Operations Manager (Phoenix & Tucson)

Florence Project•Phoenix, AZ

5d•$64,459 - $79,047•Onsite

About The Position

The Operations Manager is responsible for the day-to-day management and execution of the organization's operational systems, including administrative infrastructure, front desk and mail processes, staff onboarding and offboarding, technology (hardware, software, and communications systems), and staff work environments across in-office and remote settings. The Operations Manager directly supervises office administrative staff, oversees front-end operations, and manages back-end operational tasks and special projects that ensure the organization runs efficiently and consistently. This role provides reliable, high-quality internal and external customer service and works closely with Human Resources, Finance, Legal, and Social Service teams to support program delivery and organizational operations. This position is designated as in-office and can be based in the Phoenix Office or Tucson Office, but supports the Florence Project’s three offices, with frequent travel to the other FIRRP offices.

Requirements

Bachelor’s Degree or 3-5 years of equivalent experience.
Outstanding customer service and resolution capability.
Aptitude for critical thinking, problem solving, and decision-making.
Strength of character, ethics, and commitment, and reliability.
Ability to develop and implement processes for organizing and tracking records and other data as needed.
Ability to communicate effectively verbally and in writing. Excellent phone and email etiquette.
Demonstrated commitment to advocating for indigent immigrant clients in a respectful and empowering way, zealous support of the Florence Project’s mission, and displays a commitment to diversity and inclusion.
Strong interpersonal skills and the ability to work with diverse populations.
Highly organized, able to be an innovative thinker and work in high volume setting with limited resources.
Excellent problem-solving skill and is able to effectively manage multiple projects and meet deadlines.
Demonstrate to be a hardworking, flexible, respectful team player that can work effectively in a collaborative, innovative, and client centered work environment.
Ability to prioritize and work independently, be adaptable and reliable in the face of conflict, pressure, crisis or changing priorities.
Exhibits high ethical standards and the ability to maintain confidentiality.
Must be able to pass federal and state background checks.
Travel is required for this position.
Must have a valid driver license and reliable transportation.
Proven computer skills. Advanced understanding of basic office applications.

Nice To Haves

Management or Supervisory experience
Project Management experience
Bilingual proficiency or fluency in Spanish preferred

Responsibilities

Oversee organization-wide administrative and front desk operations, including incoming and outgoing mail, scanning, logging, filing, phone and voicemail handling, reception services, and shared inbox management
Develop and maintain organization-wide systems and procedures for mail processing, phone coverage, and reception services
Manage administrative staff schedules to ensure consistent front desk coverage during business hours
Monitor service quality, accuracy, and timeliness; address issues, complaints, and service breakdowns directly
Ensure compliance with safety, security, and confidentiality procedures for staff, clients, and visitors
Assist with planning and logistics for meetings, events, trainings, and staff activities as needed
Directly supervise office coordinators and administrative staff across all offices
Conduct regular one-on-one meetings, coaching, and performance management
Train staff on operational systems, procedures, and service standards
Assign, monitor, and rebalance workloads to meet operational demands
Address performance issues promptly and consistently
Oversee daily facilities operations for leased and owned spaces, including maintenance, repairs, safety protocols, and access control
Serve as primary operational contact for property managers, facilities vendors, and service providers
Coordinate day-to-day technology needs with IT vendors, including hardware, software, phones, and communications tools
Ensure staff have access to appropriate tools, systems, equipment and supplies to perform their work
Coordinate purchase, deployment, and training related to office equipment and technology
Track vendor contracts, renewals, leases, and service performance; escalate issues as needed
Oversee off-site storage units and physical asset management
Oversee operational onboarding and offboarding processes, including equipment setup, access provisioning, asset return, and account closure
Maintain accurate inventory and asset tracking records
Coordinate operational needs with Human Resources, Finance, Legal, and Social Services teams
Communicate operational procedures, updates, and changes clearly to impacted staff
Support operational projects and improvements that strengthen consistency and reliability
Support special projects related to operational continuity, transitions, or emergencies
Perform other duties as assigned

Benefits

Medical plans including health, dental, vision coverage, subject to plan terms
Short Term Disability
Eligibility for group benefits such as voluntary life insurance, subject to applicable waiting periods
Retirement plan, subject to plan terms
Paid Time Off earned on a biweekly accrual basis- Twenty-five (25) Days of Vacation Time, annually
Five (5) Days of Medical/Sick Time, annually
One (1) Day of Personal Time, monthly
Eight (8) Week Paid Sabbatical, after three years of employment
Bereavement leave.
Fifteen (15) Organization-paid holidays, all observed
Eligible for Parental Leave which includes Thirteen (13) paid weeks
Mileage reimbursement for travel between offices and places of work.
Relocation Assistance for out of state new hires available for some positions.