Operations Manager - Facilities

Glide•San Francisco, CA

3d•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. Position Summary : GLIDE’s Operations Manager is a n energetic go-getter responsible for coordina ting customer service , dispat ching technicians, enforc ing campus-wide SOPs, and overseeing the operations hub that supports all GLIDE programs and departm ents . This experienced manager monitors Zendesk workflow and KPIs , dispatches service technicians, monitors GLIDE’s main phone line, provides back-office support for lobby reception (counter 1) and Operations leadership , coordinates updates , organizes files, serves as backup support for lobby reception , manages the mail room, centralize s supplies ordering and invoice coding, and helps coordinate vendor ordering and price negotiations . Overall, this m anager creates, oversees , improve s , documents, and enforce s workflows, standard operating procedures (SOPs), and customer service standards for excellent facilities, fleet, IT , back office, and project management support . The ability to provide timely and effective staff feedback, coaching, and disciplinary action is essential for success in this role. GLIDE’s Operations Manager serves as part of GLIDE’s emergency response team in case of a disaster . This manager must work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. Regular and predictable attendance is essential.

Requirements

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
Strong organizational and administrative skills, knowledge of standard office and bookkeepi ng, 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 essentia l . 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 ; a bility to work collaboratively, effectively, and with integrity within GLIDE’s organizational structure
Adaptable to changes in the work environment, manages competing demands and can manage 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

Nice To Haves

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

Responsibilities

Manage s Zendesk to ensure adherence to customer service best practices and SLAs ; monitor KPIs, encourage online video training; provide written , data-based feedback to operational units; promote effective use of data dashboards; help create a culture of feedback and learning.
Administers technology systems necessary to improve workflow, collect data, provide updates, and monitor service levels ; submit s data and coordinates data entry and reporting ( Jia, ONE, CARBON, SharePoint, etcetera) ; c ollaborate s with staff to collect and analyze data .
Updates intranet with operations related content for facilities, fleet, IT, project management, zendesk , etc.
Serves as a n administrative escalation point and backup for lobby ; helps ensure that lobby reception , All Staff communications, and mail/package operations ( delivery, routing , and security) are coordinated with safety team, facilities, and local postmaster by monitoring quality assurance and coaching staff.
Coordinates fleet reservations and maintenance through Zendesk and Intranet ; continuously adds new functionality to Zendesk and Intranet for the purpose of providing better, more efficient services.
Coordinates operations support for organizational-wide events ; handles a fair amount of calendaring ; coordinates schedules, monitors deadlines, participates in staff meetings, lectures and workshops.
Enforces and routinely updates SOPs, at least quarterly; c onduct s quality-assurance checks and SLA training with staff and vendors .
C oordinate s work with other departments, staff, neighbors, contractors/vendors, and other stakeholders.
Use s GLIDE’s IT systems according to best practices; expert use MS Office, Asana for project management, Concur for invoicing, SharePoint for document sharing, and Outlook calendaring tools. This manager must be able to quickly learn and use core IT systems for maximum efficiency.