Operations Manager (Phoenix & Tucson)

Florence Project • Phoenix, AZ

4d • Hybrid

About The Position

The Florence Project was founded in 1989 to respond to a representation crisis for indigent non-citizens detained at the rural Immigration and Customs Enforcement (ICE) Detention Center in Florence, Arizona. Through our programs today, we provide services to thousands of adults, youth, and children detained in Eloy, Florence, Phoenix, and Tucson, Arizona on any given day. In 2001, the Florence Project implemented our Integrated Social Services Program, one of the first of its kind in this field. The Florence Project provides high quality legal and social services and supports initiatives for national changes in immigration law and policy. 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level