Job Purpose: The Associate Director of Quality. Systems & Customer Experience promotes optimal iLIFE services through the oversite and direction of continuous quality improvement, optimal system performance, business process compliance, and customer experience. The Associate Director reviews, analyzes, and evaluates overall compliance, quality, and business/systems process performance, making recommendations for resolutions or improvements.  The Associate Director engages with cross-functional teams to promote high quality services and ensure compliance with State and Federal rules and regulations, contract requirements, and agency policies and procedures.

Essential Job Functions:
(Reasonable Accommodations may be made to enable individuals with disabilities to perform these essential functions.)
•    Ensures iLIFE achieves strategic priorities by promoting principles and practices that improve quality, build customer and stakeholder trust, and improve operational/system performance. 
•    Provides advice and guidance regarding the application of National and State rules and regulations; advise on changes to program policies, procedures and controls; and review of internal and external reporting processes and practices. 
•    Ensures operational compliance with iLIFE contracts, federal, state, local and other applicable rules, and regulations in payroll and tax processing and wage payment. 
•    Leads the development and management of performance metrics design and collection
•    Identifies potential areas of performance or compliance vulnerability and risk; partner with managers and leaders to develop and direct corrective action and performance improvement plans to mitigate impact, avoid future occurrences, and promote optimal operations. 
•    Manages or directly provides reports on a regular and ad hoc basis, and keeps leadership informed of the operational team performance, quality measurements and improvement efforts. 
•    Manages and oversees policy and procedure development, tracking and creation (if needed) for iLIFE operational teams. Provide insight and input for policy and procedure revision and development.
•    Participates in and leads internal audits, funder audits, and regulatory oversite audits.
•    Supports the iLIFE Director with RFP responses, projects, and overall effectiveness of iLIFE operations.
•    Leads and monitors customer feedback processes and conduct analysis on trends regarding compliance, regulatory activity, and best practices. 
•    Leads and monitors systems and business optimization functions including preparation for new initiatives, regulations, markets, funders, and populations. 
•    Leads and monitors system updates and integrations to ensure smooth transitions and minimal operations interruptions.
•    Supports the budgeting process for departments of responsibility and advise on quality and systems budget impact 
•    Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing networks; and participating in professional societies.
•    Contributes to team efforts by supporting department and agency initiatives as needed.
•    Performs special assignments and or projects as assigned.

Supervisory Responsibilities:

•    Performs human resources responsibilities for employees which includes onboarding, training, coaching on performance, completes performance reviews and overall employee morale. Recommends hiring, terminations, compensation changes, promotions, corrective action decisions and terminations. Reviews and approves the accurate report of time.
•    Responsible for ensuring that personal actions, and actions of employees supervised, comply with the policies, regulations, and laws applicable to the program funders, contracts, and CFI business.
•    Creates a positive work environment where all team members are motivated to do their best by setting clear, meaningful, challenging, and attainable group goals and expectations that are aligned with those of the organization.