Communication Service for the Deaf (CSD)

Business Intelligence Developer

• The AI Business Intelligence Developer designs, builds, and supports modern business intelligence and AI-powered automation solutions.
• Develop dashboards, semantic data models, AI agents, and workflow automations.
• Design, develop, and deploy AI agents and automations that enhance operational efficiency.
• Ensure reporting and AI solutions comply with organizational security and governance standards.
• Collaborate with business leaders to identify reporting improvements.

AI Business Intelligence Developer

Business Development Rep

• The Director of Business Development is the leader responsible for driving revenue growth, client acquisition, partnership development, and market expansion across CSD Access.
• This role provides strategic and operational leadership of the Business Development function, overseeing the full sales lifecycle, from prospecting and outreach through proposal, negotiation, and close to support both CSD Access Direct (Direct Video Calling) and CSD Access Services (Interpreting & Captioning).
• Reporting directly to the Division President, the Director translates organizational growth strategy into actionable sales plans, manages the BD team's day-to-day execution, and ensures the pipeline is healthy, accountable, and consistently advancing.
• The Director serves as a key contributor to CSD Access's market positioning and is responsible for building and maintaining high-value client and partner relationships across corporate, healthcare, government, education, and nonprofit sectors.

Director of Business Development, CSD Access

• Identify and develop regional and national business opportunities across DeafHealth’s flagship healthcare navigation and benefits enrollment services, as well as its portfolio of health education, training, and research offerings.
• Own the DeafHealth partner pipeline end-to-end – prospecting, qualifying, proposing, negotiating, and finalizing – including preparing presentations and proposals that represent the full range of DeafHealth services.
• Support revenue forecasting and partner-facing pipeline intelligence to inform partnership strategy and readiness.
• Drive execution toward signed MOUs, service-level agreements, and multi-year contracts with institutional partners, contributing to DeafHealth's growth and sustainability goals.
• Build and cultivate long-term relationships with institutional partners, articulating DeafHealth's service model, capabilities, and compliance to address complex organizational needs.
• Lead and coordinate proposal, RFP, and application responses, ensuring submissions are accurate, compliant, and compelling.
• Support existing partner relationships through responsive follow-up, sharing relevant updates, and identifying opportunities for new services or expanded scope.
• Leverage professional and community networks to surface opportunities, partnerships, and market insights that support DeafHealth's growth.
• Monitor industry developments and market trends to anticipate opportunities and time outreach effectively.
• Represent DeafHealth at industry, community, and partner-focused events to build awareness, generate new connections, and support new partnership opportunities.
• Maintain accurate and timely documentation of pipeline activity to support tracking, planning, and reporting.
• Coordinate closely with other divisions on shared institutional relationships and joint pursuits.
• Perform other duties as assigned.

Business Development Manager, DeafHealth

Business Operations

• Plays a strategic role in expanding and managing partnerships, driving revenue growth, and ensuring long-term client satisfaction.
• Focuses on identifying and cultivating new business opportunities, managing key accounts, and aligning client needs.
• Supports the development and execution of new initiatives, managing high-value relationships.

Business Development Operations Manager

Compliance

• Responsible for strategic leadership and direct supervision of the Compliance Department
• Provides compliance insight and advice to all internal CSD operational units
• Develops and oversees a compliance and ethics program
• Manages CSD Ethics Hotline and compliance management system
• Leads internal auditing function and ensures adherence to policies

Director of Compliance

Program Coordinator

• Facilitate workshops and engagement sessions for youth and families on transition planning, self-advocacy, and resource navigation.
• Collaborate with schools, Vocational Rehabilitation, and community partners to increase youth employment and training opportunities.
• Support youth in both rural and urban areas in accessing educational, social, and career development services.
• Coordinate parent support groups and training sessions to strengthen family leadership and community capacity.
• Maintain accurate program records, track participant outcomes, and prepare regional service and progress reports.
• Assist the Program Manager in monitoring program budgets to ensure activities and expenses align with approved goals and funding requirements.
• Track expenditures, submit invoices or reimbursement requests, and maintain accurate financial documentation for program-related activities.
• Identify resource needs (e.g., materials, accessibility supports, transportation assistance) and coordinate procurement within budget guidelines.
• Support implementation of accessibility initiatives such as language services, transportation assistance, or technology-based support for youth and families.
• Support onboarding and orientation of mentors, volunteers, and instructors involved in youth and family programming.
• Collect and maintain accurate records of youth and family participation, attendance, and engagement data across all activities.
• Collaborate with schools, community organizations, and service partners to strengthen youth and family engagement efforts.
• Assist in maintaining program outreach materials, flyers, and digital content to ensure consistent and accessible messaging.
• Maintain required certifications and trainings (e.g., FERPA, HIPAA, Mandated Reporter) as directed by the Program Manager.

Youth Program Coordinator

Manager

• Oversee evaluations of equipment, services, or programs for public sector entities for improvement and modernization
• Manage staff assigned to perform testing and assessment of products, equipment, services, or programs
• Ensure accessibility compliance and usability, including conformance with WCAG 2.1 guidelines and Section 508 standards
• Oversee manual usability testing, engaging participants skilled in assistive technologies
• Lead and coordinate accessibility testing efforts and integrate accessibility into testing strategies
• Contract and manage strong working relationships with clients and key stakeholders
• Supervise testers by coaching, setting expectations, and building aligned goals
• Communicate and explain new directives, policies, or procedures to testers
• Project a positive image of the organization
• Serve as the main point of contact for internal and external partners contributing to testing and evaluation
• Provide reporting on testing activities, accessibility findings, statistics, and quality assurance data
• Use IT tools including Microsoft Office 365, SharePoint, Zoom, Slack, and various LMS platforms

Testing Manager

Program Manager

• Responsible for the execution and overall management of the Field Operations Team
• Responsible for managing staff assigned to perform the duties under CA Connect, including hiring, training, and supervision
• Engage with the CPUC Management Team on a day-to-day basis or as needed to ensure the project receives the required commitment and support
• Proactively collaborate and coordinate with other DDTP Vendors, Community and Service Partners
• Communicate and report on project progress, risks, and issues on an ongoing basis
• Support the Division President by acting as a liaison, as needed
• Ensure all requirements are fulfilled including performance and Service Level Agreements (SLAs)
• Provide reporting and communications to CPUC Management, Advisory Committee, Vendor Partners, and other stakeholders
• Work cooperatively with the Division President to resolve escalated issues
• Oversees key components, staffing and budgets of California Connect programs and community-driven campaigns
• Builds a collaborative spirit within the CSD team and partner organizations
• Develops program goals, including effective and efficient methods to track, evaluate and meet funding and stakeholder requirements
• Represents the company by serving as an ambassador of the organization.

Field Operations Program Director

Operations

• Oversee all field operations services and report out on progress, issues, and areas for improvement
• Manage supervisors of staff assigned to perform the field operations activities, including in-person and virtual support, customer assessment, delivery and setup of equipment, troubleshooting, training, and return processing
• Provide coaching, training, and support for the supervision team to effectively supervise over 45 staff in locations throughout California.
• Coordinate and plan logistics for community engagement events at Service Centers involving resources within and outside of regional locations.
• Support the Administrative and Operations Director in contracting and managing Service Providers
• Meet all Field Operations requirements, including performance and Service Level Agreements (SLAs)
• Enter, track, and report on all Field Operations activity through a customer and inventory tracking system
• Develop and deploy all strategic and tactical plans that apply to the performance of California Connect services, serving as a subject matter expert and brand ambassador
• Lead coordination and integration of efforts among operations, workforce management, customer experience and training, and technology divisions to produce smoother workflow and more cost-effective business processes
• Forecast potential challenges and opportunities using current and projected data to make business decisions supporting the growth and scaling of business operations to improve program functionality
• Consult with the Field Operations Program Director to optimize workforce management efficiencies, ensuring California Connect services are staffed to meet client agreements
• Coordinate with internal stakeholders to train and equip staff with the tools and skills necessary to deliver top-of-the-line service to California Connect customers
• Communicate new directives, policies, or procedures to supervisors and managers
• Oversee departmental revenue goals: With the Field Operations Program Director, manage expenses to stay within operating budgetary allowances, and review monthly financial results to ensure they accurately reflect the current performance output
• Provide ad-hoc support to the Field Operations Program Director, Division Vice-President and President through regular communication and support of extemporaneous assignments on an as-needed basis
• Coordinate with People and Culture and managers to foster a positive and engaging culture for California Connect employees
• Collaborate with other departments to plan launches, events, marketing, and other projects as needed
• Other duties as assigned.

Field Operations Director

• In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce.
• The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service.
• The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission.
• Ensures that superior service quality is delivered to all customers and trained on all customer support lines.
• Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages.
• Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success.
• Maintain and encourage a positive remote work environment.
• Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance.
• Promotes good attendance while projecting a professional image.
• Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys.
• Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority.
• Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors.
• Provides administrative support.
• Ensure compliance with company policies and regulations.
• Other duties as assigned.

CSD Access Direct Operations Supervisor

Call Center Representative

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network.
• Excellent communication skills
• Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer

Call Center Representative, Communication Assistant

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network
• Demonstrates excellent communication skills and ability to speak clearly
• Reads text aloud from a computer and listens to spoken word to transcribe to text
• Learns and understands complex computer communication software, shortcuts, and command functions
• Works in a fast-paced environment and adapts to schedules influenced by call volume fluctuations