Job Title: One-Stop Operator
Reports To: Senior One Stop Operator
Employment Type: Full-Time
Salary: $52,000 to $56,000
Position Summary:
The One-Stop Operator (OSO) serves as the strategic lead for a workforce system, acting as the primary liaison to Board staff. This role is responsible for overseeing system-wide alignment, strategic planning, compliance, and partner coordination. The OSO ensures consistent service delivery across centers and leads business services engagement, driving innovation, accountability, and continuous improvement throughout the workforce ecosystem. The individual in this role must be clearly positioned within the bidder's organizational structure, with defined authority, accountability, and chain of command.
Key Responsibilities:
Strategic Leadership & System Alignment
Serve as the lead liaison to workforce board, ensuring alignment with board priorities, policies, and strategic goals.
Oversee implementation of the Rock Framework across all centers.
Lead quarterly system enhancement forums and monthly partner performance reviews.
Compliance & Governance
Ensure compliance with federal, state, and local regulations, including WIOA and workforce board requirements.
Manage MOUs, certification criteria, and governance meetings to maintain system integrity.
Monitor partner engagement, joint initiatives, and service quality through structured oversight.
Partner Coordination & Service Integration
Facilitate cross-agency collaboration and joint planning among Title I–IV partners, other core partners, and community stakeholders.
Bring together diverse groups with aligned but not identical goals, fostering cooperation and shared outcomes.
Provide mediation and negotiation as needed to resolve conflicts and support effective collaboration.
Support onboarding and orientation for new partners and staff.
Promote shared ownership through innovation labs and co-designed service enhancements.
Business Services Engagement
Function as the primary contact for business services, coordinating employer outreach, recruitment agreements, and engagement events.
Lead development of employer-hosted tours, podcasts, and strategic partnerships to enhance job seeker access to opportunities.
Support public relations efforts that strengthen awareness of workforce system services and successes.
Performance Monitoring & Continuous Improvement
Oversee system-wide performance tracking using KPIs, Net Promoter Scores, and customer journey mapping.
Implement real-time feedback systems and secret shopper evaluations to inform service enhancements.
Ensure data-informed decision-making and transparent reporting to workforce board.
Qualifications:
Required:
Minimum of 5 years of experience in workforce development, program management, or public administration.
Proven leadership in multi-partner environments with strong strategic planning and compliance expertise.
Familiarity with ISO-certified quality systems and performance evaluation tools.
Exceptional communication, stakeholder engagement, and problem-solving skills.
Bachelor's Degree or higher in Human Services, Communications, Project Management, Business Operations, or a related field; equivalent professional experience may substitute for education.
Preferred:
Experience in mediation and/or negotiation.
Experience in public relations or external communications.
Demonstrated ability to convene, align, and facilitate collaboration among multiple agencies or organizations with similar but not fully aligned goals and objectives.
Travel Requirements: Position requires regular travel across a 22-county service area, with a primary presence at IowaWORKS American Job Centers in Burlington, Davenport, Ottumwa, and Marshalltown. Travel includes on-site coverage, partner coordination, and outreach throughout the region.