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.