Senior Manager, Outreach Strategy and Operations

Description

The Senior Manager, Outreach Strategy and Operations supports the statewide development, implementation, and continuous improvement of outreach activities for the Deaf and Disabled Telecommunications Program (DDTP). The position translates outreach strategy and contractual priorities into scalable operating plans, performance-management practices, partnership initiatives, and process improvements that strengthen outreach effectiveness across California.

Working closely with the Outreach Director, Outreach Manager, Regional Outreach Managers, Project Manager, Marketing, and other program teams, the Senior Manager provides senior-level leadership for outreach performance, strategic partnership development, operational planning, and organizational improvement.

• •Lead the development and implementation of operational plans that translate statewide outreach strategy, contract requirements, and program priorities into measurable activities across regions.
• •Develop recommendations for quarterly and annual outreach priorities using outreach performance data, partner activity, lead progression, regional needs, campaign opportunities, and program goals.
• •Monitor statewide outreach performance and identify trends, barriers, geographic gaps, partner-development opportunities, and areas requiring additional management attention.
• •Lead selected statewide or multi-regional partnership initiatives, coordinating internally with Outreach, Marketing, Field Operations, and other program functions as appropriate.
• •Support the preparation of outreach reports, presentations, and recommendations for the Outreach Director, Head of Marketing and Outreach, program leadership, CPUC, and other stakeholders.
• •Establish mechanisms for assessing the effectiveness and quality of outreach activities, including analysis of stakeholder feedback, outreach outcomes, employee observations, and program performance data.
• •Provide senior-level coaching and leadership development to outreach managers and staff, reinforcing consistent expectations for professionalism, partnership management, performance, and service to California Connect customers.
• •Supervise the outreach manager and provide guidance related to performance expectations, professional development, workload, and achievement of program objectives.

Requirements

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• •Strong knowledge of community outreach, stakeholder engagement, partnership development, and geographically dispersed outreach programs.
• •Demonstrated ability to translate organizational or contractual objectives into practical operating plans and measurable activities.
• •Experience evaluating program performance and using quantitative and qualitative information to identify problems, recommend improvements, and measure results.
• •Ability to build and maintain credible working relationships with community-based organizations, clients, senior leaders, program partners, and internal stakeholders.
• •Strong management and leadership skills, including experience supervising managers or large teams, developing employees, managing performance, and supporting organizational change.
• •Ability to communicate complex program information clearly to executive-level and external audiences.
• •Strong judgment in identifying issues that require escalation because of contractual, budgetary, compliance, personnel, or program implications.
• •Experience developing policies, procedures, performance standards, training materials, or other systems supporting consistent operations.
• •Knowledge of services and accessibility considerations affecting people who are Deaf, hard of hearing, DeafBlind, speech-disabled, or otherwise have disabilities affecting access to telecommunications is preferred.
• •Ability to work effectively across functional areas including outreach, marketing, operations, data/reporting, and program administration.

Qualifications

• •A minimum of three (3) years of experience within the past ten (10) years being directly responsible for community outreach activities.
• •A minimum of five (5) years of experience within the past ten (10) years supervising teams of 20 or more people on operations involving large, geographically dispersed programs.
• •A minimum of five (5) years of experience within the past ten (10) years building and maintaining strong working relationships with clients and key internal and external stakeholders, communicating relevant information to executive-level audiences, maintaining stakeholder awareness of program or service status, and fostering credible business-partner relationships.
• •Experience mobilizing and managing a geographically dispersed, public-facing outreach workforce.
• •Demonstrated experience developing and implementing outreach strategies, operational plans, performance-improvement initiatives, or large-scale community engagement programs.
• •Extensive experience in providing personalized support to individuals with disabilities, assessing their needs, and recommending appropriate solutions (Preferred)
• •Ability to communicate effectively using American Sign Language (Preferred)