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.
Position Summary:
GLIDE’s Operations Manager is an energetic go-getter responsible for coordinating customer service, dispatching technicians, enforcing campus-wide SOPs, and overseeing the operations hub that supports all GLIDE programs and departments. This experienced manager monitors Zendesk workflow and KPIs, dispatches service technicians, monitors GLIDE’s main phone line, provides back-office support for lobby reception (counter 1) and Operations leadership, coordinates updates, organizes files, serves as backup support for lobby reception, manages the mail room, centralizes supplies ordering and invoice coding, and helps coordinate vendor ordering and price negotiations. Overall, this manager creates, oversees, improves, documents, and enforces workflows, standard operating procedures (SOPs), and customer service standards for excellent facilities, fleet, IT, back office, and project management support. The ability to provide timely and effective staff feedback, coaching, and disciplinary action is essential for success in this role. GLIDE’s Operations Manager serves as part of GLIDE’s emergency response team in case of a disaster. This manager must work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. Regular and predictable attendance is essential.
### Essential Duties and Responsibilities
Manages 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; submits data and coordinates data entry and reporting (Jia, ONE, CARBON, SharePoint, etcetera); collaborates with staff to collect and analyze data. Updates intranet with operations related content for facilities, fleet, IT, project management, zendesk, etc.
Serves as an 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; conducts quality-assurance checks and SLA training with staff and vendors.
Coordinates work with other departments, staff, neighbors, contractors/vendors, and other stakeholders.
Uses 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.
### Minimum Qualifications
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 bookkeeping, and/or SOP procedures;
Strong project management skills. Possesses excellent administrative, organizational and planning abilities. Ensures 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 essential. 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; ability 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.
### Physical Requirements
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 emergencies.
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.
