On-Duty Operations Manager (OD)

Our team guides and supports each other. Come join us! We are looking for responsible, safety-aware, CPR/AED/First Aid Certified, punctual candidates who demonstrate high professional standards and a strong customer service orientation to join our team. This is an exciting opportunity to join JCC Greater Boston, a vibrant community center, and welcoming workplace with a strong emphasis on teamwork and making a difference in the lives of others. This key role helps us offer individuals and families with a wide range of learning, fitness, camping, and enrichment resources in a safe and welcoming environment associated with a vibrant local Jewish community.

Under the supervision of the OD Coordinator, the OD Operations Manager position is a resource for operational oversight and is a reliable, collaborative, decisive, and professional presence in the community to support members and staff on duty, particularly outside of prime business hours. This position serves as a collaborative decision maker for the community and is primarily responsible for providing staff and members with effective and timely guidance, problem resolution, direction, and interventions to ensure we are providing excellent customer-centric services aligned with JCC Values and maintaining JCC’s conduct and service level expectations.

As a critical professional presence on-site and a key management resource for staff, this position is expected to provide timely and effective responses and is the first point of contact for medical emergencies. When complex questions, concerns, issues, conflicts or disputes arise within the community, this position is expected to provide effective interventions, interim remedy or resolutions; diffusing disputes and conflicts, addressing questions, issues and concerns, or using good judgement to escalate the matter to the appropriate manager/leader or security officers when necessary. The On-Duty Operations Manager "OD" is also expected to respond to and provide reliable discernment when complex issues arise. Additional responsibilities include ensuring a welcoming inclusive environment for members and staff, ensures the cleanliness of the JCC, and fosters a friendly and joyful environment for all members and staff.  

JCC Greater Boston is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston’s core values - Belonging, Joyfulness, Collaboration, and Transformation - which resonate with many who do not identify as Jewish.

Primary responsibilities include, and are not limited to:
Provide collaborative, communicative and decisive oversight of the building 

• Exhibit a vigilant and active oversight presence and visibility  

• Perform on-going building rounds during shift (at least once every 30 minutes) 

• Respond to calls and requests in a timely manner 

• Provide effective and timely resolution to complex situations/questions, and any concerns, conflicts and issues that arise in a fast-paced environment 

• Provide guidance to address or tactfully/effectively diffuse matters of conflict or disputes; provide interim remedy when needed; elevate issues to security or other leadership/management as needed 

Provide support, communication and decision making that prioritizes and supports community safety, and adheres to community standards for conduct and service  

• As the first point of contact of staff, promptly respond to any medical emergency in the building 

• Receive, address, document and share as needed any communication of issues during the shifts and ensure clear, detailed documentation of incident and process timely incident/accident reports for follow up 

• Address suspicious or unsafe behaviors or activity; contact JCC security as needed 

• Provide a responsible, reliable, decisive professional presence on the Health & Fitness wing 

• Oversee and ensure the cleanliness of the JCC; proactively initiate resolution to potential issues or hazards 

Foster a welcoming, friendly and respectful environment for all members and staff, modeling this at all times 

• Represent the JCC and Health & Fitness department in a positive and professional manner at all times 

• Present professional conduct by introducing yourself, greeting members by first name (if known), smiling, and engaging in friendly conversation 

• Listen to member concerns and suggestions in an attentive manner; effectively addressing concerns in a courteous manner and initiating either full resolution (if possible) or by providing interim remedy to effectively diffuse the situation   

• Acts as a strong, calm, decisive authority during challenging times, conflicts or disputes  

• Seek security and leadership support when needed 

Enforce all procedures and policies of the JCC  

• Enforce all Health & Fitness department policies and procedures 

• Effectively execute and follow all On-Duty Manager procedures 

• Report all accidents, incident paperwork, issues, and concerns directly to the OD Coordinator; following protocol to follow up with effective documentation 

• Professionally represent and wear the JCC staff shirt, nametag  

• Ensure that the building keys & radio are with you at all times while on shift 

Standard staff expectations include and are not limited to:

• Actively create an inclusive and welcoming environment where each individual is valued, respected, and part of the community. 
• Actively participate as an essential member of the Health & Wellness team, specifically, yet serve the entire community in this key role.  
• Support JCC Greater Boston’s mission, vision, and values of belonging, joyfulness, collaboration, and transformation, including through personal role modeling.  
• Participate in all assigned staff trainings and meetings; contribute to overall organizational success. 
• Record hours worked using the Paylocity system in accordance with the payroll schedule and as outlined during the employee onboarding. 
• Follow JCC Policies and practices/protocols; responsible for being punctual and giving notice of shift coverage when needed per JCC policy. 
• Other duties as assigned.      

This is a great chance to join JCC Greater Boston's respected and valued, people-orientated workplace of diverse community services providers, which is rapidly growing! 

This is a regular, non-exempt limited part-time position of 4-18 hours per week. Offering great perks, a supportive, vibrant in-person work environment, and a competitive starting pay rate of $20.00 per hour. The pay rate offered will ultimately be determined by relevant qualifications, experience, and JCC's internal equity.

About JCC Greater Boston

Since opening its doors in 1983, JCC Greater Boston has been committed to creating a vibrant, inclusive, diverse community by nurturing meaningful, lasting relationships. Through our network of early learning centers, day camps, regional teen and family programs, health and wellness offerings, and adult arts and ideas classes, JCC Greater Boston provides highly valued connections, learning, and experiences for the Jewish community and friends.

JCC Greater Boston staff enjoy working in an innovative, friendly, and welcoming environment where their talents and contributions are appreciated. In our recent employee survey, staff rated their direct management and organizational alignment experiences close to 90% positive. If you want to upgrade your working experience and have a better work-life balance, we encourage you to explore becoming part of the JCC team!

The JCC is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston's core values: Belonging, Joyfulness, Collaboration, and Transformation, which we hope resonate with all.

To learn more about what makes JCC Greater Boston a wonderful place to work, please visit our careers page at https://www.bostonjcc.org/careers/

JCC Greater Boston is an equal opportunity employer and does not discriminate against any individual or group on the basis of gender, sexual orientation, gender identity or expression, age, race, color, religion, national origin, ancestry, veteran status, marital status, pregnancy, genetic information, or disability. In a continuing effort to maintain and enrich a diverse environment, we actively encourage applications from women and members of underrepresented groups.

Education and Experience: Requires a high school diploma or equivalent and at least 1 year of successful experience overseeing a function or people. Equivalent combination of education and experience may be substituted at the JCC’s discretion to meet this minimum hiring criterion. 

• Currently holds a valid and active CPR/AED/First Aid Certification 

• Must have strong computer skills: proficiency in Microsoft Outlook, Word, and Excel 

Skills and Abilities:  Requires knowledge and familiarity with the needs of members and families, with the ability to translate ideas and feedback into innovative and meaningful experiences that meet the needs of members and families, including but not limited to: 

• Ability to tactfully handle challenging conversations and situations; trained in de-escalation or willing to be trained.  

• Demonstrates excellent organizational and time management skills.  

• Demonstrates the ability to multitask and manage situations effectively and diplomatically; ability to adapt to evolving needs and circumstances.  

• Demonstrates superb interpersonal and active listening skills, tactful effective communication, persuasion and negotiation skills. 

• History of effective decision-making skills and good judgement. 

• Demonstrates a commitment and excellent ability to build strong relationships with a variety of members. 

• Must be willing to work early mornings, evening and weekend hours. 

Physical Requirements: This position must be performed onsite. Must be able to work well in a busy, dynamic and sometimes noisy environment involving multiple tasks and priorities. Able to lift and carry up to 40 pounds. Able to sit and kneel, to get eye level with small children. Able to stand and walk for long periods of time (often for an entire shift). 

ADA Statement: Individuals must possess these criteria for knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation and using some other combination of skills and abilities. 

In addition to offering rewarding work and great career opportunities within our mission-driven, values-driven, and family-centric environment, JCC Greater Boston proudly offers employees the generous benefits listed below.

JCCGB Perks! Each employee is eligible for access to JCC Greater Boston's top class fitness, recreation and wellness facility in Newton! Seasonal benefits and access to the JCC Fitness Center includes:

·       Use of the Fitness Center at Leventhal-Sidman JCC during active seasonal employment.

·       Free or discounted camp enrollment for camp employees’ children – discount prorated base on regularly number of scheduled hours.

Benefits are subject to review and change by the Organization, and plan documents are the primary determinant.

A Great Place to Work! JCC Greater Boston is consciously evolving as a great place to work! In our recent 2023 employee engagement survey, at least 88% of our staff gave us top ratings on:

·       Supportive colleagues

·       Team camaraderie

·       How their managers treat them

·       Individual autonomy

·       Knowing what their work contributes to and how it impacts others

·       Pride in working for the JCC

·       Program and service quality

·       Holding ourselves accountable    

Our staff and leadership bring experience, excellence, and commitment to everything we offer and we are dedicated to a culture where all our employees may thrive. Our culture is built on our values, driven by our mission, and nurtured through the expert contributions of our professionals.