Delivery Operations Specialist
hace 1 mes
About Nava
Nava is a consultancy and public benefit corporation working to make government services simple, effective, and accessible to all. Since 2013, federal, state, and local government agencies have trusted Nava to build transformative digital services to help people access public benefits. Meeting our mission is an opportunity to restore trust between people and public institutions. We focus on populations that are the least protected because the stakes are higher.
Our Work
We work with government agencies to improve how people apply for benefits, navigate their health care, and more. We bill for our time, selling our expertise and problem-solving methodology to government clients. Our clients hire us to help improve their products and services so that their users and beneficiaries have a better customer experience.
At the core of everything we do are the end-users—the humans who benefit from our work. We research beneficiaries' needs to help our government clients better deliver on their missions, providing everyone at Nava opportunities to do meaningful, impactful work.
The Role
As a Delivery Operations Associate, you will primarily be an executor, driving internal optimization projects prioritized by leadership to completion. Projects may include, but are not limited to, integrating client satisfaction surveys, employee feedback, and company strategic plans to make Nava's teams more sustainable and effective; training and supporting delivery staff on new processes; executing on implementation of changes; developing data-driven employee retention strategies.
Your Responsibilities
• Develop infrastructure for Nava's Delivery Organization
• Perform administrative and clerical tasks to support Nava's delivery operations
• Manage Nava's bench operations and coordinate non-billable projects for delivery staff
• Administer our cross-functional skills database and ensure data is linked to Nava's staff roster
• Ensure metrics are entered into our tracking system and surveys are rolled out on a regular cadence
• Organize and manage data gathered in client satisfaction interviews
• In coordination with People Operations, manage non-billable activities like training and practice building
Requirements
• Experience working in operations roles at a professional services organization
• Experience supporting software delivery teams in an operational role
• Experience planning and executing large initiatives and processes, inclusive of efficient process design and change management
• Excellent written and real-time communication skills, with the ability to work harmoniously with others and communicate empathetically across many groups of people in a clear, concise manner
• Ability to build and form strong relationships with both the internal team and external vendors and work harmoniously with others
• An adaptive, proactive, empathetic, tenacious, and positive mindset
• Highly organized, resourceful, reliable, and detail-oriented approach
• A critical thinker with a problem-solving mind
Perks
Nava offers a competitive benefits package, generous time off, annual discretionary bonus, parental leave, employee wellness program, virtual doctor visits, fertility support, sabbatical leave, 401k contributions, flexible work arrangements, home office setup, utilities reimbursement, learning and development program, tuition and professional development budget, equity stock options, employee referral program, commuter benefits, insurance coverage, and an inclusive culture.
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