Assistant Manager, Ambassadors

GLIDE • San Francisco, CA

1d • Onsite

About The Position

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.

As an Assistant Manager for Cecil Williams Ambassador Program, you serve as the day-to-day operational field leader for an assigned shift, supporting the execution of outreach operations throughout the Tenderloin neighborhood of San Francisco. The Assistant Manager works under the direction of the Field Manager to supervise field operations for an entire shift. This role helps translate the Field Manager’s strategic priorities and deployment plans into consistent daily and weekly operations. The Assistant Manager helps ensure that outreach services, operational standards, data collection, and safety protocols are implemented consistently across all staff, zones, and shifts. We currently have 2 vacancies open for this role.

Requirements

• Prior experience and track record of achievement in community outreach, homelessness services, behavioral health, public safety, street outreach, social services, or related fields preferred.
• Prior experience serving as a lead, supervisor, senior outreach worker, shift lead, coordinator, or similar operational support role strongly preferred.
• Knowledge of the Tenderloin neighborhood, including local resources, service providers, and community dynamics preferred.
• Strong communication, interpersonal, supervisory, and de-escalation skills.
• Ability to effectively engage with diverse populations, including individuals experiencing homelessness, addiction, trauma, or mental illness.
• Strong organizational, administrative, written/verbal communication, and data entry skills.
• Ability to work independently and collaboratively in a fast-paced, high-demand environment. Strong problem-solving, situational awareness, and conflict resolution skills.
• Ability to maintain professionalism and composure during emotionally charged situations.
• Flexibility to work varying shifts, including evenings, weekends, and holidays as needed.
• Proficiency and adaptability with smartphones, tablets, Microsoft Office, and/or case management and reporting systems preferred.
• Current CPR, First Aid, Narcan, and De-Escalation certification preferred or willingness to obtain within required timeframe.
• Completion of GLIDE Comprehensive Case Management training required within 90 days of hire.
• First Aid/CPR, De-Escalation, and Narcan certification required within first 90 days of employment.
• Peer-to-peer support specialist, community health worker, or other CA state certification preferred; must attain within 6 moths of hire.
• Possession and maintenance of a valid California Class C driver’s license and satisfactory driving record required for employment.

Nice To Haves

• Knowledge of the Tenderloin neighborhood, including local resources, service providers, and community dynamics preferred.
• Proficiency and adaptability with smartphones, tablets, Microsoft Office, and/or case management and reporting systems preferred.
• Current CPR, First Aid, Narcan, and De-Escalation certification preferred or willingness to obtain within required timeframe.
• Peer-to-peer support specialist, community health worker, or other CA state certification preferred; must attain within 6 moths of hire.

Responsibilities

• Support the Field Manager and Director in fulfilling the mission, vision, operational goals, and contractual requirements; execute daily field operations based on written strategic priorities, SOPs, and KPIs; identify and document emerging neighborhood conditions, service demands, and operational needs.
• Serve as supervisor and operational point of contact for am or pm shift. Provide day-to-day supervision, guidance, mentoring, and field support to Community Ambassadors. Reinforce adherence to SOPs, outreach standards, safety protocols, professionalism expectations, and service delivery requirements through real-time coaching and problem-solving.
• Keep accurate attendance, deployment records, and service data for all assigned Ambassador routes and shifts. Maintain accurate records, reports, schedules, and operational documentation in alignment with program standards and KPIs.
• Train staff in service delivery, engagement and case management, and data collection to ensure standards are implemented consistently across all staff, zones, and shifts.
• Work alongside ambassadors to engage housed and unhoused residents, businesses, landlords, visitors, and community stakeholders with empathy, professionalism, and a service-oriented mindset. Conduct and model case management activities to connect individuals to shelter, food resources, medical care, behavioral health services, substance use treatment, case management, and other community supports.
• Drive mobile outreach vehicles and manage fleet and supplies usage, stocking, check-in, and check-out procedures.
• Participate in outreach events, neighborhood activations, stakeholder meetings, and community engagement opportunities; support field operations, including mobile van routes, activation, supply management, equipment tracking, and operational readiness.
• Provide ongoing supervisory feedback, field observations, and performance coaching to Community Ambassadors to reinforce accountability, professionalism, operational consistency, and adherence to program expectations.
• Document and communicate performance concerns, operational challenges, and employee development opportunities to leadership in a timely, objective, and professional manner.
• Support progressive accountability efforts through consistent coaching, corrective guidance, follow-up conversations, and reinforcement of program standards and SOP compliance.
• Assist leadership with employee evaluations, performance reviews, documentation, and development planning by providing operational insight, field-based observations, and recommendations regarding employee performance, strengths, growth areas, and training needs.
• Assist with quality assurance efforts related to KPI tracking, outreach documentation, referrals, case notes, and operational reporting.
• Monitor field activity and neighborhood conditions, identifying operational concerns and emerging community issues and communicating observations to leadership.
• Assist with onboarding and reinforcement of training related to de-escalation, outreach engagement, customer service, cultural competency, documentation practices, and operational procedures.
• When assigned, coordinate with city agencies, law enforcement, nonprofit partners, businesses, residents, SROs, and GLIDE departments to support field operations and community engagement efforts.
• Participate in regular meetings, trainings, and organizational development activities.
• Model GLIDE’s values of unconditional love, radical inclusivity, professionalism, accountability, and community leadership.

Benefits

• GLIDE Comprehensive Case Management training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed