Field Operations Director

Communication Service for the Deaf (CSD)

Field Operations Director overseeing California Connect communication services across the state. Leading a team to provide accessible communication for Californians with disabilities.

Posted 6/16/2026full-timeCalifornia • 🇺🇸 United StatesLead💰 $80,000 - $90,000 per yearWebsite

Tech Stack

Tools & technologies

ERPOracle

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree in business or related field from an accredited college or university; or equivalent professional experience
A minimum of three (3) years of experience within the past ten (10) years, working on a large Statewide program with delivery throughout the state.
A minimum of five (5) years of experience in a Field Operations position within the past (10) years being directly responsible for all field operations activities.
A minimum of five (5) years of experience within the past ten (10) years, supervising teams of 25 people or greater on projects that involved Statewide programs.
A minimum of three (3) years of experience within the past ten (10) years working with an Enterprise Resource Planning (ERP) system (e.g., Oracle NetSuite, Microsoft Dynamics, Salesforce, etc.)
Ability to work flexible hours, including some nights and weekends
Experience leading a highly efficient operational or customer service team
Ability to communicate effectively using American Sign Language (Preferred)

Benefits

Comp & perks

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Hard Skills & Tools

field operationscustomer assessmentequipment troubleshootingtraininglogistics coordinationperformance managementdata analysisworkforce managementbudget managementAmerican Sign Language

Soft Skills

coachingcommunicationleadershipteam supervisionproblem-solvingcollaborationorganizational skillsflexibilitycustomer servicecultural engagement

Certifications

Bachelor’s degree in business or related field