TITLE: Senior Operations Manager LOCATION: Ashburn, VA, Hybrid Work from Home Schedule SCHEDULE: Full-Time TRAVEL: As Needed About Us The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results. About The Team We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action. What you’ll be part of – TPG Culture At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap for focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG. About the Role – Who You’ll Work TPG is seeking a Senior Operations Manager responsible for supporting the operation by conducting quality audits, analyzing results, providing feedback, and ensuring quality consistency. This position is also responsible for recommending operational and process improvements in order to maintain quality in regards to contractual and internal requirements. Essential Functions and Responsibilities: Work closely with the Field Program Director(s), Director of Operations, and Corporate Departments to communicate Program changes and or enhancements. Assist Director of Operations with the development and refinement of policy interpretation, guidelines, and procedures that will improve or enhance service delivery of the program. Escalate concerns and suggest improvements to the Director of Operations. Ensure compliance with the company’s policies and procedures and ensure changes are communicated to the team as necessary. Assist in developing and implementing SOPs. Ensure compliance with contract requirements and ORR policies via verification of consistent implementation of SOPs. Ensure a high level of internal and external customer service. Investigate and correct customer issues and complaints relating to quality and reporting. Develop and monitor performance metrics. Analyze program data to identify trends and performance issues, push productivity, and seek opportunities for improvement. Create, monitor, and ensure the effectiveness, quality, and completeness of data in the company’s internal tracking system. Verify quality, accuracy, and professionalism of reports before submitting/providing to the customer. Create traceability and align Quality Control activities with the business, program and contract needs. Ensure that all operations run smoothly and align with quality standards. Review business processes and procedures to identify efficiencies and achieve better business practices. Provide management and leadership support to direct reports. Provide technical, analytical, operational, and statistical expertise to teams and field staff. Manage staffing levels, balance workload of team, and assign tasks to field and remote Staff. Review and approve Staff leave requests, timesheets, and expense reports. Design, develop, and implement quality control training programs and resource trainings with the assistance of the Training Department. Maintain accurate records and documentation of program activities. Coordinate projects and/or lead task force assignments as appropriate. Plan for transition of new offices, including resource planning, communication, onboarding, training, and implementation of corporate QC Plan. Minimum Qualifications & Skills: Bachelor’s degree in psychology, counseling, social work, human services, criminal justice, sociology, education, or a related field; OR a minimum of 5 years of related experience in the field of social work, child protective services, pre-trial probation, law enforcement, or related field Direct experience in the delivery of child welfare investigations or services to children to include a minimum of 5-7 years prior supervisory/management experience Knowledge of program objectives, policies, procedures, and requirements for managing a program of this size and scope Availability to travel within the United States Preferred Qualifications: Attention to detail Strong organizational skills Ability to react calmly and effectively in emergency situations. Excellent written and verbal communication skills with the ability to multitask Experience with unaccompanied children, juvenile detention or rehabilitation or working with minors/youth Ability to maintain the highest level of confidentiality and integrity Strong computer skills and proficiency of Microsoft Office applications including Word, Excel, and PowerPoint Have the ability to work effectively with minimal supervision and with minimal direction Have sound problem solving skills Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment: A favorable credit check for all cleared positions Must be a U.S. Citizen Must have lived in the US for at least three (3) of the last five (5) years Successfully passing a background investigation For more information about the company please visit our website at https://www.theprovidenciagroup.com Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.