Communication Service for the Deaf (CSD)

• The Director of Business Development is the leader responsible for driving revenue growth, client acquisition, partnership development, and market expansion across CSD Access. • This role provides strategic and operational leadership of the Business Development function, overseeing the full sales lifecycle, from prospecting and outreach through proposal, negotiation, and close to support both CSD Access Direct (Direct Video Calling) and CSD Access Services (Interpreting & Captioning). • Reporting directly to the Division President, the Director translates organizational growth strategy into actionable sales plans, manages the BD team's day-to-day execution, and ensures the pipeline is healthy, accountable, and consistently advancing. • The Director serves as a key contributor to CSD Access's market positioning and is responsible for building and maintaining high-value client and partner relationships across corporate, healthcare, government, education, and nonprofit sectors.

• Identify and develop regional and national business opportunities across DeafHealth’s flagship healthcare navigation and benefits enrollment services, as well as its portfolio of health education, training, and research offerings. • Own the DeafHealth partner pipeline end-to-end – prospecting, qualifying, proposing, negotiating, and finalizing – including preparing presentations and proposals that represent the full range of DeafHealth services. • Support revenue forecasting and partner-facing pipeline intelligence to inform partnership strategy and readiness. • Drive execution toward signed MOUs, service-level agreements, and multi-year contracts with institutional partners, contributing to DeafHealth's growth and sustainability goals. • Build and cultivate long-term relationships with institutional partners, articulating DeafHealth's service model, capabilities, and compliance to address complex organizational needs. • Lead and coordinate proposal, RFP, and application responses, ensuring submissions are accurate, compliant, and compelling. • Support existing partner relationships through responsive follow-up, sharing relevant updates, and identifying opportunities for new services or expanded scope. • Leverage professional and community networks to surface opportunities, partnerships, and market insights that support DeafHealth's growth. • Monitor industry developments and market trends to anticipate opportunities and time outreach effectively. • Represent DeafHealth at industry, community, and partner-focused events to build awareness, generate new connections, and support new partnership opportunities. • Maintain accurate and timely documentation of pipeline activity to support tracking, planning, and reporting. • Coordinate closely with other divisions on shared institutional relationships and joint pursuits. • Perform other duties as assigned.

• Plays a strategic role in expanding and managing partnerships, driving revenue growth, and ensuring long-term client satisfaction. • Focuses on identifying and cultivating new business opportunities, managing key accounts, and aligning client needs. • Supports the development and execution of new initiatives, managing high-value relationships.

• Responsible for strategic leadership and direct supervision of the Compliance Department • Provides compliance insight and advice to all internal CSD operational units • Develops and oversees a compliance and ethics program • Manages CSD Ethics Hotline and compliance management system • Leads internal auditing function and ensures adherence to policies

• Oversee evaluations of equipment, services, or programs for public sector entities for improvement and modernization • Manage staff assigned to perform testing and assessment of products, equipment, services, or programs • Ensure accessibility compliance and usability, including conformance with WCAG 2.1 guidelines and Section 508 standards • Oversee manual usability testing, engaging participants skilled in assistive technologies • Lead and coordinate accessibility testing efforts and integrate accessibility into testing strategies • Contract and manage strong working relationships with clients and key stakeholders • Supervise testers by coaching, setting expectations, and building aligned goals • Communicate and explain new directives, policies, or procedures to testers • Project a positive image of the organization • Serve as the main point of contact for internal and external partners contributing to testing and evaluation • Provide reporting on testing activities, accessibility findings, statistics, and quality assurance data • Use IT tools including Microsoft Office 365, SharePoint, Zoom, Slack, and various LMS platforms

• Responsible for the execution and overall management of the Field Operations Team • Responsible for managing staff assigned to perform the duties under CA Connect, including hiring, training, and supervision • Engage with the CPUC Management Team on a day-to-day basis or as needed to ensure the project receives the required commitment and support • Proactively collaborate and coordinate with other DDTP Vendors, Community and Service Partners • Communicate and report on project progress, risks, and issues on an ongoing basis • Support the Division President by acting as a liaison, as needed • Ensure all requirements are fulfilled including performance and Service Level Agreements (SLAs) • Provide reporting and communications to CPUC Management, Advisory Committee, Vendor Partners, and other stakeholders • Work cooperatively with the Division President to resolve escalated issues • Oversees key components, staffing and budgets of California Connect programs and community-driven campaigns • Builds a collaborative spirit within the CSD team and partner organizations • Develops program goals, including effective and efficient methods to track, evaluate and meet funding and stakeholder requirements • Represents the company by serving as an ambassador of the organization.

• In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. • The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. • The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission. • Ensures that superior service quality is delivered to all customers and trained on all customer support lines. • Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages. • Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success. • Maintain and encourage a positive remote work environment. • Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance. • Promotes good attendance while projecting a professional image. • Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys. • Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority. • Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors. • Provides administrative support. • Ensure compliance with company policies and regulations. • Other duties as assigned.

• Identify and develop regional and national business opportunities • Cultivate meaningful partnerships • Contribute to the division's overall sales strategy and growth objectives • Assist the business development team across all stages of the sales pipeline • Maintain accurate and timely documentation of sales activities in CRM platform • Support outreach to new prospects • Conduct research and gather information to support grant and procurement responses • Support existing client and partner relationships • Leverage professional and community networks to generate intelligence • Represent CSD Access at industry, marketing, and customer-focused events • Develop foundational knowledge of CSD Access products and services

• Works in a remote environment, delivering excellent customer service by asking questions, actively listening, building rapport, demonstrating respect, being informative, and understanding their needs, requests, or problems • Answers inbound customer calls in ASL by video concerning one or more of the following issues: troubleshooting, billing, or questions about products and/or services • Determines the root cause of customer problems and uses available tools, systems, resources, customer information, and collaboration with other departments to identify the action required and resolve the issue • Educates customers on billing details, as well as policies and procedures concerning prices/billing/service to facilitate the acceptance of customer payments by phone (inclusive of applicable payment assistance fees) or educates the customer on other options to make payments at no charge • Provides seamless customer experience through the accurate documentation of call details and new account information into the computer system and completing any necessary forms required to request action by other departments • Closes sales and complete service orders when the customer expresses interest in additional products, features, and services • Successfully completes job-related training • Stays current with new and/or updated reference material or announcements pertaining to the job and adapts customer communication to reflect any changes • Other duties as assigned

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network. • Excellent communication skills • Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer