Operations Supervisor

Position Summary:

The Operations Supervisor is responsible for the oversight and management of the operations of the program, including timekeeping, client flow and logistics, scheduling, supplies, and facilities. The Supervisor provides oversight and daily management to the Operations Team: Outreach Specialists, Timekeeping Coordinators, and Administrative Assistants. The Operations Team is responsible for ongoing implementation of client engagement and reengagement strategies to achieve engagement and reengagement goals, ensuring the capture of related milestones.

What You’ll Do:

Leadership & Operations Management

• Develop, implement, and maintain strategic plans and best practices for outreach, timekeeping, billing, administrative support, and reception, maintaining 90% compliance with contractual performance standards.
• Establish and communicate measurable weekly and monthly goals for the Operations Team, achieving 95% completion of established operational and client engagement targets.
• Collaborate with PACE Leadership to implement process improvements that increase client engagement by 10% annually.
• Perform other duties as assigned while meeting 95% of deadlines and quality expectations.

Staff Supervision & Performance Management

• Supervise, coach, and support Operations Team staff, maintaining 90% compliance with organizational policies, program procedures, and regulatory requirements.
• Conduct weekly supervision meetings and performance check-ins with 100% of direct reports.
• Complete formal and informal performance evaluations for 100% of direct reports each quarter, establishing at least one measurable development goal per employee.
• Identify staff training needs and ensure 100% completion of all required annual training.
• Foster employee engagement and professional development, improving staff satisfaction scores by 15% annually.

Outreach & Client Engagement

• Oversee outreach and participant re-engagement activities, ensuring the team achieves 95% of weekly and monthly engagement goals.
• Monitor outreach activities to ensure accurate documentation with 100% compliance with documentation standards.
• Support outreach strategies that contribute to a 10% year-over-year increase in participant engagement.

Client Services & Reception

• Oversee reception and front desk operations while maintaining professional customer service standards resulting in zero substantiated client complaints per quarter.
• Address client concerns and feedback, resolving 90% of complaints within three business days.
• Manage client scheduling to achieve 90% appointment adherence and maintain average client wait times of less than 15 minutes.

Timekeeping & Attendance

• Oversee daily client attendance and timekeeping processes, maintaining 90% accuracy in attendance records.
• Conduct weekly audits to ensure attendance records remain accurate and compliant.
• Ensure attendance information is entered within required program deadlines with 100% on-time submission.

Billing & Incentive Administration

• Oversee MetroCard and gift card distribution, billing, and reconciliation processes, ensuring 98% of transactions are processed within 24 hours.
• Maintain accurate inventory records with 98% reconciliation accuracy and compliance with organizational procedures.

Administrative & Office Operations

• Manage office supply inventory to prevent operational disruptions, maintaining inventory levels with a 10% monthly reorder threshold.
• Ensure administrative support functions operate efficiently with 95% on-time completion of assigned administrative tasks.
• Coordinate office operations to support uninterrupted program services.

Technology & Facilities Management

• Ensure technology resources remain operational with 99% system uptime.
• Coordinate with IT to resolve technology-related issues within 24 hours.
• Oversee building maintenance and coordinate repairs within 48 hours.
• Conduct 100% of scheduled monthly facility inspections to maintain safety and cleanliness standards.

Compliance & Documentation

• Maintain client progress notes and operational documentation with 100% compliance with documentation standards and required deadlines.
• Ensure all NYC HRA reports, statistical reports, and required documentation are submitted 100% accurately and on time.
• Monitor operational compliance through routine quality assurance reviews, maintaining 90% compliance with program requirements.

Reporting & Continuous Improvement

• Monitor operational performance using established KPIs and prepare accurate reports with 100% on-time submission.
• Analyze operational data to identify trends and implement improvements that enhance efficiency and client outcomes.
• Support organizational initiatives that improve operational performance and service delivery, contributing to 10% annual improvements in client engagement and operational effectiveness.

You're a Great Fit If You Have:

• Four-year college degree in Nonprofit Management or a related field or an equivalent combination of related education and experience.
• A minimum of 2 years of relevant experience in operations, human resources, education, or a related field.
• A minimum of 3 years’ management experience.
• Experience working with public assistance recipients, homelessness, justice involvement, individuals with disabilities/or those affected by challenges associated with unemployment and under employment preferred.
• Bilingual Spanish

Compensation:

$66,963 per year

Equal Opportunity Employer