HOLO Card Operations Manager

HOLO Card Operations Manager 150 150 Ulu HI-Tech

Job Title: HOLO Card Operations Manager
Employment: Full time
Location: Honolulu, HI
Clearance: N/A
To apply: Email cover letter & resume to [email protected] 

Summary

Ulu HI-Tech (UHT) is seeking  a seasoned, highly skilled program manager with business operations experience to join our team in Honolulu, Hawai‘i.

This individual will oversee the HOLO Card Service Manager (SM) program. The HOLO card is a contactless smart card used to pay for public transit fares on the island of Oʻahu in Hawaiʻi. The card holds cash value or passes for use on TheBus and Honolulu’s future rail system.

Why work at Ulu HI-Tech? We believe that our people are what make us great. It’s why we offer benefits that are industry competitive and focused on employee well-being:

  • Full healthcare coverage for you and your family
  • 401k plan
  • 15 days paid time off
  • Annual professional development opportunities
  • 20% incentive bonus based on performance and client satisfaction ratings

Job Description

This is a full-time, salary exempt position located in Honolulu, Hawai‘i. We are looking for someone with strong leadership skills who can ensure that key processes and practices are implemented effectively throughout the HOLO Card Service Manager (SM) program.

As HOLO Card Operations Manager, you will report directly to Ulu HI-Tech’s senior management team and work in concert with our Deputy Program Manager to support the City & County of Honolulu, Department of Transportation Services (DTS), in administering the HOLO Card Program. You will provide program oversight and management of SM operations to ensure the successful and consistent performance of the HOLO Card Program, the City’s multi-modal transit automated fare collection business.

You will be the key point of contact for all matters related to the HOLO Card SM program, with the authority to allocate assigned resources and make certain program level decisions on behalf of the prime contractor, Ulu HI-Tech. You must ensure that services are delivered to meet the City’s objectives and will act as the escalation point for any incident, crisis, or customer complaint.

Essential Duties

  • Ensure all business operations are performed in accordance with the HOLO Card SM contract and agreed terms with the client.
  • Take action to correct any issues, deviations, or risks to normal operations.
  • Optimize business processes to increase operational efficiency.
  • Provide operational oversight for eight primary tasks of the HOLO Card Service Manager program:
    1. Program Administration (includes Financial Reconciliation and Contract Management)
    2. Back Office System Software and Website Operations and Maintenance
    3. Agency Test Facility Management and Hardware Maintenance
    4. HOLO Call Center Services and Field Operations Coordination
    5. Change Management and Project Controls
    6. Field Equipment Operations and Maintenance
    7. Office and Equipment Repair/Storage Workspace – Asset Management
    8. Performance Assurance
  • Own the client relationship and contract management.
  • Coordinate with key stakeholders.
  • Oversee and manage of the fare collection system integrator.
  • Own relationships and manage various sub-vendors and suppliers including cellular services, cash collection, field equipment maintenance and repair, fare media cards suppliers, and other equipment suppliers.
  • Perform essential management duties, which include but are not limited to tracking and reporting, risk analysis, standard operational procedures creation and maintenance, vendor management, change request management, coordination of related projects that drive overall operations, training management.
  • Perform certain lower-level activities, as needed, when the HOLO Card SM team requires extra support.
  • Other duties as assigned.

Qualifications

  • 3-5 years’ experience managing business operations.
  • Demonstrated leadership skills.
  • Exceptional verbal, written communication, and presentation skills.
  • Proven experience with planning and resource management.
  • Ability to manage multiple vendors and subcontractors.
  • Proficient in Microsoft Office, Microsoft Project, and Microsoft Visio.
  • Ability to effectively work remotely and at multiple locations while still attaining expected outcomes.
  • Must be able to learn and use City provided software as necessary to perform duties.
  • Preferred experience with business financial services, call center operations, service desk, asset management, institutional and retail customer services.

Education/Certifications

Bachelor’s Degree or an equivalent combination of education and experience in operations management.

Physical Requirements

  • Requires the ability to work at multiple locations in Hawaii and travel to those locations within the same day.
  • Requires lifting and moving of office supplies, furniture, equipment, and boxes weighing up to 25 lbs.

Note: The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Please email a cover letter and your resume to [email protected] to apply.