Data and Operations Manager

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

The Office of the Independent Ombudsman (OIO) for State Supported Living Centers (SSLCs) is an independent state agency, administratively attached to the Texas Health and Human Services Commission (HHSC).  The OIO is comprised of a dedicated team of professionals who are passionate about the OIO’s mission to serve as an independent and confidential resource that advocates for SSLC residents’ rights, dignity, and respect.  Our vision is that OIO’s advocacy enables SSLC residents to lead safe, meaningful, self-determined lives.

Although independent from HHSC, OIO staff are offered the same insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS).  Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, opportunities for career advancement and more.  Review our Top 10 Tips for Success when Applying to State of Texas Jobs.

Brief Job Description:

The Data and Operations Manager (DOM) reports to and works under the direction of the Deputy Independent Ombudsman (DIO) for State Supported Living Centers (SSLCs) and supervises two Project Specialists.  The DOM performs highly advanced and supervisory (senior-level) program management, data oversight, quality assurance, and organizational development work.  The DOM manages the implementation of the OIO’s legislatively mandated audit (Program Review), manages completion of legislative reports, and performs oversight of data analysis and quality assurance.  The DOM will also serve a critical role in providing infrastructure support to the office by managing databases, creating training documentation, and identifying opportunities to streamline and improve business processes and outcomes.  This position requires critical thinking, problem-solving skills, and managing multiple competing priorities and deadlines.  The DOM works under limited supervision with considerable latitude for initiative and independent judgment. 

Human Resources (15%)

• Responsible for conducting human resources activities, including recruitment, hiring, onboarding, retention, and staff development. 
• Evaluate, recommend, and establish Project Specialist performance measures, communicate expectations and deadlines, and complete annual performance evaluations.
• Secure new and existing employees’ adequate IT equipment and user access; resolve, escalate, or refer technical or end-user issues. 
• Provide ongoing feedback to Project Specialists on job performance, identify areas for growth, and implement appropriate training.
• Track, reconcile, and approve employees’ time off and schedules in CAPPS.
• Review and appropriately approve travel authorizations and travel claims.
• Effectively supervise and proactively manage the work of two Project Specialists.

Program Management (25%)

• Manage the legislative Program Review process, practices, and procedures, including managing program staff, audit data, and reports.
• Use Microsoft Project or a similar tool to schedule, plan, and actively manage Program Review duties, tasks, activities, requirements, timelines, and responsibilities.
• Oversee completion of program staff’s deliverables by established deadlines, develop mitigation plans, conduct long-term planning, and proactively communicate obstacles with DIO.
• Ensure project specialists complete the required monitoring and follow-up of audit activity completed by field staff within established deadlines.
• Conduct ongoing evaluation of Program Review practices, reporting metrics, tools, and recommend and implement improvements.

Legislative Reports (20%)

• Direct, lead, and coordinate the execution of legislative reports, including a Biennial Report published each legislative year, Biannual Reports, and other special reports or legislative requests. 
• Review and edit legislative reports, ensuring plain, person-first language is used and content is understandable to external readers who may not be knowledgeable about SSLCs or the OIO.
• Perform and oversee data analyses completed by Project Specialists and provide data-driven recommendations to the Independent Ombudsman for legislative reports.
• Ensures legislative report development, editing, publishing, and distribution are completed by established deadlines.

Data Management & Quality Assurance (20%)

• Responsible for data oversight and management, including data collection processes, metrics, accurate calculations, thorough data analysis, quality assurance, and meeting established deadlines.
• Manage and oversee Salesforce database application, review/approve modifications, troubleshoot escalated end-user or Administrator issues, validate that modifications are implemented and accurate, monitor tickets/change requests, and facilitate a weekly Salesforce status/deliverables meeting. 
• Ensure quality assurance of Microsoft Power BI functionality and data, develop and conduct regular raw data audits, and facilitate sprint status/deliverables meetings with IT and program staff, as needed.
• Evaluates quality assurance procedures and may lead workgroups to improve methodology, data outcomes, efficacy, and recommend and implement changes.

Organizational Development (20%)

• Develop and maintain a new SharePoint site of an OIO training library, including creating detailed written process documents, video instructions, guides, templates, checklists, and other resources to ensure staff consistency with program and operations standards.
• Identify OIO operational, policy, procedural, IT, and other systemic agency-wide problems or areas of concern, contributing factors, causes, and recommend and implement improvement measures.
• Lead change management initiatives, identify areas in need of improvement, and develop and implement effective change strategies.
• Review and evaluate new or improved business practices, and recommend changes to existing operational program policies, procedures, goals, and objectives.
• Generate a weekly agenda for central office meetings and ensure minutes taken by the Admin Assistant account for deliverables discussed.
• Communicate program staff training needs to DIO and may collaborate or conduct training sessions for OIO staff at biannual conferences.
• Direct, plan, and coordinate organizational research-based projects and special assignments.

Knowledge, Skills, and Abilities

Ability to identify, anticipate, mitigate, and solve complex problems and implement solutions.

Ability to plan, organize, and coordinate requirements for program operations where competing priorities, demands, or deadlines are involved.

Skill and ability to develop project plans and meet established deadlines.

Ability to perform data analysis of large datasets and implement quality assurance measures.

Skill in Microsoft SharePoint, including the ability to create SharePoint sites and libraries.

Skill in using Microsoft Project or a similar application to plan large-scale projects with multiple deadlines.

Skill in operating Salesforce applications.

Skill in using Microsoft Excel.

Ability to effectively compose and edit legislative reports and other formal reports.

Knowledge and ability to apply person-centered thinking practices.

Experience in communicating complex information to a variety of individuals - verbally and in writing

Ability to organize and effectively present unfamiliar information and subject matter to internal and external stakeholders.

Knowledge of organizational development, management, and process improvement practices.

Skill in synthesizing complex information and data and presenting it clearly and concisely.

Ability to work independently with limited supervision.

Skill in effectively managing, coaching, and providing guidance to staff.

Ability to oversee, plan, and supervise the work of others.

Initial Screening Criteria:

• Bachelor's degree from a regionally accredited college or university with major coursework in organizational development, business administration, management, human services, another relevant field, or commensurate experience required.
• A minimum of 5 years of program or project management experience preferred.
• Experience administering, managing, or overseeing a major program or program area preferred.
• Experience performing data analysis and quality assurance preferred.
• Experience supervising staff preferred

Additional Information:

• Final candidates in consideration will be asked to complete a skills assessment and provide three professional references.
• Travel:  In-state and overnight travel throughout the year may be required for this position.  Advance notice is provided for any required travel. (15%)
• Position may require flexibility in work hours, but overtime is not required.  Flex schedule may be permitted with supervisor approval.
• A hybrid telework schedule may be permitted upon supervisor approval.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.