Operations Specialist 3

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Our Human Services team helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.

Services:

• Program Consulting

• Finance Consulting and Billing Services

• Applied Technology

• Outsourcing and Operations

• Strategy

• Project and Grants Management

• Assessments and Feasibility Studies

Will serve as the Training Agency Manager for the New Jersey ECE Registry Project

Duties and Responsibilities

• Builds and maintains a professional working relationship across teams to implement process improvements including leading development and implementation of tools and resources critical to the team’s success.
• Identifies, investigates, and troubleshoots deficits across operations and overall customer journey facilitating solutions and overseeing/ disseminating related communication as necessary.
• Provides consistent assistance and is available to field and answer questions; initiates outbound calls or receives inbound calls to respond to inquiries and to follow-up as necessary.
• Oversees/ coordinates assessment and necessary reviews of system and product needs across operational centers of excellence.
• Supports product and system enhancements input and tracking, including recommendations for new tools.
• Coordinates and directly contributes to self-service products across teams.
• Collaborates cross-functionally to develop critical education and training content/ resources including external stakeholder content as necessary.
• Leads and performs training internally across teams and externally as necessary.
• Leads teams developing critical forms and templates, directly contributing as necessary, with focus on promoting standardization operational efficiencies across teams.
• Responsible for maintaining excellent documentation including but not limited to policy and procedure manuals, training manuals, scripting.
• Coordinates development and consultation across team, continuously streamlining standard operating procedures, processes, and shared access tools such as Knowledge Base and SharePoint.
• Organizes and enforces operational practices and supporting procedures, including documentation of new business and product implementations.
• Coordinates and supports new business engagements, operations modernization, product and reporting related activities and projects across
• Establishes, coordinates, and tracks key metrics and related reporting.
• Identifies training needs based on identified trends.
• Responds to escalations expeditiously within stated service levels.
• Leads overall modernization activities as necessary to champion the voice of the customer.

Required Skills

• Demonstrated ability leading trainings with large stakeholder groups
• Demonstrated experience creating trainings
• Excellent attention to quality service within a multicultural environment
• Excellent verbal and written communication skills
• Ability to manage time effectively and independently while meeting deadlines and performance goals
• Ability to effectively present information and respond to external and internal inquiries
• Demonstrated success working in a team-oriented collaborative environment; ability to mentor and support team members
• Advanced proficiency with Microsoft Office (Excel, PowerPoint, Word, Visio, Teams)

Qualifications

• Bachelor’s degree or 7+ years of directly related experience

Working Conditions

• Office or Remote Setting; travel may be required depending on contractual requirements

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

• Remote Work Statement:

  This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company’s success. To be successful in a remote work role at PCG, you must:

  • be available during your set working hours.
  • have a safe, private, and distraction-free environment in which to complete your work, and
  • be able to give your full attention to the completion of your PCG job duties.

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  Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.

  We are accepting applications on an ongoing basis until filled. 

• Additional Job Description

  Additional Job Description

  PCG provides the following reasonable range of compensation for this role: $80,000-88,000 and a potential discretionary bonus of up to 10 %

  #LI-MB1

  #LI-Remote

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides the following reasonable range of compensation for this role below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

EEO Statement:

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.