Position Summary

The Manager, Office and Facilities Operations is a key role responsible for overseeing the organization’s daily operations, ensuring efficient administrative functions, and managing the office and Front Desk to support Residents, staff, leadership, alumni, donors, sponsors, contractors, vendors, and other stakeholders. This role ensures a well-organized and efficient work environment that fosters productivity, professionalism, and excellent service delivery. Reporting to the Executive Director, and working closely with additional functional areas, the Manager, Office and Facilities Operations maintains operational excellence to ensure a safe, compliant, and effective working environment while improving processes and infrastructure.

Essential Responsibilities & Duties Operations & Administration

• Oversee daily office, facilities, housekeeping, and Front Desk operations, ensuring efficiency, professionalism, and timely delivery of a high level of service
• Develop, implement, and refine policies, procedures, and operational systems to optimize workflow and effectiveness for improved reporting, clarity, and accountability.
• Act as a central liaison across departments, ensuring seamless communication and coordination
• Oversee outsourced IT provider to ensure smooth computer systems, software, and network infrastructure operation
• Provide basic technical troubleshooting and/or training on common issues and provide initial support to staff and Residents
• Work closely with finance and accounting on accounts payable, receivable, collections, expense reporting, reimbursements, and additional accounting and financial documentation
• Manage government and regulatory compliance, including business licenses, charitable registrations, and additional filing and reporting requirements
• Develop and implement technology-driven solutions to improve operational efficiency including office automation and digital transformation

Front Desk & Customer Service

• Oversee Front Desk operations and evening/weekend schedule to maintain a welcoming, organized, professional environment
• Serve as the first point of contact for visitors, Residents, and staff
• Answer and direct incoming calls, taking messages and providing accurate information as needed
• Manage guest registration, including checking in/out, issuing access cards, and maintaining accurate records
• Provide high-quality customer service by addressing inquiries, scheduling appointments and managing visitor interactions
• Identify and implement process improvements to enhance the efficiency and experience of stakeholders
• Receive, distribute, and manage incoming mail, packages, and deliveries promptly and accurately
• Ensure appropriate documentation and tracking for all incoming and outgoing packages
• Coordinate with couriers and shipping providers as necessary
• Prepare and present operational reports to the Executive Director, ensuring data-driven decision-making

Facilities & Office Management

• Track and manage organizational assets, including equipment, IT infrastructure, and supplies
• Oversee donation acknowledgments and support External Affairs with mailings, including mail-merging, printing, and distribution
• Collect quotes, draft and manage SOWs and RFPs, and oversee procurement and purchasing efforts
• Ensure compliance with company policies, procedures, legal requirements, and fire, life and safety policies and procedures, including regular drills, inspections, and risk management initiatives
• Implement and manage a general service request "ticketing system" to track, monitor and analyze service requests for improved response times, communications, quality control, and operational insight
• Manage and monitor the budget for office supplies, equipment, and operational expenses
• Organize and maintain storage areas, including equipment, supplies, and facility workspace
• Manage venue rental inquiries, sales, contracting, and client support to optimize event revenue and ensure seamless execution
• Serve as the primary point of contact for rental clients, coordinating logistics and ensuring high service standards
• Develop and enforce venue rental policies, ensuring alignment with organizational priorities and compliance requirements
• Work collaboratively with facilities and housekeeping teams to ensure venues are properly prepared, maintained, and restored post-event

Vendor & Facilities Management

• Oversee facilities maintenance and housekeeping teams, ensuring timely resolution and communication of issues while adhering to safety and quality standards
• Plan and manage the maintenance and housekeeping work schedule, project pipeline and workload distribution
• Develop and maintain a preventive maintenance and deferred maintenance schedule
• Negotiate and manage contracts of contractors, vendors, and service providers ensuring effective communication and timely resolution of issues
• Assist with coordinating repairs and maintenance of the facilities, including scheduling appointments and ensuring cost-effective, high-quality service and completion
• Maintain records of contractor agreements, invoices, and service contracts

Collaboration & Team Development

• Partner with the Executive Director and senior leadership to foster a collaborative high-performing workplace culture
• Provide staff training, guidance, and support, identifying professional development opportunities and resources to enhance team capabilities
• Monitor industry best practices and introduce innovative strategies to improve office and facility operations and ultimately, the Resident experiences
• Perform additional duties as assigned to support the organization's mission and strategic goals

Qualifications & Skills

To perform this job successfully, an individual must be able to satisfactorily perform the essential duty and responsibility. The ideal candidate must have a passion for the mission, high ethical standards, and a commitment to fostering a diverse and inclusive community. A strong understanding of nonprofit operations, office and facilities management, and administrative best practices is required, along with experience in cultivating a collaborative and efficient work culture.

Required Skills

• Excellent written and verbal communication, interpersonal, time management, problem-solving, analytical, and organizational skills with exceptional attention to detail
• Proficiency in office software, CRM (Salesforce) systems, and other cloud-based solutions for improved communication, coordination, monitoring, and evaluation
• Experience in sales and event planning/management for customer success
• Experience managing budgets, expense tracking, and financial processes, including accounts payable, receivable, and reporting
• Exceptional organizational skills, including inventory and storage management for office equipment, supplies, and facility spaces
• Ability to implement and leverage technology-driven solutions to improve administrative and operational efficiency
• An ability to navigate in a complex environment while building meaningful relationships with internal and external stakeholders

Education & Experience

• An Associate’s degree in Business Administration, Operations Management, or a related field of study or relevant work experience is required.
• Minimum of five years of experience in operations, office management, front desk or administration, preferably in a nonprofit setting.