Homeless Services, Request and Operations Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Lead a team of technical support specialists to provide cross-functional assistance for HMIS application issues and inquiries from end-users.

• Guarantee precise and prompt first- and second-level customer support for around 8,000 HMIS end users.

• Create and implement multi-channel ticketing systems for HMIS end users, agency administrators, and partners.

• Convert complex technical requirements into easily understandable language.

• Evaluate HMIS workflows and suggest technology-driven enhancements via automation, improved user interfaces, and better training.

• Track ticket volume, escalations, customer satisfaction, resolution times, and other performance metrics.

• Act as the escalation point for high-priority customer issues and critical incidents.

• Maintain communication plans with customers during significant system events or service disruptions.

• Supervise customer satisfaction initiatives and efforts for service recovery.

• Oversee the professional development of the team, set performance expectations, establish goals, ensure quality assurance, manage schedules, balance workloads, plan coverage, and allocate resources.

• Analyze technical support performance metrics and present insights to HMIS and CoC leadership.

• Identify opportunities to enhance operational efficiency and decrease support costs.

• Collaborate with Implementation and Customer Success teams on onboarding processes and customer adoption strategies.

• Serve as a liaison between CoC HMIS and data leadership, HMIS vendors, training teams, and both internal and external partners.

⛳️ Requirements

• Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related area; equivalent experience may be accepted.

• At least 5 years of experience working with HMIS and homeless services data systems.

• Comprehensive understanding of HMIS software requirements, software workflows, and frameworks for process improvement.

• Demonstrated ability to manage professional teams and achieve operational or technical results in uncertain situations.

• Experience overseeing customer-facing support operations.

• Exceptional communication skills, experience in coaching and capacity building, and strong leadership capabilities.

• Familiarity with HMIS governance, policy, and administration.

• Preferred: capability to implement long-term strategies through short-term operational and tactical actions using measurable work plans, task assignments, and contracts/subcontracts.

• Preferred: experience in implementing technical operations and performance metrics for support centers, tracking goal achievement, and applying workforce management practices.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

• Confidential accommodation assistance available.

• Benefits offerings as referenced under the Transparency in (Benefits) Coverage Act.