Manager, WCD Operations

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! 

Primary Responsibility / Summary

The Manager, Workforce and Career Development Operations drives operational excellence by ensuring compliance with contract, funder, accreditation, and regulatory requirements through rigorous auditing across all programs; leads team collaboration and champions processes improvement; and develops tools to monitor project deliverables and budgets to ensure grant and WCD objective fulfillment.

Essential Duties & Responsibilities

Program Support

• Oversees all aspects of program operational support including participant engagement and case management training, monitoring programmatic performance conducting constructive appraisals, and facilitating new program onboarding to consistently exceed enrollment and placement goals for portion of the program team coaches / specialists.
• Supports QA and Data Performance Infrastructure. Develops and maintains program operating procedures in accordance with departmental and organizational policies and procedures.

Program Excellence and Certification

• Designs and leads implementation of a department‐wide performance management and quality improvement culture. Leads Continuous Quality Improvement (CQI) efforts and leads CQI implementation. 
• Executes on key improvement projects via standard WCD PMO methods; Plans, schedules, and tracks project timelines, deliverables and milestones in regular progress reports and contingency plans, as needed. Sets and continually manages project expectations with team members and other stakeholders.
• Drive operational excellence by conducting routine staff visits, reviews, and spot checks, and leading regular performance monitoring and monthly training meetings.
• Facilitate operational excellence by conducting program audits, monitoring reviews, and technical assistance visits. Monitors participant records, data gathering, and reporting systems according to funders, CARF and organizational standards. Leads regularly‐scheduled performance monitoring meetings and monthly training meetings with program staff. 
• Optimize WCD programs by creating performance management and reporting tools that analyze key metrics such as deliverables, outcomes, and expenses. Ensure accurate and timely data entry and reporting.
• Serve as a key point of contact for external auditors, examiners, and surveyors, addressing their questions and concerns and prepares activities and lists for program certification, accreditation and other quality evaluations by external parties and program management staff as needed. 

Staff Supervision and Development

• Supervise high-performing and mission-driven team members by hiring, training, and managing staff, fostering a culture of accountability and collaboration, and ensuring compliance with organizational policies and relevant regulations.
• Support annual events including WCD All-Staff Meetings and WCD Holiday Party, managing logistics, presentations, and execution.

Travel Requirements

• This position requires travel (25-50% of the time) within Southern California, a valid CA driver's license and state-required auto insurance is required.  Driving records must be acceptable by the company’s insurance vendor.

Supervisory Responsibilities

• This job supervises a combination of these Ambassadors: Supervisors, Specialists, Assistants.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education & Experience

• Bachelor's degree from four-year college or university preferred.
• 3-4 Years of managerial, supervisory experience.
• Experience working with individuals with barriers to employment.
• Workforce Development preferred.
• Experience with Salesforce/CRM System preferred

English Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to use multiple software programs.

Mathematical Skills

• Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Complexity

• Specialized or technical work with unclear guidelines.  Diversified and requires interpretation of established policies/procedures and independent handling of non-routine problems and situations.  Limited supervision.

Computer Skills

• Database Software
• Case Management System
• HRIS System
• Microsoft Suite Software
• Other Software/Systems

Pre-Employment Testing

• 8 Panel Drug Screen 
• Background Check 
• Live Scan 
• Employment Verification 
• Education Verification 
• Personal References 
• LEIE 
• MVR 

Values-Based Work Environment Notice

Goodwill Southern California provides a values-based work environment for our employees.  All individuals are expected to support and promote our values:

1. Respect.  We treat everyone with respect, compassion and inclusion, recognizing their contributions and differences.
2. Integrity.  We conduct business with transparency, integrity and accountability.
3. Service.  We serve, empower and advocate for our clients, community, business partners and each other.    
4. Excellence.  We pursue a vision of excellence and continuous improvement to better the lives of those we serve.

The above description is not intended to be an “all-inclusive” list of the duties and responsibilities of the job described, nor is it intended to be such a listing of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job.

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here:

Goodwill gives preferential consideration to persons with barriers to employment.   Persons with disabilities are encouraged to apply. 

Equal Employment Opportunity

Goodwill is committed to a policy of equal employment opportunity for applicants and employees. 

Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.  

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.   Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.   We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.  

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. 

Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.