Operations Manager

Position Title: Operations Manager

Department: Operations

Supervisor: Director of Operations

Supervises: Veteran Services Supervisors (VSSs), Veteran Services Representatives (VSRs), and Assigned Contracted Security Personnel

Exemption: Non-exempt

Pay Range: $65k-70k

Job Summary

The Operations Manager is the front-line manager responsible for the day-to-day execution and administrative coordination of Center Operations. Reporting to the Director of Operations, the Manager directly manages a 24/7 team, including Operations shift leadership and front-line personnel, ensures staffing and service continuity, and owns the routine administrative functions necessary to keep the department organized, documented, and responsive. The Manager implements policies, procedures, and standards established by the Director; maintains departmental records, schedules, reports, and workflow; and keeps the Director informed of significant incidents, employee performance and updates, operational trends. Administrative tasks may be delegated to Veteran Services Supervisors or other assigned staff as operationally appropriate, while accountability for timely and accurate completion remains with the Operations Manager. This position is considered Essential Staff and may be required to work flexible hours as needed, including holidays and/or inclement weather.

Responsibilities:

- Understand, support, and promote the Mission of the Center.

- Directly supervise Veteran Services Supervisors (VSSs), Veteran Services Representatives (VSRs), and assigned contracted security personnel; provide coaching, feedback, training, and day-to-day performance management.

- Develop and maintain Operations staffing schedules, manage callouts and coverage adjustments, and ensure appropriate staffing levels across all assigned shifts.

- Own routine Operations administrative functions, including departmental documentation, scheduling, meeting coordination, recordkeeping, procurement support, expense tracking, reports, performance metrics, and follow-up items.

- Maintain routine access-control administration, including resident and staff ID badging and authorized key-card activations/deactivations, in accordance with established access-control procedures.

- Coordinate and maintain the administrative workflow for Veteran Review Board matters, including scheduling, documentation, tracking, and follow-up, in collaboration with Human Services and the Director of Operations.

- Maintain accurate Operations-related occupancy, bed-management, service, and other required departmental data and reports; coordinate routine moves or assignments with appropriate stakeholders.

- Ensure required administrative paperwork, incident documentation, confidentiality records, and departmental files are complete, accurate, and timely.

- Implement and reinforce Operations policies, SOPs, Veterans Handbook requirements, safety procedures, and service standards established or approved by the Director of Operations.

- Support onboarding and training new Operations employees; participate with the Director and Human Resources in interviewing and candidate assessment and provide hiring recommendations.

- Monitor employee performance, document coaching and performance concerns, and elevate significant or recurring matters to the Director.

- Serve as the on-site Operations management lead for routine and emergent events when assigned; coordinate initial response to medical, fire, police, safety, or security incidents and escalate in accordance with established protocols.

- Conduct initial fact-finding and incident follow-up regarding residents; refer significant investigations, disciplinary matters, policy questions, or high-risk issues to the Director of Operations.

- Perform authorized review and retrieval of camera surveillance information as operationally required; the Director of Operations remains the primary departmental owner of the surveillance program.

- Manage day-to-day performance and contract compliance of assigned security personnel; escalate vendor-level, contractual, or systemic performance concerns to the Director.

- Identify and recommend process improvements; assist with documentation and implementation of SOPs and standardized workflows.

- Delegate administrative or operational tasks to VSSs or other assigned staff when appropriate, while maintaining management accountability for completion, accuracy, and follow-through.

- Provide the Director of Operations with regular updates regarding staffing, performance, incidents, administrative workflow, service delivery, and emerging operational concerns.

- Other duties as assigned.

Qualifications

Required Skills and Experience:

- Bachelor's degree required; relevant education and direct management experience may be considered in lieu of a degree.

- At least 3 years of management experience, preferably in operations, customer service, hospitality, human services, security, or a comparable high-volume service environment.

- Demonstrated experience supervising front-line staff, managing schedules, performance management, and maintaining administrative systems and documentation.

- Strong organizational, written, and interpersonal communication skills with the ability to manage multiple priorities and maintain appropriate confidentiality.

- Proficiency with Microsoft Office Suite, databases, scheduling/reporting systems, and the ability to learn NECHV administrative platforms including Airtable and Jotform.

- CPR certification and/or CPI training preferred or ability to obtain as required.

- Ability to exercise sound judgment within established policy, recognize matters requiring escalation, and operate effectively in a collaborative environment.

- Veteran status, preferred.

Essential Functions:

- Ability to work comfortably with a multicultural, homeless population experiencing complex challenges.

- Ability to stoop, crawl, use fine-finger manipulation, and perceive depth.

- Lift or move up to 50 pounds.

- Able to navigate a 10-story building, including climbing stairs as necessary.

- Able to sit or stand for extended periods to accomplish work.

- Ability to respond throughout the facility to routine and emergent operational needs.