Director of Visual Interpreting
November 22
Description
• The Director of Visual Interpreting is a dynamic, highly motivated leader responsible for overseeing the Visual Interpreting team at Aira. • This role involves leading a diverse team of Visual Interpreters, Senior Visual Interpreters, and Visual Interpreting Managers to deliver exceptional support to Aira’s blind and low vision users. • The Director will be accountable for strategy development, operational efficiency, team leadership, and overall performance management within the department. • Inspire and guide the Visual Interpreting team to achieve Aira's mission and goals. • Define and implement a clear vision for the Visual Interpreting department that aligns with company objectives. • Oversee day-to-day Visual Interpreting operations, including staffing, training, performance management, and ensuring KPIs are met. • Effectively articulate the department’s vision, goals, and strategies to the team. • Set performance goals, provide ongoing coaching and feedback, and conduct regular performance evaluations. • Analyze key operational metrics, such as turnover, call quality, Explorer feedback, and scheduling forecasts, to identify trends and improvement opportunities. • Ensure that all Visual Interpreting operations comply with relevant regulations, including privacy and data security. • Work closely with other departments, such as Operations, Marketing, and Engineering, to align Visual Interpreting services with Aira’s broader organizational objectives. • Partner with the Learning & Development team to implement effective training programs. • Follow Aira's policies and procedures, uphold operational principles, and adhere to the Visual Interpreter Code of Professional Conduct. • Perform other tasks as assigned to support department or company needs.
Requirements
• Bachelor’s degree in Business Management, Operations, or a related field (Master’s degree in Business or Human Resources is a plus). • Minimum of 6 years of leadership experience in a call center, customer service, or operations environment. • Proven ability to lead, motivate, and manage teams to meet or exceed performance goals. • Strong communication, organizational, and leadership skills. • Excellent analytical, problem-solving, and decision-making abilities. • Ability to collaborate effectively with cross-functional teams and influence at all levels of the organization. • Capable of managing multiple priorities, working under pressure, and meeting deadlines. • Previous experience as a direct supervisor/ leader of people.
Benefits
• 100% Remote • Opportunity to make an impact on a mission-driven business • Low drama, hands on culture, not impeded by process, oversight or lack of courage • A fun, dedicated, and hard-working team who are the magic behind our award-winning company • Competitive salary with significant equity options • Top-tier medical plan, dental, vision, and life insurance • Unlimited PTO
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