Senior Manager, OLA Operations

• Provide collaborative, forward thinking and responsive leadership in the planning, development, implementation, maintenance, and management of OLA’s programs and services.

• Assist the OLA Director in developing and executing strategies, policies and procedures.

• Manage all day-to-day operations of OLA to ensure proper coverage of interpreters for court events with LEPs.

• Supervise staff interpreters and per-diems and other assigned staff (e.g. project coordinator) in conjunction with the 6-8 regional coordinators reporting to the Operations Manager.

• Ensure the operations are performing efficiently and effectively.

• With regular communications, ensure the workforce is being kept abreast of any developments and interpreters are inspired to serve LEPs.

• Address performance issues among regional coordinators, staff interpreters, other staff, and per-diems.

• Resolve any conflicts in interpreter scheduling and leaves and other personnel-related requests.

• Serve as escalation step in union grievances. Address grievances, conduct investigations, and implement conflict resolution strategies.

• Collaborate with the scheduling teams to ensure schedules of interpreters are effective and viable. Look for ways to improve schedules and coverage through training & education, collaboration with courts, and support from regional coordinators. If necessary, the Operations Manager can override proposed schedules and assign interpreters where they are most needed in accordance with OLA’s Standards & Procedures.

• Analyze, report-out, and manage fulfillment and assignment rates (key performance indicators for OLA).

• Recommend changes to Standards and Procedures to improve OLA services.

• Support recruitment and onboarding of interpreters and other staff.

• Facilitate training courses where useful in coordination with the Professional Development Manager to manage and mentor court interpreter staff.

• Collaborate with OLA’s Director and Trial Court leadership to enhance employee engagement and workplace culture. Develop and implement strategies to foster a healthy and inclusive work environment. Promote employee job satisfaction.

• Perform related duties as required.

Job Competencies: All applicants must be able, through the interview process, to demonstrate knowledge and understanding of the following areas:
Ethics and Values: Communicates and demonstrates the ethics and values of the Trial Court.
Mission: Understands, upholds, and communicates the Trial Court and departmental missions.
Applied Knowledge: Demonstrates the skills and the abilities to innovate and drive enhancements and efficiencies in language access and, interpreter services.
Problem Solving: Accurately assesses service and programmatic related problems in the Trial Court and recommends and facilitates appropriate solutions.
Customer Service: Conducts oneself in a courteous and professional manner towards both Trial Court employees and the public.
Collaboration: Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Commitment to Diversity: Promotes an environment of cross-cultural awareness and diversity through understanding, respect, and positive communication with persons of varied racial, ethnic, economic, and cultural backgrounds.
Continuous Learning: Demonstrates a commitment to continuously improving himself or herself through professional development.

Minimum Requirements: These are the minimum requirements necessary to apply for the position of Senior Manager for OLA Operations.
• Bachelor’s degree.
• Certification as a Court Interpreter in MA.
• Seven (7) years of experience in interpreter services, at least three (3) of which should involve supervisory experience.
• Understanding of court processes, organizational dynamics, types of court events, and flow of cases.
• Demonstrated commitment to access to justice and serving LEPs.
• High potential for strong and immediate contributions.
• Has a track record of establishing support, trust, and respect within the OLA community.
• Ability to form effective relationships with judges, clerks, and other court staff.
• Sensitivity to and proactive approach to diversity, equity and inclusion in the workforce. Awareness of cultural differences in the particularly multi-national, multi-ethnicity workforce of interpreters.
• Effective and professional written communication skills.
• Excellent communications, interpersonal, coaching, and conflict-resolution skills as well as tact and diplomacy.
• Ability to work with a high level of detail; ability to prioritize multiple tasks and deal effectively with interruptions; ability to identify and analyze complex issues and to develop appropriate recommendations.
• Aptitude and flexibility to prioritize projects and workload.
• Ability to work both independently and in a team environment.
• Ability to make tough/timely decisions, working closely with the Director of OLA and other members of the leadership team.
• Excellent judgment, high personal/professional integrity and professionalism

Advertised: 07 Oct 2026 Eastern Daylight Time
Applications close: 22 Oct 2026 Eastern Daylight Time

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