Company Overview

Talitrix is a premier SaaS provider of electronic monitoring solutions tailored specifically for the criminal justice industry. With a commitment to innovation, integrity, and social responsibility, Talitrix delivers advanced technology solutions that enhance public safety, improve offender rehabilitation outcomes, and streamline the operations of justice agencies. With a focus on collaboration and partnership, Talitrix works closely with justice agencies, law enforcement, and community stakeholders to develop customized solutions that address specific program requirements and objectives. Our team of experts provides comprehensive support and training to ensure seamless implementation and ongoing success.

Position Overview

As the Director of Operations, you will assume a critical role in orchestrating and optimizing the operational functions of our organization. Your primary focus will be on supply chain management, with a specialized emphasis on inventory management and the efficient operation of our back-office call center. The ideal candidate will possess a deep understanding of operational workflows, coupled with the ability to implement strategies that enhance efficiency and elevate service delivery standards.

DUTIES AND RESPONSIBILITIES

2. Back-Office Call Center Operations: Manage the back-office call center operations to ensure timely and effective resolution of customer inquiries, end-user support, order processing, billing and collections, and administrative tasks. Implement best practices to enhance productivity and customer satisfaction.

3. Procedure Establishment and Documentation: Establish and document standard operating procedures (SOPs) across operational functions. Ensure compliance with regulatory requirements and industry standards while fostering a culture of continuous improvement.

4. Cross-Functional Collaboration: Collaborate closely with other departments, such as sales, marketing, finance, and IT, to understand their operational needs and align strategies accordingly. Facilitate effective communication and coordination to support cross-functional initiatives.

5. Performance Metrics and Communication: Develop and implement performance metrics to monitor operational efficiency, quality, and customer satisfaction. Regularly communicate key insights and performance updates to stakeholders, providing actionable recommendations for improvement.

6. Leadership and Team Development: Provide strong leadership to the operations team, fostering a culture of accountability, collaboration, and innovation. Coach and mentor team members to enhance their skills and capabilities, driving professional growth and organizational success.

QUALIFICATIONS

• Bachelor’s degree in business administration, Operations Management, or a related field.
• Proven experience implementing best business practices for asset management tracking systems and supply chain management.
• Strong knowledge of call center operations, including call handling procedures, workforce management, and quality assurance processes.
• Technology startup experience preferred, with a demonstrated ability to thrive in a fast-paced, dynamic environment.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Demonstrated commitment to continuous learning and professional development.
• Microsoft Office Suite, General computer skills

Technical Skills

• Salesforce (or other CRM)
• MS Office – Word, Excel, PowerPoint, SharePoint, Teams
• ERP
• Call Center Systems-Five9 or similar
• Financial Systems
• HR /Payroll/ Administrative Systems

Benefits

• Paid Time Off & Holidays
• Medical Insurance
• Dental/vision Insurance
• 401(k) Plan
• Flexible Spending Accounts (available with some plans)
• Company paid Life Insurance, Short and Long-Term Disability
• Additional Insurance Plans available
• Employee Discount Program
• Employee Assistance Program (EAP)