Operations Manager

Overview

About Rising Ground

Founded as an orphanage in 1831, Rising Ground has been at the forefront of evolving community needs. Driven by the belief that each of us can thrive when life has hope and opportunity, Rising Ground provides caring support and proven paths to positive change, helping children, adults, and families rise above adversity. Each year, Rising Ground is a positive force in the lives of more than 72,000 individuals. We do this through 101 programs across 138 sites throughout New York City and Westchester. Our strong belief and commitment to diversity is shown not just through our work with supported persons but is integral to the building of a strong staff that reflects the communities we serve. Rising Ground is headquartered in New York City.

Summary/Objective

The Operations Manager reports to the VP, Operations and is responsible for managing, coordinating, and supporting general administrative functions of the organization and operations of Rising Ground Hub Locations. The successful candidate is a champion for customer service and high standards of operation and efficiency.

Responsibilities

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Prioritize and champion excellent customer service, both externally as the first point of contact for outsiders with Rising Ground, and internally as a support arm to staff across all office and programmatic locations.
2. Oversight of administrative functions serving the entire organization, including but not limited to document storage and retention, processing insurance, liability, workers comp endorsements, and postage/shipping.
3. Supervise and support administrative staff, including Hub Supervisors, Front Desk Associates, Mail Clerks at Hub Locations, and Administrative Headquarters; maintain relief schedules and arrange for substitutions in times of emergency, vacation, or illness.
4. Spearhead and manage operational functions across hub locations, including front desk administration, incoming call center, conference room and desk booking, and visitor management.
5. Maintain high standards for excellent communication, office cleanliness, and efficiency of operation; establish feedback loop on office operations and continually analyze and improve upon protocols to improve office culture and productivity.
6. Liaise and collaborate with other lead team members of the operations departments to triage and solve challenges and bring about greater accountability and customer service for staff and Persons Supported.
7. Manage special projects, as assigned by VP, Operations and other administrative leaders, focused on improvement of systems and protocols at office locations.

Additional Duties

1. Develop and implement consistent, first point of contact protocols and standards for Rising Ground reception areas, providing excellent customer service and exhibiting professional/compassionate conduct representing Rising Ground mission and values.
2. Manage Document Storage and Retention Project, including program administration responsibilities for coordinating new accounts, permissions, training, and troubleshooting technical or programmatic issues.
3. Serve as admin lead on room/desk booking software, responsible for coordinating new accounts, permissions, training, updating rooms and landing spots, and troubleshooting issues; oversight and coordination of event/training utilization within hub locations.
4. Coordinate and monitor supply ordering, including stocking of supplies in staff lounges, office supplies, paper, and cleaning supplies.
5. Liaise and monitor performance of vendors, including but not limited to cleaning companies, copier, water cooler, kitchen supply, plants, and delivery coordination.
6. Participate as a member of the Safety, Security and Emergency Preparedness Committee, assisting in coordination with planning efforts, implementation of new systems, conducting drills and exercises, and guiding/teaching staff best practices to better manage unforeseen incidents or emergencies.
7. Coordinate property management matters with landlord/super, as needed, for hub locations in commercial office buildings.
8. Assist with coordination and collaborate with Fleet Unit for Interoffice Delivery route.
9. As needed, fill in as front desk support and answer incoming calls, directing inquiries to appropriate staff/departments.
10. Develop and conduct office open/close procedures to ensure sites are accessible during business hours and secured during overnight hours.
11. Manage paper, hospitality, office supply, and cleaning supply inventory for all Departments within hub sites or program locations.
12. Maintain the reception and various common office areas.
13. Maintain and update staff phone/email directories and seat assignments.
14. Receive, catalog, and distribute incoming shipments to receivers.
15. Manage conference room booking and provide support by ensuring staff have access to the online booking system, troubleshoot conflicts, and coordinate provision of any additional support services for specialized meetings.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

1. Strong organizational skills, advanced written and verbal communication skills.
2. Strong computer skills (i.e., MS Word, Excel, Outlook) and the ability to learn new programs.
3. Strong customer service orientation; demonstrates compassion and understanding towards program staff and other stakeholders, even under frustrating and/or challenging circumstances.
4. Excellent multi-tasking and time management skills; prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
5. Strong presentation skills and professional acumen.
6. Excellent team player with the ability to work independently.
7. Quality control - demonstrates accuracy and thoroughness and monitors own work to ensure quality.
8. Safety - actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
9. Problem solving - identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
10. Interpersonal Skills - maintains confidentiality, remains open to the ideas of others, and exhibits willingness to try new things.
11. Adaptability - adapts to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.

Additional Requirements

1. Authorized to work in the U.S.
2. Ability to work in-person in New York City (NY) for at least 3 days or more per week.
3. Ability to travel to other Rising Ground sites (if required).

Our Commitment to Diversity, Fairness, and Belonging

Rising Ground is comprised of unique and valued individuals who together make the organization effective in assisting the children, adults, and families who come to us for support. We believe that only when all employees contribute fully as their true selves can Rising Ground's true strength, vision, and values come to fruition.

Equal Employment Opportunity Statement

It is the policy of Rising Ground that the Agency wholly complies with equal treatment of all employees and applicants for employment without unlawful discrimination as to an individual’s perceived or actual race, creed, color, national origin, alienate, citizenship status, gender, gender identity, age, disability, marital status, partnership status, sexual orientation, ethnicity, religion, or veteran status in all employment decisions.

Qualifications

Supervisory Responsibility

This role will supervise Hub Supervisors at hub locations in the Bronx, Harlem, Jamaica, and Brooklyn the Administrative Headquarters in Herald Square. The position itself will be based at Rising Ground’s Herald Square Headquarters.

Work Environment

While performing the duties of this job, the employee regularly works in an office setting but can also be required to travel throughout organization sites.

Physical Demands

Ability to carry up to 10 or 15 pounds.

Position Type/Expected Hours of Work

This is a full-time position, 35 hours per week. Monday through Friday, hours 9:00am-5:00pm with some variation as needed. Occasional availability after hours or weekends.

Travel

Will be required to travel between Rising Ground sites and offices as necessary.

Required Education and Experience

1. High School Diploma or equivalent is required.
2. The applicant must have a minimum of 3 years relevant experience.
3. Valid NYS Driver’s License.
4. Must be proficient in Microsoft Office Suite, emails, and calendaring.

Preferred Education and Experience

1. A bachelor’s degree is preferred.

SALARY: $70,000 - $75,000