Director of Visual Interpreting

Summary

Join Aira as the Director of Visual Interpreting and lead a team of Visual Interpreters, Senior Visual Interpreters, and Visual Interpreting Managers. You will be responsible for developing and implementing strategies, ensuring operational efficiency, and fostering a culture of continuous improvement. This role requires strong leadership, communication, and analytical skills. You will oversee daily operations, manage performance, and analyze key metrics to identify areas for improvement. The position is 100% remote and offers a competitive salary, equity options, and top-tier benefits. Aira is a mission-driven company committed to empowering the blind and low vision community.

Requirements

• Bachelor’s degree in Business Management, Operations, or a related field
• 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

Responsibilities

• Inspire and guide the Visual Interpreting team to achieve Aira's mission and goals
• Foster a culture of accountability, continuous improvement, and professional development
• 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
• Oversee day-to-day Visual Interpreting operations, including staffing, training, performance management, and ensuring KPIs are met
• Handle hiring, succession planning, and ensuring smooth departmental workflows
• 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
• Set performance goals, provide ongoing coaching and feedback, and conduct regular performance evaluations, including call quality reviews to mitigate risk and elevate service standards
• 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 for Explorers and Access Partners
• 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 that equip staff with the skills needed to provide exceptional service
• 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

Preferred Qualifications

Master’s degree in Business or Human Resources

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