Publicado el nov 26, 2024

Apply Now

Classification: Exempt

Reports to: Chief Operating Officer

Summary/Objective

The Director of Operations is responsible for executing company strategy through the oversight and direction of Texas811's operational functions, including the Contact Center, Quality Assurance, Training, and Stakeholder Support. This role includes Profit and Loss (P&L) accountability, ensuring operational and financial targets align with Texas811's mission, and delivers operational volume and revenue forecasts. The Director will ensure regulatory and contractual compliance, uphold industry-leading ticket quality and customer experience standards, and implement, maintain, and regularly update policies that benefit Texas811 membership, excavators, and employees. These policies should promote the safety, productivity, and professional growth of all team members.

Success in this role is achieved through effective collaboration with peers, cross-functional teams, strategic analysis of performance metrics, and continuous improvement initiatives to enhance service efficiency, quality, and stakeholder satisfaction.

Direct Reports

Operations Manager(s), Quality Assurance Manager, Stakeholder Support Manager(s), and the Training Manager.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Operational Oversight and Efficiency

• Oversee and support the efficient functioning of Damage Prevention Center Operations, Quality Assurance, Stakeholder Support, and Training departments.

• Collaborate with department managers and direct reports to optimize processes, eliminate bottlenecks, and ensure streamlined workflows that enhance service efficiency and reduce costs.

Leadership and Development

• Lead, manage, and coach direct reports with growth-oriented development opportunities to advance their roles and capabilities at Texas811.

• Ensure clear communication of goals, expectations, and performance feedback to build a cohesive, high-performing operations team.

Compliance and Quality Assurance

• Ensure all operational departments meet regulatory and contractual requirements and maintain Texas811’s customer experience standards.

• Regularly update department policies to reflect industry standards and promote a safe, compliant work environment.

Data-Driven Performance Management

• Use data analytics and KPIs to monitor and report on department performance, identifying trends, areas for improvement, and opportunities for efficiency gains.

• Collaborate with leadership to implement KPIs for customer satisfaction, ticket quality, and operational efficiency.

Strategic Planning and Budgeting

• Lead the development of annual volume forecasts, department budgets, and financial targets.

• Oversee P&L responsibilities and ensure effective allocation of resources to meet Texas811’s financial and service objectives.

• Conduct annual reviews of customer contracts to identify and implement adjustments that ensure profitability across all lines of business.

Cross-Department Collaboration and Communication

• Collaborate with other departments to support shared goals, align on strategic initiatives, and maintain transparent communication about operational projects and their impact on stakeholders.

Industry Collaboration and Knowledge Sharing

• Actively engage with industry partners and associations to stay current on best practices, regulatory changes, and trends.

• Represent Texas811 at industry events to contribute insights, promote collaboration, and enhance Texas811’s brand in the field.

Technology and Innovation

• Work closely with Technology Services to leverage modern tools and technologies for increased efficiency and superior service delivery.

• Drive the adoption of technology solutions that support operational excellence and growth.

Continuous Improvement and Stakeholder Feedback

• Establish mechanisms for gathering and analyzing feedback from customers, employees, and stakeholders to inform decisions and improve Texas811 services.

Crisis and Contingency Planning

• Ensure all operational areas have comprehensive contingency plans for service continuity during disruptions.

• Regularly review and update crisis communication plans.

Competencies

• Strategic Leadership – Ability to drive operational vision and align departmental goals with organizational priorities.

• Financial Acumen – Proficient in P&L management, budget analysis, and financial decision-making.

• Results-Driven – Focused on achieving measurable outcomes through goal setting and proactive problem-solving.

• Analytical Insight – Skilled in using data and KPIs to identify trends, inform decisions, and drive continuous improvement.

• Leadership – Inspires and guides teams, fostering collaboration and accountability to achieve goals.

• Problem-Solving – Uses data and critical thinking to identify challenges, evaluate solutions, and drive improvements.
• Cross-Functional Collaboration – Ability to work collaboratively across departments and build consensus on shared goals.
• Change Management – Demonstrated ability to lead and adapt to structural and process changes with minimal disruption.

General Expectations

This position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.

Travel

This position requires the ability to conduct business travel as needed, which may include frequent travel outside the local area and overnight.

Work Environment

This job operates primarily in a professional office environment that is expected to be on-site with remote working options as determined by the Chief Operating Officer. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software.

Qualifications

Required Education and Experience

• Advanced contact center leadership with extensive and relevant expertise

• Proven success leading large contact center operations (175+ agents and support staff)

• Advanced experience with automation, workforce management tools, and working with information technology leadership

• Bachelor’s degree in business, operations management, or a related field

• Excellent oral and written communication skills

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for extended periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Apply Now

Publicado el nov 26, 2024

Classification

Exempt

Reports to

CEO

Summary/Objective

The Community Engagement and Safety Education Director will establish and manage a state-of-the-art training and education center dedicated to promoting safe excavation practices and preventing utility damage. This role combines project management, curriculum development, public outreach, and operational oversight to create impactful educational experiences for various audiences, including school-age children, industry professionals, and the general public.

Direct Reports

N/A

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Project Management & Facility Development

• Oversee the conversion of designated office space into a state-of-the-art training and education center focused on utility damage prevention and safe excavation practices.
• Collaborate with contractors and designers to incorporate training simulators, audio/visual equipment, visual displays, and features like see-through flooring to showcase underground utility layouts.
• Ensure the facility meets all safety and accessibility standards and supports immersive educational experiences for all age groups.

Program & Curriculum Development

• Design and implement a comprehensive curriculum that covers key aspects of 811 awareness, underground utility damage prevention, and safe excavation practice.
• Develop age-appropriate educational modules, with specific programs tailored for school-age children, teens, and adults, integrating hands-on activities and interactive simulations.
• Keep the curriculum updated with the latest industry standards, safety regulations, and best practices in utility safety and damage prevention.

Training & Education Delivery

• Conduct regular training sessions for various audiences, including industry professionals, construction workers, and the general public.
• Lead educational tours for school groups, highlighting 811 safety, underground utility awareness, and best practices for damage prevention.
• Coordinate with local schools, community organizations, and other stakeholders to schedule and promote educational tours and training events.

Public Outreach & Community Engagement

• Build and maintain relationships with local schools, community groups, and utility companies to promote 811 awareness and safe excavation practices.
• Represent the organization at community events, industry conferences, and other forums to raise awareness about utility safety and damage prevention.
• Develop outreach materials, such as brochures, social media posts, and videos, to educate the public on 811 services and safe digging practices.

Administration & Operational Oversight

• Manage the day-to-day operations of the training center, ensuring equipment, simulators, and displays are functional and well-maintained.
• Coordinate with marketing and public relations teams to effectively promote the center's educational offerings.
• Monitor and analyze program effectiveness, collecting feedback from participants to continuously improve training and outreach efforts.

Data Collection & Reporting

• Track and report on attendance, engagement levels, and training outcomes to measure the center's impact on public awareness and safety.
• Prepare regular reports and presentations on program metrics for senior management and stakeholders, identifying areas for improvement and expansion.

Budget & Resource Management

• Develop and manage the budget for the training center, including costs for facility enhancements, equipment maintenance, and educational materials.
• Identify and pursue funding opportunities, including grants and sponsorships, to support the expansion of educational programs and community outreach efforts.

Competencies

• Leadership and Influence: Ability to inspire and engage community stakeholders and maintain effective partnerships.
• Data-Driven Decision Making: Skilled in using metrics to inform strategies and program improvements.
• Organizational Skills: Demonstrated ability to manage multiple projects and ensure program effectiveness.
• Strategic Thinking: Forward-thinking approach in developing impactful educational programs and outreach initiatives.
• Communication Skills: Strong verbal and written skills, adept at engaging diverse audiences and conveying safety messages effectively.
• Collaboration: Ability to work closely with internal teams and external partners to achieve shared objectives.
• Systems Thinking: Capacity to understand and address complex program needs holistically.

Qualifications

Required Education and Experience

• 3-5 years management experience
• Bachelor’s degree in Education, Public Relations, Safety Management, or a related field (or equivalent experience).
• 3-5 years of experience in project management, community engagement, or educational program development.
• Strong analytical skills and proficiency in using data to drive decision-making.
• Demonstrated expertise in public outreach and community relations.

Travel

This position requires the ability to conduct business travel as needed; which may include frequent travel outside the local area and overnight.

Work Environment

This job operates primarily in a professional office environment that can be both on site and remote. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software.

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Publicado el oct 01, 2024

Apply Now

WE ARE NOW ACCEPTING APPLICATIONS.

Location: Telecommute (Work from Home), TX

Job Experience: 1 - 3 Years 

Pay Rate: $19.19/Hour

JOB DESCRIPTION

This is a telecommute/work-from-home position. The employee must provide:

1. A quiet work-from-home space
2. Reliable high-speed internet service that can be hard-wired via Ethernet cable

Summary/Objective

The Damage Prevention Agents input and process locate requests electronically and telephonically using the Texas811 data input systems. Agents communicate daily with customers and members, while providing the best service in damage prevention and public safety.

JOB REQUIREMENTS

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process locate requests electronically and telephonically
• Communicate with customers and members concerning locate requests
• Transfer members and customers to appropriate departments
• Make changes to or cancel tickets as requested by customers
• Answer all assigned calls within IO seconds
• Notify a DPS when having technical issues
• Handles all customer interactions in a professional manner
• Assist with Contact Center needs and other duties as assigned Presents themselves professionally

Competencies

• Ability to read and interpret paper and computer based maps
• Ability to calculate and convert measurements and distances
• Ability to interpret directions and instructions by phone, computer, or paper
• Excellent oral and written communication skills
• Excellent attendance and punctuality Basic computer and keyboarding skills
• Good grammar, voice, and diction
• Excellent customer service skills (friendly, courteous, and helpful)

Work Environment

• This job operates primarily in a professional office environment
• This role routinely uses standard office equipment such as computers, phones. photocopiers. filing cabinets and fax machines

Required Education and Experience

• 1-3 years of customer service experience with the general public
• Ability to speak, read, and write in English and Spanish fluently

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Apply Now

Publicado el oct 01, 2024

Apply Now

WE ARE NOW ACCEPTING APPLICATIONS.

Location: Telecommute (Work from Home)
Job Experience: 1 - 3 Years

Pay Rate: $18.37/Hour

JOB DESCRIPTION

This is a telecommute/work-from-home position. The employee must provide:

1. A quiet work-from-home space.

2. Reliable high-speed internet service that can be hard-wired via Ethernet cable.

Summary/Objective

The Damage Prevention Agents input and process locate requests electronically and telephonically using the Texas811 data input systems. Agents communicate daily with customers and members, while providing the best service in damage prevention and public safety.

JOB REQUIREMENTS

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Process locate requests electronically and telephonically
• Communicate with customers and members concerning locate requests
• Transfer members and customers to appropriate departments
• Make changes to or cancel tickets as requested by customers
• Answer all assigned calls within 10 seconds
• Notify a DPS when having technical issues
• Handles all customer interactions in a professional manner
• Assist with Contact Center needs and other duties as assigned
• Presents themselves professionally

Competencies

• Ability to read and interpret paper and computer-based maps
• Ability to calculate and convert measurements and distances
• Ability to interpret directions and instructions by phone, computer, or paper
• Excellent oral and written communication skills
• Excellent attendance and punctuality
• Basic computer and keyboarding skills
• Good grammar, voice, and diction
• Excellent customer service skills (friendly, courteous, and helpful)

Work Environment

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands/ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Apply Now