Human In The Loop Operations Manager

Introduction
In this role you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.? Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your Role and Responsibilities
We are seeking an Operations Manager to work in a End User Services/Human-in-the-Loop environment. This person will be an active team leader responsible for supporting multiple projects day to day operations. Successful candidate will ensure the quality delivery of multiple contracts including staffing training quality assurance workforce management contract deliverables and service level agreements. The candidate will also need to be able to identify any skill knowledge or performance gaps and be responsible for remediation and team communications addressing them. As the Operations Manager this candidate will be responsible for supporting bid and proposal processes along with new contract capture for our End User Services Operations.

Tasks involved include but are not limited to:

• People Management and Performance Management of staff
• Communications with Automation Operations and IT teams and Project Leadership
• Attends Status/Release/Change/Quality Meetings as needed
• Workforce Management Employee Scheduling and Placement to meet Project needs
• Overall queue and operations Monitoring
• Throughput monitoring management and coaching
• Assists with compiling and updating SOPs
• Supports Interviewing new staff
• Supports Project and Portfolio Growth initiatives
• Ensure delivery using best practices and industry standards
• Stay current with new technology methodologies and models to continuously enhance delivery
• Track and plan pipeline contract cycles and transition in/out activities
• Recommend process and performance improvements

Required Technical and Professional Expertise

• Management/Operations Experience to include management of subordinate Staff
• Ability to manage 15-30 Direct Report Employees
• People and Performance Management and Communication-Experience in workforce management including staffing calculation shift coverage and industry standard models
• Experience being a client liaison responsible for client update performance and escalation communication
• Must be able to work onsite at IBM’s facility in Rocket Center WV 3 days per week or as business needs arise.
• Must be able to obtain VA Security Clearance Adjudication

Preferred Technical and Professional Expertise

• Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
• Familiarity with Robotic Process Automation (RPA) Artificial Intelligence (AI) and Object Character Recognition (OCR)