Chief Operating Officer

Urban Pathways, Inc.•New York, NY

2d•Hybrid

About The Position

Reporting to the CEO, the Chief Operating Officer (COO) is a senior leader responsible for the overall operational leadership, strategic execution, and performance management of the organization’s supportive housing, outreach, and social service programs. The COO ensures that programs are delivered with excellence, compliance, and measurable impact, while aligning operations with the organization’s mission, regulatory requirements, and strategic growth priorities. The COO is instrumental in ensuring that the organization not only operates efficiently but delivers life-changing services to individuals experiencing homelessness. The COO provides direct oversight of Programs, Client Wellness, Policy, Information Technology, and Facilities, and plays a critical role in strengthening relationships with governmental oversight agencies, ensuring fiscal integrity of program contracts, and driving internal capacity-building initiatives. The COO will be an active listener, provide high-quality customer service, and respond by exhibiting cross-cultural awareness with the ability to promote and contribute to an equitable and inclusive anti-racist organizational culture and environment.

Requirements

Master’s degree required (Social Work, Public Administration, Public Health, Business Administration, or related field).
Minimum of 10–15 years of progressive leadership experience in social services, supportive housing, or related fields.
At least 5–7 years in a senior executive or operational leadership role.
Demonstrated experience managing government-funded programs and contracts.
Strategic and operational leadership.
Financial acumen and contract management.
Deep knowledge of homelessness systems and supportive housing models.
Regulatory and compliance expertise.
Strong relationship management with government agencies.
Clinical and programmatic oversight.
Crisis management and decision-making.
Equity-driven and trauma-informed leadership approach.
Computer skills and knowledge of Microsoft Office (e.g. Word, Outlook, etc.).
Excellent communication, interpersonal, and crisis intervention skills.
Ability to work independently and as part of a collaborative team.
Commitment to maintaining confidentiality and upholding ethical standards in delivery service.

Nice To Haves

Clinical licensure (e.g., LCSW) strongly preferred.
Bi/Multi-lingual a plus.

Responsibilities

Operational Leadership & Program Oversight
Provide executive oversight of all supportive housing programs, outreach initiatives, and social service delivery models.
Ensure high-quality, person-centered services grounded in best practices, including motivational interviewing, harm reduction, and trauma-informed care.
Monitor program performance through KPIs, outcomes, and data-driven decision-making.
Partner with program leadership to ensure appropriate staffing structures, service delivery, and operational efficiency.
Strategic Planning & Capacity Building
Serve as a strategic partner to the CEO in advancing organizational growth, scalability, and sustainability.
Lead internal capacity-building efforts to strengthen infrastructure, staffing models, and service delivery systems.
Identify opportunities for program expansion, innovation, and continuous improvement.
Align operations with the organization’s strategic plan and “Wildly Important Goals” (WIGs), including recruitment, retention, and service outcomes.
Government & External Relations
Build and maintain strong relationships with oversight agencies, including but not limited to:
Office of Mental Health (OMH)
Department of Homeless Services (DHS)
Human Resources Administration (HRA)
Department of Health and Mental Hygiene (DOHMH)
Private Donors and Philanthropic Grantmakers
Serve as a key liaison for audits, site visits, and contract compliance reviews.
Ensure responsiveness to funder requirements, reporting obligations, and regulatory expectations.
Financial Management & Contract Administration
Oversee fiscal operations related to program budgets, ensuring alignment with funding requirements and organizational goals.
Partner with the Chief Financial Officer (CFO) on:
Budget development and monitoring
Variance analysis and cost controls
Financial forecasting and sustainability planning
Ensure effective administration of government contracts, including compliance with funding guidelines and deliverables.
Monitor rental income, arrears, and subsidy utilization to support program stability.
Compliance, Risk Management & Governance
Work in close collaboration with Compliance, Human Resources, and General Counsel to:
Ensure adherence to policies, procedures, and regulatory standards
Oversee incident management and reporting protocols
Mitigate organizational risk and ensure audit readiness
Lead operational compliance efforts across programs, including documentation standards and case record integrity.
Clinical & Social Services Leadership
Provide leadership oversight of clinical and case management services within supportive housing and homeless programs.
Ensure coordination of:
Entitlements and benefits (SSI/SSD, public assistance, vouchers)
Housing placement and retention strategies
Crisis intervention and stabilization services
Support best practices in client engagement, including addressing complex needs such as mental health, substance use, and chronic homelessness.
Housing Operations & Tenant Relations
Oversee housing operations, ensuring compliance with:
Tenant rights and fair housing regulations
Low-Income Housing Tax Credit (LIHTC) requirements
Lease enforcement and landlord-tenant responsibilities
Manage processes related to:
Rental collection and arrears mitigation
Eviction prevention and housing court coordination
Tenant engagement and conflict resolution
Partner with property management to ensure safe, well-maintained living environments.
Information Technology & Facilities Oversight
Provide strategic oversight of IT systems to ensure:
Data integrity and security
System functionality (e.g., case management databases)
Support for operational efficiency and reporting
Oversee Facilities to ensure:
Safe, compliant, and well-maintained buildings
Timely response to maintenance issues
Alignment with regulatory and inspection standards
Leadership & Team Development
Supervise and develop senior leaders across Programs, IT, Policy and Facilities.
Foster a culture of accountability, collaboration, and continuous learning.
Support leadership development, succession planning, and staff engagement initiatives.
Promote an inclusive and equitable workplace.
Performs all other duties as assigned and as required.

Benefits

Healthcare Coverage: Medical, dental, and vision insurance plans to keep you and your family in good health.
Retirement Savings: A 403(b) plan and a 401(a) with employer annual contribution to help you plan for a secure financial future.
Paid Time Off: Generous paid time off, including vacation, holidays, and personal days.
Professional Development: Opportunities for continuous learning and professional development to enhance your skills and advance your career.
Flexible Work Arrangements: Work-life balance is important to us, and we offer flexible work arrangements to accommodate your needs.
Wellness Programs: Employee wellness programs, including fitness initiatives and mental health support.
Employee Assistance Program (EAP): Confidential counseling and support services for personal or work-related issues.
Employee Recognition: Recognition programs to celebrate and reward outstanding contributions.

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