case manager

operations manager

recruiting manager

311 call center operations manager Jobs in Washington

311 call center operations manager

account management support specialist Jobs in Washington

account management support specialist

contact center manager

Gainwell Technologies LLC

<div><p>Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You&rsquo;ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.</p><p></p><div><div><div><h2 class="jobSectionHeader"><b><br>
Summary</b></h2></div><div><p>
We are seeking a dynamic and results-driven Healthcare Contact Center Manager to oversee daily operations and play a critical role in implementing new systems, tools, and customer service initiatives. This is an ideal opportunity for a proven leader with experience in contact center management and a strong track record of driving successful implementations&mdash;from technology rollouts to new site launches and process redesigns.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Your role in our mission</b></h2></div><div><ul><li>
Lead and optimize day-to-day operations across multiple customer support channels (phone, email, chat, web messaging).</li><li>
Monitor key performance metrics such as AHT, FCR, and SLAs to drive continuous improvement.</li><li>
Partner with Workforce Management to build effective staffing strategies.</li><li>
Coach, mentor, and develop team leads to ensure peak performance and engagement.</li><li>
Lead or support key implementations&mdash;including new CRM systems, IVR, WFM tools, and service delivery models&mdash;working cross-functionally with IT, HR, Product, and Marketing.</li><li>
Manage implementation timelines, risk assessments, training plans, and post-launch reviews.</li><li>
Identify and mitigate the operational impacts of change initiatives.</li><li>
Provide strategic recommendations to leadership by leveraging data-driven insights and contact center best practices.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What we're looking for</b></h2></div><div><ul><li>
Five (5) or more years of leadership experience in a healthcare (Medicaid/Medicare) contact center environment required.</li><li>
Two (2) or more years of experience leading or supporting large-scale implementations (e.g., systems, site launches, or process changes) required.</li><li>
Strong understanding of contact center technologies such as CRM platforms, telephony systems, WFM, and QA tools required.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you should expect in this role</b></h2></div><div><ul><li>
On-site role in Gainwell&rsquo;s DC Office with no remote opportunities.</li><li>
This is a full-time permanent regular salaried (W-2) employee position.</li><li>
Health (medical, dental, vision) benefits start on day 1 of employment.</li><li>
Company match 401K and other benefits available within months of starting.</li><li>
New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.</li><li>
Company provided computer for work use.</li><li>
Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.</li></ul><p></p><p><br>
The deadline to submit applications for this posting is March 27, 2026.</p></div></div></div><p></p><p><br>
The pay range for this position is $81,000.00 - $115,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You&rsquo;ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.</p><p></p><p><br>
We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You&rsquo;ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.</p><p></p><p><i><br>
Gainwell Technologies </i><i>is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. </i><i>Gainwell Technologies defines &ldquo;wages&rdquo; and &ldquo;wage rates&rdquo; to include &ldquo;all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.</i></p></div>

Contact Center Manager

Intuit

<div><h2 class="jobSectionHeader"><b>Overview</b></h2><div>
Join the Intuit Customer Success team as a Senior Manager of Customer Success leading our Quickbooks Live Expert Network team. We&rsquo;re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You&rsquo;ll be pivotal in delivering an awesome service experience for our Quickbooks Live customers through our Full-Service Monthly Bookkeeping offerings, to empower small business customers in powering prosperity. Our approach to customer service is ever evolving and is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and adopt change. In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our experts in doing the best work of their lives.</div><p></p><div><br>
In this role, you will be responsible for managing a team of our expert Bookkeeping Managers in the Quickbooks Live Expert Network Domain team. You will be the advocate and voice of this growing team, a key leader in scaling support for new and existing offerings. You will be accountable for driving performance across multiple teams with efficiency and rigor, leading change management, platform improvements, work assignment and schedule adherence, as well as coaching your leaders to meet existing and new performance expectations.</div><p></p><p><b><br>
Responsibilities</b></p><ul><li><p>
Champion a customer and Expert experience focused environment&hellip;drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.</p></li><li><div>
Manage a complex and fully geographically remote workforce, meeting Employee, Customer, and Business Outcomes.</div></li><li><div>
Responsible for ensuring your organization delivers on the Key Performance metrics which include, Books Done, Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, Customer Serving Time, and Utilization, and team engagement metrics like Expert PRS, and Pulse.</div></li><li><div>
Drive innovation through experimentation and partnership with our Thrive (Lean Management) teams to create the optimum processes for our operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings.</div></li><li><div>
Leading teams through exploring and testing new technologies or service methodology changes to address expert and customer needs.</div></li><li><div>
Observing, and understanding customer pain points; identifying problem areas and working cross functionally to drive improvements to the Quickbooks Live Experience</div></li><li><div>
Play a key role in the QB Live leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with our business partners.</div></li><li><div>
Developing subject matter expertise for new offerings and the existing Quickbooks Live ecosystem</div></li><li><div>
Collaborating on Strategic direction for Service Delivery vision and designing footprint strategies for our domain experts.</div></li><li><div>
Working with forecast, demand, and experience teams to determine and improve baseline forecasts.</div></li><li><div>
Collaborate with Ops Strategy &amp; Finance Partners to align on operational and financial plans to target.</div></li><li><div>
Participate in monthly and quarterly discussions with your extended team to assist in roadmap conversations driving expert experience improvements.</div></li><li><div>
Partner with your direct reports and operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery to scale.</div></li><li><p>
Continue the growth path of partnership with other Live services teams and resource flexibility to make QuickBooks Live MOnthly Bookkeeping Team fungible and dynamic.</p></li><li><p>
Work with fellow senior leaders to develop and deliver a robust talent and performance review process to ensure high caliber expert, lead, and manager performance beyond peak season.</p></li></ul><p><b><br>
Qualifications</b></p><div>
Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.</div><div></div><div><br>
The ideal candidate possesses:</div><ul><li><p>
Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus</p></li><li><div>
Minimum of 5 years of experience primarily in Service Delivery (Contact Center and Partner Management) and/or the Accounting industry in a people leadership role</div></li><li><div>
Deep familiarity with customer experience performance metrics, including, but not limited to: Customer Satisfaction, Speed to Completion, tNPS (Net Promoter Score) and interaction KPIs (Issue Resolution, Occupancy, Utilization, ASA, Transfer Rate, AHT, Customer Service Time, etc.)</div></li><li><div>
 Customer focused and desire to understand and help design and deliver the end-to-end customer and expert experience</div></li><li><div>
 Strong written and verbal communication skills and ability to present information in a clear and concise manner, influencing in a cross-matrixed environment.</div></li><li><div>
 Ability to interpret and disseminate complex or ambiguous information to your team at point of need</div></li><li><div>
Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiatives.</div></li><li><div>
Strong track record of managing multiple projects, deliverables, and workload, with a varying degree of complexity and deadlines.</div></li><li><p>
As this role will require collaboration across multiple teams, it will require up to 15% travel</p></li></ul><p><br>
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit&reg;: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:</p><div>
Bay Area California $ 95,000- 128,500</div><div>
Southern California $ 95,000- 128,500</div><div>
Colorado $ 90,500- 122,500<br>
Hawaii $ 95,000- 128,500<br>
Illinois $ 90,500- 122,500<br>
Massachusetts $ 95,000- 128,500<br>
Maryland $ 90,500- 122,500<br>
Minnesota $ 81,500- 110,000<br>
New Jersey $ 95,000- 128,500<br>
New York $ 95,000- 128,500<br>
Ohio $ 81,500- 110,000<br>
Vermont $ 90,500- 122,500<br>
Washington $ 95,000- 128,500<br>
Washington DC $ 90,500- 122,500</div></div><p></p>

Manager 2, QuickBooks Live

DC Department of Human Resources

<div>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 This position is located in the Office of Unified Communications (OUC), Non-Emergency Operations Division. OUC consolidates the emergency 911, non-emergency, and 311 call activities from the Metropolitan Police Department (MPD), DC Fire and Emergency Medical Services Department (DCFEMS) and customer service operations which connects residents and visitors to essential government services, numbers, and information.
 <br/>
 <br/>
 <strong>
  Duties &amp; Responsibilities
  <br/>
  <br/>
 </strong>
 Responsible for planning, organizing, controlling, and exercising managerial responsibility on an assigned shift, creating, and implementing standard operating procedures applicable to call center operations. Provides management and oversite to the Call Center Operations supervisors and staff that are responsible for engaging, in answering and processing calls for persons requesting city services, information, and inquiries regarding city programs and or events. Establishes partnerships and build contacts with members of the public, and individuals in other D.C. Government agencies, Council Members, neighboring jurisdictions, and other Communications Divisions. Establishes call center objectives, provides the staff with opportunities to gain additional knowledge of services, and troubleshooting techniques by assessing and recommending relevant trainings that enhance and support the operation.
 <br/>
 <br/>
 Analyzes call center data and focuses on improving performance and processes to better support customers.
 <br/>
 <br/>
 Responsible for identifying opportunities for improvement and collaborating with key stakeholders to develop action plans to improve and support implementation of process changes. Tracks and evaluates success of process changes and communicate results of changes to leadership. Monitors staff performance, work operations, and resolves operational problems to ensure unit operates efficiently and effectively to meet performance measures. Ensures that calls for service are answered in a prompt, courteous, professional, and accurate manner. This position makes recommendations for training. Serves as a liaison to District agencies. Duties of this position will also include but are not limited to project management, public relations/community engagement, and technical application insight.
 <br/>
 <br/>
 <strong>
  Specialized experience:
 </strong>
 Experience which is directly related to the position which has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, the incumbent must possess at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.
 <br/>
 <br/>
 Experience in supervising a call center to include call center operations, staffing, technology, and tracking service levels is highly preferred.
 <br/>
 <br/>
 <strong>
  Working Conditions/Environment
  <br/>
  <br/>
 </strong>
 The work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices and training rooms. The work is performed in an office or call floor setting.
 <br/>
 <br/>
 <strong>
  Other Significant Facts
  <br/>
  <br/>
 </strong>
 <strong>
  Tour of Duty:
 </strong>
 Schedule hours vary. This position is designated as Emergency (essential personnel). The incumbent may be required to either report to work, stay at work or telecommute when the government is closed, when employees are dismissed early, when there is a declared emergency or during a period of non-emergency as the duties performed by this position are critical to continuity of government operations.
 <br/>
 <br/>
 <strong>
  Duration of Appointment:
 </strong>
 Management Supervisory Service (at-will)
 <br/>
 <br/>
 <strong>
  Promotion Potential:
 </strong>
 No known promotion potential
 <br/>
 <br/>
 <strong>
  Pay Plan, Series and Grade:
 </strong>
 MS-0301-13
 <br/>
 <br/>
 <strong>
  Collective Bargaining Unit
 </strong>
 : This position is not in the collective bargaining unit.
 <br/>
 <br/>
 <strong>
  Position Designation:
 </strong>
 This position has been designated as
 <strong>
  Security Sensitive
 </strong>
 therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
 <br/>
 <br/>
 <strong>
  Emergency Designation
 </strong>
 : This position is designated as Emergency or Essential pursuant to Chapter 12 of the D.C. personnel regulations, Hours of Work, Legal Holidays, and Leave.
 <br/>
 <br/>
 <strong>
  Residency Preference:
 </strong>
 When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment.
 <br/>
 <br/>
 <strong>
  Equal Employment Opportunity:
 </strong>
 The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally-protected status within the limits imposed by applicable District and federal laws and regulations.
</div>


311 Call Center Operations Manager

Howard University Hospital

<div><h2 class="jobSectionHeader"><b>Telecommunications Administrator</b></h2><p><b>
Howard University Hospital &ndash; Washington, DC</b></p><h3 class="jobSectionHeader"><b>
Role Summary</b></h3><p>
Howard University Hospital is seeking an experienced <b>Telecommunications Administrator</b> to manage and support the hospital&rsquo;s enterprise voice and communication systems. This role ensures the reliability, security, and performance of critical telecommunications infrastructure&mdash;including VoIP, PBX, call center technologies, and paging systems&mdash;that support clinical operations, patient communication, and hospital-wide coordination.</p><p>
The Telecommunications Administrator works closely with clinical departments, IT infrastructure teams, and external vendors to maintain mission-critical communication systems that operate in a 24/7 healthcare environment.</p><h3 class="jobSectionHeader"><b>
What You&rsquo;ll Do</b></h3><ul><li>
Administer and maintain enterprise telecommunications systems including VoIP, PBX, voicemail, call recording, and call center platforms</li><li>
Configure and optimize SIP trunks, call routing, dial plans, and extensions</li><li>
Monitor telecommunications system performance and resolve issues</li><li>
Implement firmware updates, patches, and backups according to change management procedures</li><li>
Serve as the primary liaison with telecommunications vendors and service providers</li><li>
Provide end-user support and training for hospital staff</li><li>
Collaborate with network and security teams to integrate telephony systems with hospital IT infrastructure</li><li>
Maintain documentation including call flow diagrams and system inventories</li><li>
Generate reports and analytics on telecommunications performance and usage</li><li>
Ensure compliance with HIPAA, Joint Commission standards, and hospital security policies</li><li>
Participate in disaster recovery planning and emergency communication testing</li><li>
Evaluate emerging telecommunications technologies</li></ul><h3 class="jobSectionHeader"><b>
Required Qualifications</b></h3><p><b>
Education</b><br>
Bachelor&rsquo;s degree in Telecommunications, Information Technology, Computer Science, or a related field required.</p><p><b>
Experience</b><br>
Minimum 3&ndash;5 years of experience managing enterprise telecommunications or unified communications systems.</p><p><b>
Technical Skills</b></p><ul><li>
Experience supporting VoIP platforms such as Cisco Unified Communications Manager, Avaya Aura, Mitel, or similar</li><li>
Knowledge of SIP trunking, call routing, QoS, and TCP/IP networking</li><li>
Familiarity with call center technologies including IVR and ACD</li><li>
Knowledge of telecommunications cabling standards and network topology</li><li>
Understanding of HIPAA security requirements in healthcare</li></ul><p><b>
Preferred Certifications</b></p><ul><li>
Cisco CCNA Collaboration / Voice</li><li>
Avaya Certified Implementation Specialist</li><li>
CompTIA Network+ or Security+</li></ul><h3 class="jobSectionHeader"><b>
About Howard University Hospital</b></h3><p>
Howard University Hospital is a nationally recognized academic medical center located in Washington, DC and serves as the primary teaching hospital for Howard University College of Medicine.</p><h3 class="jobSectionHeader"><b>
What We Offer</b></h3><ul><li>
Competitive compensation and benefits</li><li>
Professional development opportunities</li><li>
A collaborative environment supporting innovation and patient care</li></ul><h3 class="jobSectionHeader"><b>
Position Details</b></h3><p><b>
Department:</b> IT Technology Services<br>
<b>Reports To:</b> Director of Infrastructure<br>
<b>Location:</b> Washington, DC<br>
<b>Status:</b> Full-Time<br>
<b>FLSA Status:</b> Exempt</p><h3 class="jobSectionHeader"><b>
Pay + Schedule</b></h3><p>
Salary will be determined by the Compensation Department and based on experience, education, internal equity, and organizational guidelines.</p><h3 class="jobSectionHeader"><b>
Compliance Statements</b></h3><p><b>
Culture of Care</b><br>
Howard University Hospital supports a Just Culture that promotes accountability, learning, and patient safety.</p><p><b>
Equal Opportunity Employer</b><br>
Howard University Hospital is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics.</p><p><b>
Reasonable Accommodation</b><br>
For accommodation requests during the application process please contact <b>HUHLA@huhosp.org</b>.</p><p><b>
Pay Transparency</b><br>
Compensation is determined based on experience, education, internal equity, and other relevant factors.</p><p><b>
Disclaimer</b><br>
This description outlines the general nature of the role and is not an exhaustive list of duties.</p></div>

Telecommunications Administrator

American Psychiatric Association

<div><p><b>POSITION SUMMARY
</b></p><p>The Clinical Support Systems (CSS) team supports evidence-based, person-centered pharmacological and psychosocial interventions for individuals with serious mental illness (SMI), including those with schizophrenia, bipolar disorder, and recurrent major depression. The team provides a virtual resource center for clinicians and others caring for those with SMI, including physicians, nurses, psychologists, social workers, pharmacists, peer support specialists, administrators, psychiatric technicians, and others that is sponsored by private or government entities. The CSS provides accredited, evidence-based education, vetted resources and interactive tools, clinical communities, psychopharmacology and other treatment Centers of Excellence, and on-demand consultation to enhance service delivery for the population with SMI.
</p><p></p><p>The Program Manager manages the day-to-day functions required of the initiative or set of initiatives and is responsible for meeting the requirements and due dates of those initiatives which they oversee. The Program Manager is responsible for the management of faculty and vendors who deliver live and on-demand education, develop resources and interactive tools, manage clinical communities, develop and maintain centers of excellence, and respond to consultations and helpdesk tickets. The Program Manager is responsive to the needs of the funder including tracking needs and development of new, previously unidentified, assets. The Program Manager will often be the front-line communicator to those internal and external customers and will liaise with other APA divisions to realize the mission of the initiative. The Program Manager may liaise with project teams from external organizations with whom APA is partnering on the initiative(s). The Program Manager will be responsible for tracking of finances allotted to aspects of the initiative(s).
</p><p></p><p><b>DUTIES &amp; RESPONSIBILITIES
</b></p><ul><li><p>Administrative oversight of the initiative(s) managed</p></li><li><p>
Knowledgeable of all requirements of the initiative(s)
</p></li><li><p>Develop and maintain detailed timelines and project plans
</p></li><li><p>Act as the liaison to the Association divisions relevant to the work scope
</p></li><li><p>Act as the liaison to the Funder(s), if applicable
</p></li><li><p>Act as liaison to partner organizations and high-level clinical leaders, ensuring their engagement with the project is seamless and high impact
</p></li><li><p>Lead regular meetings and conference calls as required or needed by the initiative(s), tracking assigned tasks and ensuring completion in a timely manner
</p></li><li><p>Draft Requests for Proposals (RFPs) and participate in screening and interviewing of vendors
</p></li><li><p>Develop and manage contracts and contract amendments for engaged vendors and faculty, working closely with General Counsel&rsquo;s office
</p></li><li><p>Track and process invoicing and burn-down rate of finances for engaged vendors and faculty
</p></li><li><p>Provide written reports and oral presentations of progress, as required and as requested
</p></li><li><p>Regularly update the Senior Director on progress, and come with possible solutions to barriers
</p></li><li><p>Provide excellent customer service to project end-users (e.g., Funder, clinicians, APA members), which may include troubleshooting technical issues, providing relevant content, and implementing system changes to be responsive to customer needs.
</p></li><li><p>Work with the data analyst to ensure data management, visualization, and data reporting is reliable, informative, and meets requirements of the initiative(s)
</p></li><li><p>Lead all aspects of planning and implementation off-site trainings/meetings/conferences
</p></li><li><p>Product oversight of the initiative(s) managed:
</p></li><li><p>Manage engaged vendors and faculty to meet their Statement of Work
</p></li><li><p>Provide clear and constructive feedback to vendors and faculty as they progress through their Statement of Work
</p></li><li><p>Review deliverables developed for the initiative(s); work through edits; ensure alignment with initiative(s)&rsquo; goals, APA mission/brand, and the evidence-base; ready them for marketing and distribution
</p></li><li><p>Work closely and collaboratively with the APA Compliance Team to ensure education developed meets Joint Accreditation standards
</p></li><li><p>Monitor the education catalog to ensure access and delivery of education developed
</p></li><li><p>Ensure education to be delivered live is well rehearsed and then manage the live delivery
</p></li><li><p>Manage systems that deliver assets (e.g., consultation system, website, smartphone apps); ensure they are user friendly and changes are implemented as needed
</p></li><li><p>Leverage clinical skills and experience to manage specific tasks that would benefit from that knowledge
</p></li><li><p>Communicate effectively with clarity, credibility, and timeliness
</p></li><li><p>Collaborate with specific departments within the APA, including but not limited to, Education, General Counsel, Communications, Meetings, IT, APPA on key aspects of the initiative
</p></li><li><p>Communicate and works seamlessly with the Team&rsquo;s other members
</p></li><li><p>Foster a OneAPA culture by maintaining high-trust, aligned relationships across the Association
</p></li><li><p>Performs other duties as assigned
</p></li><li><p>Flexibility will be needed in work hours related to the federal and state contract and grant requirements
</p></li></ul><p></p><p><b>COMPETENCIES
</b></p><p>The Program Manager&rsquo;s performance on these duties and responsibilities will be measured using the following competencies:
</p><p></p><p><b>SCOPE &amp; IMPACT
</b></p><p>The scope includes managing an initiative or set of initiatives that are high-profile and must best represent APA and the Funder and meet the requirements of the initiative.
</p><p></p><ul><li><p>Performs tasks that significantly impact the program and require the ability to gather, organize, verify, compose, and/or analyze established concepts, policies, and procedures to complete several multistep functions
</p></li><li><p>Responsible for specific daily activities for a body of work
</p></li><li><p>Responsible for a set of tasks that requires clinical expertise
</p></li><li><p>Demonstrates proficiency in the use of specialized skills and techniques
</p></li><li><p>Success is frequently measured by completing a complex set of tasks and demonstrating complex and nuanced individual and group work environment behaviors
</p></li></ul><p></p><p><b>COMPLEXITY, PROBLEM SOLVING &amp; DECISION-MAKING
</b></p><p>In response to needs identified by the Funder(s), the Program Manager applies knowledge of mental health and the needs to improve knowledge and skills to improve care to ensure a quality product representative of APA and to meet the needs of the Funder of the initiative(s).
</p><p></p><ul><li><p>Exercises judgment to establish and implement project SOPs to meet guidelines
</p></li><li><p>Must demonstrate sound decision-making in a range of situations
</p></li><li><p>Leverages clinical knowledge to impact deliverables
</p></li><li><p>Has authority to make decisions relevant to day-to-day operations for which there is an established SOP
</p></li><li><p>Identifies complex problems and issues. Designs and implements solutions with management approval
</p></li><li><p>Recognizes out-of-scope problems and escalates them to the appropriate level
</p></li></ul><p></p><p><b>RELATIONSHIP MANAGEMENT &amp; AUTHORITY
</b></p><p>The position requires consistent interaction with key internal APA leadership as well as outside experts, including leadership of national mental health care organizations. These relationships take considerable nurturing, including skillful guidance to get deliverables completed on-time and on-brand. The Program Manager is an outward facing representative of the contract.
</p><p></p><ul><li><p>Relationships span levels internally and externally and center on collaborative work efforts
</p></li><li><p>Has regular contact with outside partners and organizations
</p></li><li><p>Has extensive contact with management, staff, and colleagues across departments to identify, learn, explain, and report on key issues, trends, and challenges
</p></li><li><p>Uses diplomatic skills to obtain trust, cooperation, and understanding in order to resolve more complex problems
</p></li><li><p>May represent the organization as a liaison to APA governance and other external coalitions and audiences with guidance from supervisor
</p></li></ul><p></p><p><b>ORGANIZATIONAL KNOWLEDGE
</b></p><p>These initiatives represent APA and requires weekly collaboration with a number of Divisions of the Association. Successful collaboration takes both knowledge of and respect for the Association.
</p><p></p><ul><li><p>Demonstrates a full understanding of the work or Team's relationships and responsibilities within the Association
</p></li><li><p>Demonstrates a thorough working knowledge of policies, procedures, and terminology of the related department/field
</p></li></ul><p></p><p><b>SUPERVISION
</b></p><ul><li><p>Coaches and mentors junior level staff
</p></li></ul><p><b>REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS
</b></p><ul><li><p>At least 5 years of experience in project management
</p></li><li><p>Clinical degree relevant to mental health (e.g., social work, nursing, psychology, pharmacy, psychiatry, counselor)
</p></li><li><p>Excellent oral and written communication skills
</p></li><li><p>Self-motivated, able to work independently, as well as in multi-disciplinary teams
</p></li><li><p>Curious to learn and to grow in the position
</p></li><li><p>Evidence of managing high-performing remote teams, fostering collaboration and achieving results through effective communication, goal setting and performance management strategies
</p></li><li><p>Demonstrated track-record of tracking complex organizational tasks with excellent attention to detail, to produce high-quality and error-free content
</p></li><li><p>Skilled in organizing resources and establishing priorities while managing multiple deliverables across concurrent timelines
</p></li><li><p>Ability to gather data, compile information, write reports, and effectively and efficiently communicate outcomes and next steps (both in written and oral form)
</p></li><li><p>Excellent problem-solving skills
</p></li><li><p>Proficiency with online collaboration and project management tools (examples include: Smartsheet, MS Teams, MS Project, Zoom). Familiarity with online database and analytics tools (WordPress, SQL, Google Analytics, Salesforce) a plus. Familiarity with learning management systems a plus.
</p></li><li><p>Proven ability to design, develop and implement effective online learning experiences using various digital platforms and tools
</p></li><li><p>Demonstrated knowledge of accreditation standards a plus
</p></li><li><p>Mental health/psychiatric systems/state hospitals understanding a plus
</p></li></ul><p>EOE, Including Disability/Vets</p></div><p></p>

Program Manager, Clinical Support Systems-Clinician

Amalgamated Bank

<div><div><div><div><div><div><div><div><div><div>Amalgamated Bank, America&rsquo;s socially responsible bank, seeks to hire an Account Executive I to work in our Commercial Banking office in DC and to provide client service and support within the Commercial Banking division.<p><br>
By joining our team, you&rsquo;ll be joining a Bank that believes that that maintaining a diverse and inclusive workplace where everyone feels valued and respected is essential for us to grow as a company. We are dedicated to building a more equitable world in our everyday practices by embracing the values of our employees and customers.</p><p><b><br>
Essential Job Functions:</b></p><ul><li>
Act as day to day relationship manager for assigned client portfolio.</li><li>
Ensure respective Commercial Bankers are well informed of client issues, request and opportunities for growth.</li><li>
Serve as primary point of contact for assigned clients; liaising with other areas of the bank to resolve client issues.</li><li>
Consult with clients to make appropriate recommendations on product, services and fee structures.</li><li>
Participate in sales process as requested by Commercial Bankers offering sales support, product expertise, product demonstrations and pro forma analyses.</li><li>
Deepen relationships by taking a consultative approach to client needs both from a product and service perspective.</li><li>
Maintain accurate client records through a central repository of shared drives or databases.</li><li>
Complete monthly or annual audit reviews as required for select products and services.</li><li>
Review and decision of daily overdraft and other account reports; escalate issues to management as needed.</li><li>
Maintain compliance with all bank policies, procedures and regulations.</li><li>
For new clients, provide and implement flawless account transition services from the incumbent bank to Amalgamated Bank including account opening, cash management service enrollment, and online banking training.</li><li>
Demonstrate a superior level of product acumen and attention to detail.</li><li>
Timely escalation to management and Commercial Bankers of client concerns or issues.</li><li>
Work remotely and be accessible nights and weekends for VIP client inquiries.</li><li>
Work independently and effectively manage multiple priorities.</li><li>
Respond to internal and external clients in a timely fashion.</li><li>
Perform other duties as directed.</li></ul><p><b>
Knowledge, Skills and Experience Requirements</b><b>:</b></p><ul><li>
Bachelor&rsquo;s degree or equivalent experience</li><li>
Two to three years of experience in client facing roles</li><li>
Ability to accurately understand and audit financial statements</li><li>
Ability to work and adapt to a fast paced, evolving work environment</li><li>
Robust knowledge of Microsoft Office software package (Word, Excel, Outlook)</li><li>
Exceptional verbal, written communication and interpersonal skills</li><li>
Strong attention to detail and accuracy</li></ul><p></p><p><br>
Our job titles may span more than one career level. The starting base salary for this role is between $60,000.00 &ndash; $70,000.00. The actual base pay is dependent upon many factors, such as training, transferrable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future.</p></div></div></div></div></div></div></div></div></div><div><div><div><div><div><p><br>
Amalgamated Bank is an Equal Opportunity and Affirmative Action Employer, Minorities / Females / Individuals with Disability / Veterans. AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. View our Pay Transparency Statement. Submission of a resume or any information regarding your qualifications does not constitute a promise or offer of employment. At Amalgamated Bank, we consider an applicant to be someone who has interviewed at least once, in person, with the hiring manager. Amalgamated Bank does not sponsor applicants for work visas.</p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><b><br>
Hybrid Work Model</b><br>
Effective February 18, 2025, employees in office-based positions will be working a Hybrid work schedule consisting of three days or more, on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, the contact center, branch service roles, and general services where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance does not apply to roles that have been designated as &ldquo;remote&rdquo;.</div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>

Account Executive l, Political Banking

<div><p>ECS is seeking an <b><i>Operations Manager</i></b> to work in our <b><i>Washington, DC - Hybrid </i></b>office. <b>Please Note:</b><b> This position is contingent upon contract award.</b></p>
<p>
</p><p>ECS is seeking an Operations Manager to lead and modernize the operational backbone of the SEC's IT environment &mdash; encompassing Data Center operations, the Network Operations Center (NOC), and Disaster Recovery (DR) capabilities. This is a critical leadership role: you will be responsible for the 24/7 reliability of the systems that the SEC depends on to fulfill its regulatory mission, while simultaneously driving these operations toward greater automation, intelligence, and resilience.</p>
<p>
</p><p>The SEC is not looking for someone who will simply manage shifts and keep the status quo running. The agency is investing in AI-driven operations (AIOps), automated incident response, predictive monitoring, and infrastructure automation &mdash; and your operations teams need to be at the center of this transformation. You will be expected to reduce manual operational toil, implement automated runbooks, introduce AI-powered event correlation and root cause analysis, and build a culture where your operators are engineers who build automation, not just watchers who respond to alerts.</p>
<p>
</p><p>You will manage and develop a multi-team operations staff, establish and enforce operational standards, and serve as the primary escalation point for critical infrastructure events. You will work closely with the System Architects, Network Architects, and Cloud Engineers to ensure that the operational model evolves in lockstep with the infrastructure modernization. Your success will be measured not just by uptime and SLA achievement, but by how much manual work you eliminate, how much faster your team resolves incidents, and how effectively you leverage AI and automation to improve the SEC's operational posture.</p>
<p>
</p><p><i>General Description of Benefits</i></p>
Requirements:
<ul><li>10+ years of experience managing IT operations teams, including at least 5 years managing data center operations, NOC, or enterprise operations center teams</li>
<li>Demonstrated track record of transforming operations through automation &mdash; reducing manual toil, implementing automated runbooks, or introducing AIOps capabilities</li>
<li>Experience managing 24/7 multi-shift operations with direct responsibility for uptime SLAs and incident response in mission-critical environments</li>
<li>Strong technical foundation across data center infrastructure (servers, storage, networking, virtualization) and monitoring/observability platforms</li>
<li>Experience implementing or managing enterprise monitoring and event management platforms (ServiceNOW ITOM, Splunk ITSI, Dynatrace, SolarWinds, or equivalent)</li>
<li>Proven ability to measurably improve operational metrics &mdash; MTTR reduction, incident volume reduction, SLA improvement, or automation rate increase</li>
<li>Experience managing Disaster Recovery programs including DR testing, runbook maintenance, and failover coordination</li>
<li>Strong ITIL knowledge with practical experience in event, incident, problem, and change management processes</li>
<li>Experience managing and developing teams of 20+ operations personnel across multiple shifts</li>
<li><b><i>Active Secret clearance or ability to obtain; U.S. citizenship required</i></b></li>
<li>
<p><b><i>Bachelor's degree in Information Technology, Computer Science, or related field. Equivalent combination of education and 12+ years of progressive IT operations management experience accepted.</i></b></p></li><br>
</ul>
<br>
Req Benefits:
<div>https://ecstech.com/careers/benefits/&quot;&gt;https://ecstech.com/careers/benefits/</div></div>

Operations Manager

Explore 537+ Contact center manager in Washington this March. Find roles across top companies and apply now to boost your career.