Senior 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 Senior Operations Manager coordinates administrative oversight for all teams in the Department of Operations. This experienced manager serves as the operations unit budget manager, administrative policies coordinator, project manager for key initiatives, and the operations project portfolio coordinator, responsible for ensuring “dates, dollars, and deliverables” stay on target. This manager creates, improves, and enforces standard operating procedures (SOPs) for all operations programs, services, and administrative workflows (budgeting, invoicing, contracting, workplan monitoring).  

In addition, this manager monitors overall service-level agreement (SLA) compliance (in service tickets and project timelines), coaches staff when 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 Senior Operations Manager is considered a first responder in case of emergency/disaster and must respond to urgent situations.  

This manager must be willing and able to periodically work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. Regular and predictable attendance is essential. 

• Serve as the Business Unit Manager for operations, ensuring that each team is adhering to budget best practices as defined by the Department of Finance. Oversee workflow and quality assurance for all operations budgets, contracts, vendors, and invoice processing. Serve as lead liaison with the Finance department. 
• 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.  
• Ensure that lobby reception and mail/package operations (delivery, drop-off, routing, and security) are well-coordinated with safety team, facilities, finance, and fund development.  
• Ensures that all organizational-wide scheduling and event-planning are aligned; handles a fair amount of scheduling for executives.  
• Conduct quality-assurance checks and SLA training with staff and vendors.  
• Oversee lobby reception and/or other operations customer service functions.  
• Liaison and coordinate work with other departments, staff, neighbors, contractors/vendors, and other stakeholders.  
• Arrange and document protocols for space and storage, transportation, garbage disposal, calendaring, design and promotional materials, and other routine and/or special project operations work.  
• Ensure compliance with GLIDE’s Injury and Illness Prevention Program (IIPP).  
• 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 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. 

• 5+ years’ project management, operations management, financial management, or operations executive assistance experience or equivalent combination of education and related experience. 
• Contract, property, and budget management experience required.  
• Strong organizational and administrative skills, knowledge of standard office and bookkeeping, and/or SOP procedures. 
• Strong project management skills. Possesses excellent administrative, organizational and planning abilities. Ensures timely project documentation and hand-offs from non-baseline to baseline budgeting.  
• Strong budget, contract, and invoice management skills. Ability to learn. Co-create and enforce SOPs for responsible fiscal management.  
• Outstanding writing and communication skills are essential. Must be able to manager our client population and clearly and concisely draft project plans, policies and procedures. 
• Exemplary customer service skills, a “can-do” positive attitude, and a mission-driven desire to work hard to further Glide’s legacy of unconditional love and social justice.  
• Ability to use, lead, and administer technology systems aimed at optimizing customer service, project oversight, and KPI management.  
• Strong proactive sense of initiative and follow-through; ability to work collaboratively, effectively, and with integrity within GLIDE’s organizational structure. 
• Adaptable to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events. 
• Demonstrates sound judgment, including the ability to maintain confidentiality, acts with discretion at all times. 
• Works well under pressure and manages stress effectively in a demanding and fast paced environment. 

• 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), Concur, Intaact, ADP, and Adaptive Budgeting preferred. If not familiar, must learn.  
• Experience with virtual meeting set-up, facilitation and Zoom. 

• Activities that occur frequentlyare: standing, walking and handling.  
• Activities that occur occasionally are: climbing staircases, bending, squatting, crouching, kneeling, twisting, reaching straight, above, and below shoulder level with both shoulders individually or at the same time. 
• Ability to move about. Will come and go from the work area repeatedly throughout the day. Ability to move quickly to address emergencies.