Interpretation Services Business Manager
Thinkgood, Long Beach, CA, United States
Interpretation Services Business Manager
800 W Pacific Coast Hwy, Long Beach, CA 90806, USA
Job Description
Interpretation Services Business Manager
About Goodwill SOLAC:
Goodwill, Southern Los Angeles County (SOLAC) is a 501(c)(3) nonprofit organization that transforms donated goods into job training, education, and placement services for individuals with barriers to employment. Goodwill SOLAC serves 22 cities and communities throughout Southern Los Angeles County.
Our skills training, education, job preparation, and placement programs build lives, families, and communities—one job at a time. Placing individuals in productive and competitive employment fills them with the value, joy, and dignity of a paycheck. We believe putting people to work benefits the individual and the community’s economic vitality through taxes, spending power, real estate values, quality of life, and relief from social services and welfare systems.
Goodwill SOLAC is one of 154 independent Goodwill’s with membership in Goodwill Industries International. Goodwill SOLAC’s campus in Long Beach houses its administrative offices, Goodwill Interpreting Services, various training programs, career center, retail store, processing operations, transportation, and e-commerce operations.
We are proud, equal opportunity employers. We are committed to fair hiring practices and creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status, or veteran status.
Summary Description:
The Interpretation Services Business Manager is responsible for overseeing sales, operations, financial performance, and growth of interpretation services. This role ensures efficient service delivery across ASL and spoken language interpretation, while driving services growth, maintaining compliance, and enhancing client and interpreter engagement. This position reports directly to the President & Chief Executive Officer (CEO).
Exemplary Duties / Responsibilities:
Business Development and Sales
Soliciting new schools, hospitals, and businesses in need of interpretation services.
Actively grow the business by identifying, pursuing, and securing new clients and partnerships.
Seeking additional business from current and former interpretation services clients and referrals. Soliciting interpreters for assignments.
Develop strategies to expand service offerings (e.g., VRI, specialized interpreting services) to increase revenue streams.
Client Relations
Serve as primary point of contact for key clients.
Develop and maintain strong relationships to ensure client satisfaction and retention.
Prepare service proposals, contracts, and pricing quotes.
Process Management
Oversee scheduling and dispatch of interpreters for in-person and virtual assignments.
Ensure all assignments are staffed with qualified interpreters in a timely manner.
Maintain service quality standards and compliance with industry regulations.
Monitor workflow processes and implement improvements for efficiency.
Financial & Billing Oversight
Manage invoicing processes, ensuring accuracy of rates, work orders, and billing terms.
Monitor accounts receivable, aging reports, and collections efforts.
Collaborate with Finance to ensure timely payments and accurate reporting.
Analyze revenue trends and identify opportunities for growth.
Team Leadership & Employee Development
Supervise dispatch coordinators and administrative staff.
Provide guidance, training, and performance feedback.
Support interpreter engagement and retention strategies.
Address escalations, service issues, and client concerns.
Recruit, onboard, and expand the pool to meet business service demands.
Ensure a diverse and qualified roster of interpreters across ASL and spoken language needs.
Compliance, Audits & Quality Assurance
Ensure adherence to ADA requirements and industry standards.
Maintain accurate documentation and service records.
Oversee implementation of policies, standard operating procedures (SOPs), and best practices.
Monitor business credentials and qualifications.
Lead internal audits of billing, dispatch, and service delivery to ensure accuracy, compliance, and process integrity.
Prepare for and support external audits by ensuring documentation and reporting standards are met.
Identify gaps and implement corrective actions to strengthen operational and financial controls
Minimum Qualifications:
Education/Experience:
Bachelor’s degree in business administration preferred, business development, or related field (or equivalent experience)
Success at selling business services and growing revenues
3-5 years of experience in business services and growing revenues, or interpreting services
Knowledge & Skills:
Knowledge of ASL and/or language access services preferred
Experience dealing with managing a network of third-party part-time contractors
Ability to weigh the relative costs and benefits/impacts of potential actions to choose the most appropriate one.
Outstanding judgment and decision-making skills.
Strong understanding of billing, contracts, audits, and client service models
Excellent communication, organizational, and critical thinking skills
Software(s) & System(s):
Experience with scheduling and billing platforms preferred
Advanced proficiency in Microsoft Excel (data analysis, reporting, pivot tables)
Strong working knowledge of Microsoft Outlook, Microsoft Word, and Microsoft PowerPoint
Experience using Microsoft Teams, Zoom, and Google Workspace for communication and virtual coordination
Ability to generate reports, track KPIs, and manage data using Microsoft Office tools
License/Certifications:
Valid CA Driver’s License, being willing and able to produce a valid registration upon demand.
Physical Demands and Working Conditions:
Standing and walking for up to 7 hours. Some sitting may vary.
Lifting, carrying, pushing, and pulling up to 50 lbs.
Climbing, balancing, bending, and twisting required.
Work inside and outside required.
Work along and with others required.
Core Competencies:
To perform the job successfully an individual should demonstrate the following competencies:
Leadership and Team Management
- Ability to effectively lead, develop, and motivate teams to achieve operational goals. Provides clear direction, fosters accountability, and supports staff growth through coaching, training, and performance management.
Business Development and Revenue Growth
- Ability to identify opportunities for expansion, secure new clients, and grow existing accounts. Develop strategies to increase revenue through service offerings, partnerships, and market positioning while aligning with organizational goals.
Customer Service and Relationship Management
- Builds and maintains strong relationships with clients by providing responsive, solution-oriented support. Ensures high levels of client satisfaction, manages concerns effectively, and fosters long-term partnerships.
Operational Efficiency and Process Improvement
- Demonstrates the ability to evaluate workflows, identify inefficiencies, and implement streamlined processes. Focuses on improving service delivery, reducing errors, and increasing overall productivity across dispatch, billing, and operations.
Financial Acumen and Audit Readiness
- Strong understanding of financial processes including invoicing, accounts receivable, and revenue tracking. Ensures accuracy in billing, maintains audit-ready documentation, and proactively identifies and resolves discrepancies to support compliance and financial integrity.
Strategic Thinking and Workforce Planning
- Applies forward-thinking strategies to align staffing, resources, and services with business growth. Anticipates future needs, expands interpreter capacity, and ensures the organization is positioned to meet increasing demand.
Confidentiality and Ethics
– Understands and adheres to high level confidentiality in all work‑related information discussions and information sharing in all meetings of the board, and by upper‑level staff. Adheres to Goodwill core values and beliefs during both good and tough times, acts in line with those values.
This job posting should not be construed to imply that these requirements are the exclusive standard of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.
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800 W Pacific Coast Hwy, Long Beach, CA 90806, USA
Job Description
Interpretation Services Business Manager
About Goodwill SOLAC:
Goodwill, Southern Los Angeles County (SOLAC) is a 501(c)(3) nonprofit organization that transforms donated goods into job training, education, and placement services for individuals with barriers to employment. Goodwill SOLAC serves 22 cities and communities throughout Southern Los Angeles County.
Our skills training, education, job preparation, and placement programs build lives, families, and communities—one job at a time. Placing individuals in productive and competitive employment fills them with the value, joy, and dignity of a paycheck. We believe putting people to work benefits the individual and the community’s economic vitality through taxes, spending power, real estate values, quality of life, and relief from social services and welfare systems.
Goodwill SOLAC is one of 154 independent Goodwill’s with membership in Goodwill Industries International. Goodwill SOLAC’s campus in Long Beach houses its administrative offices, Goodwill Interpreting Services, various training programs, career center, retail store, processing operations, transportation, and e-commerce operations.
We are proud, equal opportunity employers. We are committed to fair hiring practices and creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status, or veteran status.
Summary Description:
The Interpretation Services Business Manager is responsible for overseeing sales, operations, financial performance, and growth of interpretation services. This role ensures efficient service delivery across ASL and spoken language interpretation, while driving services growth, maintaining compliance, and enhancing client and interpreter engagement. This position reports directly to the President & Chief Executive Officer (CEO).
Exemplary Duties / Responsibilities:
Business Development and Sales
Soliciting new schools, hospitals, and businesses in need of interpretation services.
Actively grow the business by identifying, pursuing, and securing new clients and partnerships.
Seeking additional business from current and former interpretation services clients and referrals. Soliciting interpreters for assignments.
Develop strategies to expand service offerings (e.g., VRI, specialized interpreting services) to increase revenue streams.
Client Relations
Serve as primary point of contact for key clients.
Develop and maintain strong relationships to ensure client satisfaction and retention.
Prepare service proposals, contracts, and pricing quotes.
Process Management
Oversee scheduling and dispatch of interpreters for in-person and virtual assignments.
Ensure all assignments are staffed with qualified interpreters in a timely manner.
Maintain service quality standards and compliance with industry regulations.
Monitor workflow processes and implement improvements for efficiency.
Financial & Billing Oversight
Manage invoicing processes, ensuring accuracy of rates, work orders, and billing terms.
Monitor accounts receivable, aging reports, and collections efforts.
Collaborate with Finance to ensure timely payments and accurate reporting.
Analyze revenue trends and identify opportunities for growth.
Team Leadership & Employee Development
Supervise dispatch coordinators and administrative staff.
Provide guidance, training, and performance feedback.
Support interpreter engagement and retention strategies.
Address escalations, service issues, and client concerns.
Recruit, onboard, and expand the pool to meet business service demands.
Ensure a diverse and qualified roster of interpreters across ASL and spoken language needs.
Compliance, Audits & Quality Assurance
Ensure adherence to ADA requirements and industry standards.
Maintain accurate documentation and service records.
Oversee implementation of policies, standard operating procedures (SOPs), and best practices.
Monitor business credentials and qualifications.
Lead internal audits of billing, dispatch, and service delivery to ensure accuracy, compliance, and process integrity.
Prepare for and support external audits by ensuring documentation and reporting standards are met.
Identify gaps and implement corrective actions to strengthen operational and financial controls
Minimum Qualifications:
Education/Experience:
Bachelor’s degree in business administration preferred, business development, or related field (or equivalent experience)
Success at selling business services and growing revenues
3-5 years of experience in business services and growing revenues, or interpreting services
Knowledge & Skills:
Knowledge of ASL and/or language access services preferred
Experience dealing with managing a network of third-party part-time contractors
Ability to weigh the relative costs and benefits/impacts of potential actions to choose the most appropriate one.
Outstanding judgment and decision-making skills.
Strong understanding of billing, contracts, audits, and client service models
Excellent communication, organizational, and critical thinking skills
Software(s) & System(s):
Experience with scheduling and billing platforms preferred
Advanced proficiency in Microsoft Excel (data analysis, reporting, pivot tables)
Strong working knowledge of Microsoft Outlook, Microsoft Word, and Microsoft PowerPoint
Experience using Microsoft Teams, Zoom, and Google Workspace for communication and virtual coordination
Ability to generate reports, track KPIs, and manage data using Microsoft Office tools
License/Certifications:
Valid CA Driver’s License, being willing and able to produce a valid registration upon demand.
Physical Demands and Working Conditions:
Standing and walking for up to 7 hours. Some sitting may vary.
Lifting, carrying, pushing, and pulling up to 50 lbs.
Climbing, balancing, bending, and twisting required.
Work inside and outside required.
Work along and with others required.
Core Competencies:
To perform the job successfully an individual should demonstrate the following competencies:
Leadership and Team Management
- Ability to effectively lead, develop, and motivate teams to achieve operational goals. Provides clear direction, fosters accountability, and supports staff growth through coaching, training, and performance management.
Business Development and Revenue Growth
- Ability to identify opportunities for expansion, secure new clients, and grow existing accounts. Develop strategies to increase revenue through service offerings, partnerships, and market positioning while aligning with organizational goals.
Customer Service and Relationship Management
- Builds and maintains strong relationships with clients by providing responsive, solution-oriented support. Ensures high levels of client satisfaction, manages concerns effectively, and fosters long-term partnerships.
Operational Efficiency and Process Improvement
- Demonstrates the ability to evaluate workflows, identify inefficiencies, and implement streamlined processes. Focuses on improving service delivery, reducing errors, and increasing overall productivity across dispatch, billing, and operations.
Financial Acumen and Audit Readiness
- Strong understanding of financial processes including invoicing, accounts receivable, and revenue tracking. Ensures accuracy in billing, maintains audit-ready documentation, and proactively identifies and resolves discrepancies to support compliance and financial integrity.
Strategic Thinking and Workforce Planning
- Applies forward-thinking strategies to align staffing, resources, and services with business growth. Anticipates future needs, expands interpreter capacity, and ensures the organization is positioned to meet increasing demand.
Confidentiality and Ethics
– Understands and adheres to high level confidentiality in all work‑related information discussions and information sharing in all meetings of the board, and by upper‑level staff. Adheres to Goodwill core values and beliefs during both good and tough times, acts in line with those values.
This job posting should not be construed to imply that these requirements are the exclusive standard of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.
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