Harbor Place Operations Manager

Champlain Housing Trust•Shelburne, VT

About The Position

The Harbor Place Operations Manager leads the day-to-day operations of Harbor Place, a hotel whose guests are primarily individuals and families experiencing homelessness. The Manager is responsible for maintaining a safe, welcoming, efficient, and well-maintained environment for guests, staff, and community partners. The role integrates social services, hospitality, facilities management, guest relations, and team leadership to support high-quality service delivery and operational excellence. The position oversees building operations, maintenance, custodial functions, technology and security systems, contracted services, inspections, purchasing, inventory, and operational resources. It also leads staff recruitment, onboarding, training, scheduling, supervision, coaching, and performance management; supports guest services, occupancy management, community partnerships, trauma-informed practice, de-escalation, and site programming; and develops and monitors operating budgets, approves invoices, and supports billing, reporting, compliance, and confidentiality requirements. This is a full-time, exempt role in a mission-driven nonprofit emergency housing environment. Some evening and weekend hours are required, along with participation in an on-call rotation. The role involves regular movement throughout the facility and may require responding to resident, staff, or facility emergencies during evenings, nights, weekends, or inclement weather.

Requirements

Bachelor's degree or equivalent experience in social work, human services, hospitality, business, property management, or a related field.
Five years of relevant operational leadership experience.
At least three years of supervisory experience.
Experience providing direct service to vulnerable populations.
Ability to create and manage an operational budget, manage vendor relationships, and anticipate and mitigate operational challenges.
Solution-oriented approach to crisis management and ability to remain calm and exercise good judgment under pressure.
Commitment to providing excellent service to staff and guests.
Ability to perform the essential functions of the position with or without reasonable accommodation, including regular movement throughout the facility and occasional lifting or carrying of items weighing up to 50 pounds.
Ability to operate standard office equipment, use a computer for extended periods, communicate effectively in person, by telephone, and electronically, and observe facility conditions and resident activities.

Nice To Haves

Shelter operations experience.
Experience applying trauma-informed practices.

Responsibilities

Oversee building operations, maintenance, custodial functions, technology systems, security systems, and contracted services.
Coordinate vendors, contractors, service providers, and internal departments.
Implement preventive maintenance, safety, security, and sustainability initiatives.
Conduct or oversee property and room inspections.
Oversee purchasing, inventory, linen services, and operational resources.
Respond to emergencies and coordinate with first responders.
Lead recruitment, onboarding, training, scheduling, and retention efforts in accordance with CHT policies.
Provide coaching, supervision, and performance management in accordance with CHT policies.
Ensure cross-training and continuity of essential operations.
Build a positive, collaborative, and safety-conscious staff culture.
Ensure exceptional guest service and occupancy management.
Build partnerships with healthcare, housing, and social service agencies.
Utilize trauma-informed practices and de-escalation techniques.
Enforce guest agreements and operational policies respectfully and consistently.
Assist in creating and implementing site programming to support guests.
Develop and monitor annual operating budgets in collaboration and consultation with the Associate Director and accounting team.
Approve invoices and monitor expenditures.
Support billing, reporting, compliance, and confidentiality requirements.