Role Overview

ID.me is seeking a Site Director to manage the ongoing operations of our McLean Headquarters for our Member Support organization. This role will be responsible for overseeing all operations along with ongoing support, and being a culture ambassador for the office as a whole.

If you have a strong operational background, a drive to join a fast paced environment, and a passion for culture and people, this would be an excellent opportunity for you.

Responsibilities

• Manage the day-to-day operational functions related to running a site including site closures, organizational adjustments, parking changes, onsite visits from executives etc.
• Provide executive oversight and leadership to Managers responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies while ensuring productivity goals for the team are clearly understood, monitored, and achieved
• Oversee and lead the call center and operational teams driving service, performance management, quality assurance, training, and workforce planning
• Ensure KPIs and goals are in place, which are reflective of and measure our strategic, competitive, and regulatory position with ongoing measurement, reporting, and root cause analysis
• Manage high-impact programs and projects involving the implementation and ongoing improvement of processes, policies and systems
• Work closely with the SVP of Member Support while partnering with additional stakeholders on strategies, tactics, and initiatives to increase operational efficiency and drive morale
• Be a culture ambassador for ID.me by upholding and promoting adherence to the company s mission and values
• Develop and encourage a spirit of cooperation, teamwork and accountability among all department employees
• Other duties as assigned

Qualifications

Must be able to be on site at the McLean location 5 days a week (Remote work available on a periodic basis pending approval)

• Must have a Bachelor s Degree or equivalent experience
• At least 5 years of experience in an operational leadership position managing KPIs and driving performance
• Willingness to roll up your sleeves, solve every problem, learn, and get the job done
• Passion for people, and for cultivating and maintaining culture
• Experience in working, initiating and maintaining highly effective teams through coaching and development
• Experience building out and implementing operational strategies
• Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
• Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization
• Strong written, verbal and problem solving skills
• Ability to ramp up quickly in a fast paced environment
• Adaptable, flexible, and able to lead/manage the organization through change

Preferred Qualifications

• Excels in environments that balance strategic leadership with boots-on-the-ground familiarity with the front-line employee experience
• History of driving stakeholder alignment on a common vision and execution plan
• Strong technology background in call center operations with demonstrated experience in workforce planning
• Strong ability to influence and build relationships across multiple business disciplines