District Manager - South Central East Region

UniqueSource is searching for a new team member to join our organization!

Overview The District Manager is primarily responsible for providing support to the Photo License Centers throughout an assigned territory. This includes ensuring proper staffing as outlined and fulfilled by our members, auditing the performance of the Photo License Centers and submitting the findings to the Commonwealth of Pennsylvania (CWOPA), and making recommendations for program improvements to meet or exceed the expectations in our multi-year contract.

Territory The South Central East Region surrounds Lancaster East, Lancaster Regency, Lancaster Brimmers, York Queen, York Runkles, York Stewartson, Chester Oxford, and Adams Gettysburg.

Essential Responsibilities and Duties

• Understands and promotes the CWOPA and PennDOT’s agenda with regard to providing outstanding customer service at Photo License Centers.
• Oversees the day-to-day and real time operations of approximately 5-12 sites, across District geography.
• Oversees the quality and service-levels of between 40-65 PID subcontracted workers according to PID program contract requirements.
• Coordinate with CWOPA and PENNDOT resources as first-line of support to manage site issues.
• Address and resolve escalated site and/or customer service issues as needed.
• Conduct weekly audits of the following including but not limited to highly sensitive regulated material inventories, customer confirmation documentation, reconcilement of physical inventory and system report discrepancies, and physical controls such as safe access and restricted area access.
• Provide technical support for PID subcontractors as needed.
• Conduct skills assessments of PID subcontractor candidates for open positions.
• Conduct training for new PID subcontractor candidates joining the program.
• Conduct periodic assessments of PID subcontractor staff members.
• Review and address monthly reports including but not limited to staffing status reports, subcontractor attrition reports, incident reports, contract compliance reports, and site efficiency reports.
• Report issues with site performance immediately to UniqueSource management and/or address directly with subcontracted member organizations.
• Conduct site visits in accordance with contract and performance requirements.
• Participate in special projects that support contract compliance, process improvement and/or change management.
• Provide as a backup for peer District Managers or Regional Managers as needed.
• Communicate and coordinate with UniqueSource Facilities to report physical facility matters.
• Enforce policies and procedures across assigned territory.
• Maintain regular communication with subcontracted member representatives to provide important information and updates.
• Maintain thorough knowledge of Photo License Center equipment operations and inventory control procedures to properly train PID subcontractor staff members.
• Attend and contribute to CWOPA and PENNDOT cross functional and cross organizational meetings on matters including but not limited to change management, project execution, process improvement initiatives and new implementations.
• Continually communicate with the member organization, PennDOT, and UniqueSource internal team on process challenges, recommendations for improvements, and on-going performance concerns.
• Ensure timely entry of HR, time keeping, and expense reporting.
• Travel across the Commonwealth of Pennsylvania as required.

Required Education and Experience

• High school diploma or equivalent.
• Minimum 3 years of providing customer support or managing a customer support team.
• Must have a valid driver’s license and clean driving record.

Preferred Education and Experience

• Associate degree strongly preferred in social services, public service, business administration, training, or a related degree program.
• Experience training or supporting professionals with disabilities.
• Experience supporting a regional customer territory.
• Experience working with state or federal offices.

Additional Knowledge, Skills and Abilities

• In-depth knowledge of principles, procedures, and best practices in managing customer support teams and operations.
• Strong business acumen with a broad understanding of fundamental business and management principles.
• Ability to understand and evaluate the duties of PID subcontractor staff members.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to implement strategies and drive process improvement.
• Ability to independen