Hybrid Director, Client Operations

at MTM, Inc.

• Job title: Director, Client Operations
• Job type: Full Time
• Experience level: Lead
• Salary: $80,000 - $100,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Middleton, United States

About the role

• Director of Client Operations managing transportation staff and client relationships in Wisconsin. Overseeing the achievement of departmental goals and client satisfaction through effective operations.

Responsibilities

• Provide daily guidance and support for direct and non-direct reports
• Monitor local Wisconsin departments and staff activities to ensure they are working as efficiently as possible to achieve departmental goals
• Serve as a central point of contact for the WI client.
• Actively participate in or lead client meetings ensuring client satisfaction
• Coordinate comprehensive updates and responses to the client on all escalated complaints and accidents / critical incidents
• Serve as the regional owner of the gas mileage reimbursement and meals & lodging processes
• Collaborate with the logistics team to improve quality of services: decrease complaints, improve on-time performance, lower costs, and increase satisfaction with services
• Ensure all program activities are being performed accurately and consistently to ensure the program’s ongoing contractual and institutional compliance.
• Meet regularly with facilities, advocacy agencies, and internal departments to ensure safe and quality transportation services are being delivered
• Perform audits of functions as appropriate, tracking the results, per established guidelines
• Collaborate with internal stakeholders to establish the departmental business rules that will provide the foundation of the program’s data quality, processing and improvement plan
• Oversee ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with business objectives and goals
• Manage expectations and communications with leaders at the home office
• Ensure good working relationships and high levels of communication among office staff, MTM departments, Client, stakeholders, and other vendors working within the defined contracts
• Conduct project status meetings to identify problems and ensure that deliverables are met
• Other duties as assigned

Requirements

• High school diploma or G.E.D. equivalent
• Bachelor’s degree in Business Administration (or equivalent experience) in a related field
• 8+ years in an Operational or logistics role
• 5 years’ experience in a supervisory/management role
• Must possess a valid driver’s license

Benefits

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities