Operations Manager

About GLIDE: 

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization. 

Position Summary: 

GLIDE’s Operations Manager manages GLIDE’s lobby workflow, including reception, mail/package delivery and security, guest management, client-relations, and adherence to all operations and safety standard operating protocols (SOPs). In addition, this manager monitors overall service-level agreement (SLA) compliance (in service tickets and project timelines), creates tickets and dispatches staff, creates data-based documentation of service-level gaps and draft action plans for corrections, performance improvements are needed, manages lobby reception and mail room operations, centralized office supplies and coordinates the work of staff, contractors, vendors, safety consultants, and building inspectors to ensure GLIDE’s fleet, facilities, and IT infrastructure are well-maintained and in compliance with all regulatory standards. The Operations Manager is considered a first responder in case of emergency/disaster and must respond to urgent situations. This person must be willing and able to periodically work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. 

• Manage lobby operations to ensure that clients, volunteers, visitors, and employees feel welcomed and have a positive lobby experience; ensure lobby reception and mail/package operations (delivery, drop-off, routing, and security) are well-coordinated with safety team, facilities, meals, finance, fund development, programs, and other key stakeholders. Oversee lobby reception, sign-in, waiting, and customer service functions.  
• Manage Zendesk to ensure adherence to customer service best practices, SLAs, and appropriate documentation of services provided; encourage online and video training; provide written and data-based feedback to operational units; promote effective use of data dashboards; help create a culture of feedback and learning.  
• Serve as Lobby Safety Coordinator on relevant safety and surroundings committee. Arrange and ensure timely training, document feedback on surveys and safety incident reports per standard operating protocols.  
• Dispatch internal services and coordinate external arrivals through radio, Zendesk, scheduling, email, and other notification systems.  
• Ensure appropriate security protocols are followed for all first-floor operations.  
• Conduct quality-assurance checks and SLA training with staff and vendors.   
• Liaison and coordinate work with other departments, staff, neighbors, contractors/vendors, and other stakeholders.  
• Produce documentation (project plans, flyers, posters, and other printed and online material) for all teams in the department of operations. Serve as lead on building signage creation, rotation, removal.   
• Ensure compliance with GLIDE’s Injury and Illness Prevention Program (IIPP) and all other workplace policies and standard operating procedures; ensure compliance with local parking rules throughout the GLIDE campus; alert safety team through ticketing and dispatch when violators must be cleared from illegal or inappropriate parking.  
• Meet professional obligations through efficient work habits such as keeping to agreed upon work schedules, meeting deadlines, honoring schedules, attending and actively participating in staff and individual meetings, lectures and workshops. 
• Maintain a clean and orderly work environment, free of food, clutter, or strong scents. Present oneself with professionalism, including speaking clearly, making eye contact, and treating colleagues with courtesy.  
• Use GLIDE’s IT systems according to best practices; expert use of Zendesk for ticketing, Asana for project management, Concur for invoicing, SharePoint for document sharing, and Outlook calendaring tools. This manager must be able to learn and use core IT systems for maximum efficiency. 
• Oversees the work of one to three staff. 

• Exceptional customer service and workflow management skills; superb client management, visitor management, and de-escalation skills.  
• Ability to collaborate with safety team members; serves as a second set of eyes on security cameras to support and re-enforce safety operations.  
• Superb written communication skills. Must be able to write clearly and concisely. Proficiency in grammar and spelling is required. Must be able to draft pamphlets, signage, flyers, slide decks, memos, project proposals, project plans, policies, procedures, and communications for executive review.  
• Strong budget, contract, and invoice management skills. Ability to learn, create and enforce SOPs for responsible fiscal management.  
• Reception, security, and/or customer service intake/dispatch experience required.  
• Strong organizational and administrative skills, knowledge of standard office and bookkeeping procedures; 
• 5+ years’ project management, operations management, financial management, or operations executive assistance experience or equivalent combination of education and related experience; 
• Ability to use, lead, and administer technology systems aimed at optimizing customer service, project oversight, and KPI management.  
• Ability to multi-task and prioritize conflicting deliverables or objectives within specific timelines, to work independently with minimal supervision on deadline-critical projects,  
• Strong project management skills. Possesses excellent administrative, organizational and planning abilities. Prioritizes and plans work activities and uses time efficiently. Applies basic time management skills for timely turnaround of tasks; keeps others on-time and on-budget; ensures excellent and timely project documentation and hand-offs from non-baseline to baseline budgeting.  

• Works well under pressure and manages stress effectively in a demanding and fast-paced environment. 
• Ability to perform mathematic calculations with speed and high degree of accuracy 
• Advanced skills in complete suite of MS Office, including strong Excel, Word, Outlook, PowerPoint, et cetera and the ability to quickly learn new software to support organizational best practices and innovation. Knowledge of Zendesk, Asana (or other project management software)