Director of Outreach Team

June 4, 2021
Job Type
Street Address
500 Linden Oaks, Suite 140


AP Professionals has an EXCELLENT DIRECT HIRE opportunity with a company located in Henrietta.  This position is a member of the Operations team and plays a pivotal role overseeing the quality and accuracy of the Outreach team as the point of contact for clients. The incumbent for this role will work directly with management as well as a team of Directors, Managers, and Specialists on strategies that will support attaining the requested information for the clients. The Director of Outreach Team is a management level position. The person will work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds company core values at all times The pay for this opportunity is dependent upon experience.


  • Manage the performance of the Outreach team (7 Managers and 100 employees)
  • Directly report to the COO
  • Collectively manage the performance of the whole of operations, ensuring high quality of service and product
  • Manage the staffing needs of the team as well as individual performance
  • Support growth of new clients and the continuous improvement of the operations
  • Acquire and maintain a detailed knowledge of the company’s policies, principles and strategies, and to keep up to date with relevant developments
  • Daily, manage the team
  • Develop and standardize custom workflows
  • Optimize data population for assessment, review, and delivery
  • Work closely with IT team to provide feedback and upgrade requests
  • Guide and lead managers as expert in Outreach function of Operations
  • Accomplishes information systems and organization mission by completing related results as needed
  • Responsible for coaching and mentoring Outreach Managers to maximize performance, retention, and job satisfaction
  • Prepare daily, weekly, and monthly KPI reports for submission to executive management
  • Manage and improve Team performance through performance monitoring, problem resolution, system audits and quality assurance measures
  • Review and Update SOP’s and checklists for each business process
  • Ensure rollout of all new technology within the team is done smoothly and on time
  • Actively participate in the process of preparing annual budgets for the operations team after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses
  • Conduct periodic time studies to identify the gaps and opportunities for improvement
  • Build functional and cross functional communication and team unity
  • Writes annual performance reviews and develops goals for each Fulfillment Manager including a developmental action plan that is shared for their individual growth and development and future progression based on the employees’ career aspirations
  • Monitors individual growth and development of each Outreach Managers to ensure they are performing to their best abilities
  • Provides ongoing performance feedback to Outreach Specialists to enable them to successfully meet/exceed their job expectations
  • Assesses and promotes training opportunities to continually increase skill of Fulfilment managers and their teams
  • Assist human resources department in recruitment process by interviewing potential hires and outlining clear job expectations


  • AAS degree or bachelor’s degree in Business, Management or a related field required
  • Master’s degree a plus


  • Minimum 5 years previous experience in Operations environment
  • Minimum 3 years supervisory experience

Knowledge, Skills, Abilities, and Other Characteristics

  • Ability to adapt work schedules to support global client management in various time zones to meet turnaround time expectations
  • Excellent interpersonal, written, and oral communication skills
  • Highly computer literate with capability in email, MS Office and related business tools
  • Knowledge of customer service programs and databases, or the ability to learn new software quickly
  • Analytical thinker with excellent quantitative and superior problem-solving skills
  • Works well under pressure and meets tight deadlines
  • Demonstrates an uncompromising level of integrity, honesty, trustworthiness, and ethical behavior
  • Proven ability to foster successful relationships through clear communication, swift problem resolution and mutual respect
  • Regular and reliable attendance is an expectation
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