Maricopa Community Colleges is seeking a strategic Operations & Process Improvement Manager (Specially Funded) to support operational excellence, compliance, and continuous improvement across the Arizona Small Business Development Center (SBDC) Network.
The SBDC Operations & Process Improvement Manager (Specially Funded) position provides statewide oversight of federal grant compliance, data integrity, performance reporting, accreditation standards, and operational processes. Collaborating with network leadership and regional centers, the Manager streamlines workflows, strengthens consistency and accountability, manages institutional agreements, supports staff development, and supervises operational staff to advance the Networks mission of supporting small businesses throughout Arizona.
Essential Functions
20% - Accreditation Readiness & Quality Assurance:
- Leads statewide preparation, self-study documentation, evidence collection, and operational readiness for the Americas SBDC (ASBDC) national accreditation review
- Develops, reviews, and updates statewide Standard Operating Procedures (SOPs) and State Office policy manuals to ensure alignment with national accreditation standards
- Conducts annual internal center reviews and site audits to assess compliance with federal guidelines, host institution requirements, and statewide network standards
20% - Data Governance & CenterIC System Oversight:
- Serves as the lead administrator for the CenterIC client management system, overseeing user permissions, center configurations, and system protocols
- Establishes and maintains statewide data governance guidelines, SBA-aligned data definitions, and standardized data entry procedures for counseling sessions and training events
- Oversees data quality audits of regional center client files, advisor notes, and capital impact documentation to ensure accuracy and compliance with SBA reporting requirements
20% - Client Journey Optimization & Quality Assurance:
- Oversees client onboarding processes, including the intake and timely routing of electronic Requests for Counseling (eRFCs) to appropriate regional centers
- Maintains and updates the statewide Center Handbook template to promote consistent client expectations, advisor guidelines, and operational standards
- Establishes consistent client communication standards across pre-counseling materials, website information, and client orientation processes
- Administers statewide client satisfaction surveys, analyzes feedback trends, and develops reports to support continuous service improvement
15% - Grant Reporting & Performance Management:
- Leads the preparation, verification, and submission of required semiannual and annual SBA narrative and programmatic reports
- Analyzes and validates economic impact metrics, including capital formation, new business starts, job creation, revenue growth, and advising hours, using CenterIC data
- Monitors progress toward SBA performance goals and develops operational improvement plans to support achievement of network objectives
15% - Agreements, Contracts & Institutional Compliance:
- Manages Memoranda of Agreement (MOAs), Memoranda of Understanding (MOUs), and subrecipient agreements between the State Office and host institutions
10% - Other duties as needed