Operations Manager - Facilities

About Glide
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.

Work Environment
GLIDE’s buildings are located in the Tenderloin neighborhood.  GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

• 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.
• 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  required .

• 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.  E nsures   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. 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 .
• Activities that occur  frequently   are:  standing,  walking  and handling.

• Activities that occur occasionally  are:  climbing staircases ,  bending, squatting, crouching, kneeling, twisting, reaching straight, above, and below shoulder level with both shoulders individually  or  at the same time .

• Ability to move about. Will come and go from the work area repeatedly throughout the day. Ability to move quickly to address emergenc ies .

This is a full-time (40 hour/week), Exempt position.