisor and Human Resources by providing timely and accurate data analysis and identification of emerging trends.
• Manage distribution of workloads to personnel in an equitable and policy-driven manner.
  • Provide data analysis and recommendations to assist with the management of queues, investigation due dates, customer priorities and special circumstances, such as expedites, cancellations, and priority cases.
  • Ensure each contract’s investigations stay within designated teams, not distributed to other teams, to the extent possible.
• Query and analyze data to deliver periodic reports to ADC LTD NM management and customers based on contractual requirements and singular requests.
• Conduct queue spot checks and report the results to their supervisor.
• Recommend queue training for employees and/or teams based on observable trends with the assistance of the PSID quality Operations Manager, contract liaisons, team leads and the Training Department.
• Propose new data and queue policies, policy changes, systems and system changes.
• Assist with projects and process improvement at the direction of their supervisor.
• Coordinate with PSID and ADC LTD NM personnel as necessary.
• Perform all other duties as assigned.

Education, Experience and Skills

• Proven leadership/mentorship skills.
  • Ability to maintain a high level of professional demeanor.
• Extensive experience with Microsoft Excel and computer databases.
  • Proficiency in common workplace hardware and software.
• Excellent organization and prioritization skills.
• Strong analytical skills and detailed-oriented.
• Strong verbal and written communication skills.
  • Highly technical writing, proofreading, and editing skills.
  • Strong customer service and interpersonal skills.
• Extensive knowledge of ADC LTD NM contracts and contractual requirements.
  • Thorough understanding of investigative standards, including the investigative tiers, issue resolution and adjudication.
  • Thorough understanding of ADC LTD NM investigative process and procedures.
  • Familiarity with federal and ADC LTD NM security standards.

Supervisory Responsibilities

This position is responsible for the oversight and management of employees and responsible for maintaining a positive work environment. The Supervisor is responsible for managing employee workflow, training new hires, managing team’s schedules, reporting to HR and senior management, evaluating performance and providing feedback, identifying and applying career advancement opportunities to the entire team and helping to resolve issues and disputes in accordance with ADC LTD NM policies and procedures. The Supervisor is also responsible for implementing and upholding ADC’s Equal Employment Opportunity and Affirmative Action Plan policies. The Supervisor must live within commuting distance of and be readily available to work out of the ADC LTD NM corporate headquarters in Albuquerque, New Mexico.

Work Authorization/Security Clearance

Employment is contingent upon the successful results of a background check and drug screen. In addition to the completion of a federal background investigation and while in the process of obtaining a Top Secret Clearance, must be able to obtain an interim clearance and/or appropriate agency approvals. Upon receipt of Top Secret clearance, must be able to maintain active Top Secret clearance and all agency approvals required of their position.

Position Type/Expected Hours of Work

This is a full-time position. Days of work are Monday through Friday, schedule to be determined between the core hours of 6:00 a.m. MST and 6:00 p.m. MST. Evening and weekend shifts may be required. Exceptions may be made with approval.

Work Environment & Physical Demands

While performing the duties of this job, the employee regularly works in a telework office setting. This role routinely uses standard office equipment. The employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and reach with hands and arms. The employee will frequently be required to have prolonged periods sitting at a desk, working on a computer and using the phone.

Probation

Six-month probation at start of initial employment and/or when position is new for the employee.

Travel

None.

Benefits

Full benefit package as outlined per ADC policies and procedures.

ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.