Operations Manager

Cherokee Federal•New York, NY

7h•Onsite

About The Position

The Operations Manager directs day-to-day facility, safety, staffing, and administrative operations within a 24-hour New York City Department of Homeless Services (DHS) shelter. Reporting to the Director of Operations, the role supervises Residential Aide (RA) Shift Supervisors, Residential Aides, and other designated operations personnel. It coordinates maintenance, sanitation, food-service monitoring, security, census and bed management, and operational records and inspection readiness. The manager implements established policies, identifies deficiencies, tracks corrective actions, and escalates unresolved risks to the Director of Operations and Site Director. The role coordinates repairs and vendor follow-up but is not expected to perform technical building repairs. The position coordinates operations across three shifts, supports staffing and emergency response, oversees facility and compliance processes, and maintains accurate operational records and reporting. It works with shelter leadership and internal and external partners to address operational barriers and support resident services. Work takes place in an active residential shelter and includes office and building areas, routine facility rounds, and computer-based reporting. The schedule may include nontraditional hours and assigned on-call coverage. The position requires a high school diploma or GED, working knowledge of applicable shelter and regulatory requirements, strong supervision and operational coordination skills, and the ability to obtain and maintain role-specific certifications. Relevant experience and supervisory experience are preferred, as are a related associate or bachelor’s degree and experience with NYC DHS shelters, inspections, maintenance, CARES, BCS, census and bed management, vendor coordination, and operational reporting.

Requirements

High school diploma or GED required.
Working knowledge of DHS and OTDA shelter requirements and applicable FDNY, DOB, HPD, DOHMH/DOH, and OSHA requirements.
Ability to identify facility hazards, prioritize work orders, track compliance findings, and coordinate timely corrective actions.
Strong staff supervision, scheduling, documentation, communication, conflict resolution, and crisis-management skills.
Proficiency with Microsoft Office and ability to learn DHS databases and operational reporting systems.
Ability to work in a diverse, trauma-informed, resident-centered environment and respond flexibly to nights, weekends, and emergencies.
Obtain and maintain role-specific required certifications within established timeframes, including applicable fire safety, food handling, CPR/First Aid, and naloxone training.
Must pass pre-employment qualifications of Cherokee Federal.
Prolonged periods of sitting at a desk and working on a computer; may occasionally require standing or moving about the office for extended periods.

Nice To Haves

Associate or bachelor’s degree in business, public administration, human services, facilities management, or a related field preferred.
Minimum three years of relevant experience in shelter, residential, facilities, or 24-hour operations; at least one year of supervisory experience preferred.
NYC DHS shelter experience, multi-shift team leadership, and experience coordinating inspections and maintenance strongly preferred.
Experience with CARES, BCS, census/bed management, vendor coordination, and operational reporting preferred.

Responsibilities

Coordinate daily operations across all three shifts to maintain safe, orderly, resident-centered, 24-hour coverage.
Supervise assigned RA Shift Supervisors, Residential Aides, and other designated operations personnel; conduct shift briefings, coaching, supervision, training, and performance follow-up.
Prepare and monitor schedules, attendance, relief coverage, shift assignments, and staffing contingencies; elevate vacancies, call-outs, and overtime concerns.
Review shift logs, handoff reports, rounds, resident interactions, visitor controls, and completion of assigned operational tasks.
Conduct and document routine facility walkthroughs, environmental rounds, room inspections, and common-area inspections; identify sanitation, safety, and maintenance deficiencies.
Initiate and track work orders; coordinate with property management, maintenance staff, landlords, and contractors; verify completion and escalate overdue or high-risk items.
Support readiness for DHS, OTDA, FDNY, DOB, HPD, DOHMH/DOH, and other applicable inspections, monitoring visits, and Callahan-related reviews.
Maintain inspection logs, compliance binders, required permits, equipment checks, corrective action trackers, and accurate BCS entries within assigned access and responsibilities.
Monitor food service operations, delivery records, temperature and sanitation logs, meal distribution, food monitoring entries, and permit renewal status; immediately escalate food safety concerns.
Coordinate with contracted security and site leadership regarding access control, visitor procedures, prohibited items, lobby coverage, and building safety.
Support emergency drills, evacuation plans, fire safety checks, emergency equipment readiness, and staff response training.
Respond to incidents and resident concerns; ensure immediate safety measures, timely leadership notifications, accurate CARES and other required reporting, and documented follow-up in accordance with DHS protocols.
Oversee accurate daily census, bed assignments, vacancies, move-ins and move-outs, room status, nightly rosters, and timely Vacancy Control Unit communications as assigned.
Review CARES, BCS, operational logs, shift records, room inspection reports, food monitoring records, and required submissions for completeness, consistency, and timeliness.
Track operational KPIs including staffing coverage, overdue work orders, inspection findings, incident reporting, certification renewals, room inspections, food monitoring, and data accuracy.
Maintain a staff certification and training matrix; track applicable FDNY F-80/F-02/FAD credentials, Food Handler, CPR/First Aid, naloxone, and other required credentials according to role and facility requirements.
Deliver refresher training on safety, de-escalation, crisis response, search procedures, shift documentation, and resident-centered operations.
Collaborate with the Director of Operations, Site Director, Social Services, Security, Facilities, and external partners to resolve operational barriers and support resident services.
Implement assigned corrective action plans, establish owners and deadlines, monitor completion, and report recurring issues and risks to leadership.
Participate in leadership on-call and after-hours emergency response as assigned; perform other related duties as assigned.
Support recruitment, onboarding, scheduling, training, performance evaluation, corrective action, and employee development in coordination with the Director of Operations and Human Resources.

Benefits

Up to a 6% 401(k) company match.
Paid time off.
Medical, dental, and vision insurance, plus prescription drug coverage.
Basic life and AD&D insurance, with supplemental life options.
Short-term and long-term disability coverage.
Paid holidays.
Employee Assistance Program (EAP).
Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
Professional development, training, and certification support.
Voluntary benefits including accident, critical illness, and identity theft protection. Benefits are subject to change and eligibility requirements apply.