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, also known as Explorers. The Director will be accountable for strategy development, operational efficiency, team leadership, and overall performance management within the department.
Key Responsibilities:
- Leadership & Team Development: Inspire and guide the Visual Interpreting team to achieve Aira's mission and goals. Foster a culture of accountability, continuous improvement, and professional development.
- Strategic Planning: Define and implement a clear vision for the Visual Interpreting department that aligns with company objectives. Set measurable goals and ensure the team is aligned with broader business strategies.
- Operational Management: Oversee day-to-day Visual Interpreting operations, including staffing, training, performance management, and ensuring KPIs are met. This includes handling hiring, succession planning, and ensuring smooth departmental workflows.
- Communication: Effectively articulate the department’s vision, goals, and strategies to the team. Tailor communication to meet the diverse needs of team members, ensuring clarity and alignment at all levels.
- Performance Management: Set performance goals, provide ongoing coaching and feedback, and conduct regular performance evaluations, including call quality reviews to mitigate risk and elevate service standards.
- Data Analysis & Reporting: Analyze key operational metrics, such as turnover, call quality, Explorer feedback, and scheduling forecasts, to identify trends and improvement opportunities.
- Compliance & Best Practices: Ensure that all Visual Interpreting operations comply with relevant regulations, including privacy and data security for Explorers and Access Partners.
- Collaboration: Work closely with other departments, such as Operations, Marketing, and Engineering, to align Visual Interpreting services with Aira’s broader organizational objectives.
- Training & Development: Partner with the Learning & Development team to implement effective training programs that equip staff with the skills needed to provide exceptional service.
- Policy Adherence: Follow Aira's policies and procedures, uphold operational principles, and adhere to the Visual Interpreter Code of Professional Conduct.
- Additional Duties: 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
Aira Values:
At Aira, we are guided by a set of core values that shape our culture and drive our success:
- Customer Focus: We are committed to providing outstanding service to our Explorers, ensuring their needs are at the heart of everything we do.
- Integrity: We act with honesty and transparency, upholding the highest ethical standards in all of our interactions.
- Innovation: We continually strive to improve our technology and services, embracing change and pushing the boundaries to create new opportunities for the blind and low vision community.
- Collaboration: We believe in the power of teamwork, working together across departments and with our Explorers to achieve shared goals.
- Respect & Inclusion: We celebrate diversity and foster an inclusive environment where everyone feels valued and respected.
Equal Opportunity Statement:
Aira is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other legally protected status. We encourage individuals of all backgrounds to apply, and we are dedicated to ensuring fair treatment and equal opportunities for everyone in our hiring and employment practices.
This position offers an exciting opportunity for a seasoned leader to make a meaningful impact by improving services that empower the blind and low vision community. If you are passionate about leadership, operational excellence, and driving team success, we encourage you to apply.