Under the general direction of the Learning & Development Operations Manager, the Development Operations Supervisor is responsible for managing and improving the Academy Service Provider Experience across its full lifecycle, from recruitment and onboarding to schedule management, engagement, development, and exit. This position leads centralized process improvements and ensures alignment with the Academy System of Practice. This role supervises staff supporting service providers, provides training, evaluation, and coaching, and creates a sense of community for our service providers as they are an extension of Academy staff. This position drives continuous quality improvement through data analysis and evaluation, supports operational systems and documentation protocols, and collaborates with internal teams to enhance workflows and technology platforms. 

SPECIFIC DUTIES

This is a 40-hour-a-week, full-time position, working M-F from 8:00 to 4:30 p.m., based on contract funding subject to annual renewal. The position is subject to intermittent overnight travel and work shifts outside normal business hours, including weekends and evenings. This is a hybrid position, requires you to live in California and has the flexibility to be fully remote, or hybrid through the use of hoteling office space (Academy Riverside or San Diego office locations).

Note: some duties may include working with and/or exposure to sensitive/traumatic topics or material dealing with child abuse, abuse against older adults and adults with disabilities, and/or issues and scenarios related to mental health, substance use, or racism.

The Academy is a project of the San Diego State University Research Foundation, which is grant-funded and serves as an auxiliary to the University. The Academy is based near, but not on campus, and does not have direct responsibilities for working with or teaching college students.

The Academy is currently going through a reclassification process. If this position’s classification changes during this process, it would not change the role, responsibilities, or compensation of the position.

The Academy is in the process of centralizing key functions related to content/curriculum processes and service provider management. An organizational needs assessment will inform a strategic plan to centralize and create standards across divisions/programs. The Workforce Management and Development team will likely experience shifts in processes and workflows as they transition from supporting one program to the full agency. The overall scope of the role and responsibilities of this position should not change. 

OPERATIONAL OVERSIGHT OF THE ACADEMY SERVICE PROVIDER EXPERIENCE (25%)

• Lead and drive centralized process improvements to the Academy Service Provider Experience (lifecycle), with a strong focus on maintaining fidelity to the System of Practice. 
• Oversee rolling recruitment, hiring, and onboarding of service providers by collaborating with the Development Operations Coordinator and Technical Administrative Coordinator to maintain effective practices that support inclusive hiring and create fair and equitable promotion strategies.
• Develop and strengthen healthy relationships with service providers (SPs), engage them as Academy staff, and nurture a sense of community within our SP pool. 
• Serve as the primary point of contact for support, questions, and issues related to service provider experiences, managing relationships and feedback from internal partners and service providers; ensure the L&D Ops Manager is informed/involved as appropriate.
• Guide the service provider exit process to ensure consistency and compliance with requirements for transition. 
• Partner with key teams including but not limited to DEI/Org Culture, Contracts/Fiscal, Evaluation, and Systems to establish and maintain standardized processes and systems; review, evaluate, and adjust processes with an equity lens. 
• Coordinate and manage WMD project scopes and provider contracts in collaboration with Contracts/Fiscal to ensure deliverable timeframes and adherence to budgetary parameters.

• Create and maintain the policies and procedures for the Academy Service Provider Experience which includes supporting the Development Operations Coordinator and Technical Administrative Coordinator with policies under their oversight. 

LEADERSHIP AND SUPERVISION (20%)

• Recruit, hire, train, evaluate, retain, and supervise staff supporting service providers.
• Personnel management for up to 4 direct reports, including regular supervision, regular and timely performance evaluations, and provision of strengths-based supervision and support. Work with the L&D Ops Manager, Director of Culture, Learning & Development, and Brand Strategy, Senior Director of Strategy, Development, and Organizational Advancement, Academy Executive Director, and HR to address performance issues if needed.
• Develop and track individual development goals for direct reports.
• Establish and monitor progress toward program goals, priorities, and major work projects.
• Inform staffing requirements (positions and duties) and resource needs.
• Participate in strategic planning and team development activities with other supervisors and the L&D Ops Manager for the WMD unit. 
• Actively engage in individual skill development as a leader, model behavior, and demonstrate personal accountability aligned with the Academy System of Practice. 

DEVELOPMENT AND CAPACITY BUILDING (20%)

• Identify, develop, and facilitate learning experiences for service providers to enhance skill development including but not limited to coaching, instructor-led training, and creation of practice tools. 
• Conduct evaluations and observations, as needed, and provide feedback and coaching to service providers in real-time to support their development; this may include performance management. 
• Conceptualize, coordinate, and host development and/or networking events for service providers to meet needs identified through assessment and evaluation processes, including contract-required events. 

• Develop and share tools, resources, and training materials to help Academy staff understand the Academy Service Provider Experience, key policies for centralized processes, and their role in ensuring service providers are part of our community. 

ASSESSMENT, EVALUATION, AND QUALITY IMPROVEMENT (20%)

• Drive continuous quality improvement (CQI) of annual service provider needs assessments and evaluation processes including designing/redesigning needs assessment and evaluation tools to align with the Academy System of Practice. 
• Analyze data from service provider needs assessments, end-of-day training surveys, observations, feedback from internal/external partners, and evaluations to inform development and/or networking needs and opportunities for our service providers.  
• Create and utilize shared, efficient documentation protocols to track time requirements and ongoing engagement with service providers using available technology/software. 
• Remain aware of contract deliverables/requirements, amendments, and state/county initiatives as they relate to expectations for service providers and ensure requirements are built into plans for service provider engagement.
• Optimize and maintain project management and tracking systems, using available software solutions (Access Planit, Zoho, Trello), and provide regular operational reports/updates to the L&D Ops Manager and WMD Team as appropriate. 
• Collaborate with key teams and staff to identify, acquire, implement, and maintain technology platforms to enhance operational workflows and how we engage our service providers. 
• Track trainer requirements and notification, scheduling, and compensation for development opportunities and serve as the liaison with the Academy’s Fiscal/Contracts team to manage trainer requirements and development opportunities.

PROGRAM AND DIVISION SUPPORT (10%)

• Work collaboratively with division and program teams to advance organizational goals.
• Attend regularly scheduled meetings across teams (e.g., LMS, Contracts/Fiscal, Evaluation).
• Attend Academy and statewide committee meetings as assigned (travel may be required).

OTHER DUTIES AS ASSIGNED (5%) 

• Perform other duties as assigned which are in the best interests of the Academy for Professional Excellence.
• Travel to off-site locations for Academy and Program meetings (primarily in Riverside and San Diego).

 KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated proficiency in project management skills, including planning and executing technical, relational, operational project activities with cross-functional teams.
• In-depth understanding of culturally responsive and recovery-oriented practices.
• Demonstrated ability to integrate practice into operational strategies.
• Advanced interpersonal communication skills (verbal, written, and visual design) that are responsive to diverse engagement styles.
• Ability to demonstrate a high level of cultural responsiveness, to include listening skills and high EQ.
• Knowledge of employee lifecycle management, including recruitment, onboarding, engagement, and exit processes.
• Familiarity with adult learning principles, curriculum development, and coaching methodologies.
• Strong leadership and supervision skills, including performance management and staff development.
• Strong proficiency in assessments, data analysis, evaluation, and reporting.
• Strong ability to liaise between teams across divisions and programs, service providers, and partners.
• Strong ability to use technology/software platforms (e.g., Access PlanIt, Zoho solutions).
• Skilled at tracking and following up to ensure processes are implemented and maintained. 
• Strong ability to define, develop, and implement policies and procedures.
• Strong ability to plan, coordinate, and initiate actions necessary to implement group decision, strong leadership, and organization/administrative skills.
• Ability to assess problems, identify solutions, and engage in collaborative problem-solving in nuanced, cross-functional settings.
• Strong ability to prioritize competing requests and handle interruptions well.
• Strong ability to lead a team through new and changing situations.
• Strong ability to create and deliver high-level communication assets that translate complex information into digestible, easy-to-follow information.
• Proven ability to effectively handle interpersonal interactions at all levels of the organization.
• Proven ability to interact effectively with staff, service providers, partners, and potential customers.
• Ability to work independently with minimal guidance.
• Ability to understand and follow posted work rules and procedures.
• Ability to display good judgment and critical thinking skills.