Job Description

Position Summary:

We are seeking a highly experienced Operations Manager to oversee the daily operations of five public-facing units within our agency. This role requires a strong leader with a proven track record of managing high-performing teams, executing complex projects, and maintaining operational excellence across diverse functions. The Operations Manager will be responsible for supervising a team of 40+ staff, ensuring that each unit delivers consistent, high-quality service to the public and internal stakeholders.

Key Responsibilities:

• Manage the day-to-day operations of five distinct public-facing units, ensuring smooth and efficient functioning across teams.
• Provide direct supervision and support to 40+ staff, including performance management, coaching, and professional development.
• Lead and coordinate multiple high-priority projects simultaneously from planning through execution, ensuring deadlines and goals are met.
• Develop, document, implement, and monitor internal policies and procedures to drive operational consistency, compliance, and efficiency.
• Oversee financial and procurement processes in collaboration with relevant departments; retail or legal experience is a plus.
• Serve as the primary point of contact for internal and external stakeholders, maintaining positive and effective working relationships.
• Ensure a high standard of customer service is maintained across all public-facing units.
• Identify and resolve operational challenges through effective problem-solving and creative thinking.
• Monitor performance metrics and implement process improvements to enhance productivity and quality of service delivery.
• Foster a collaborative and inclusive workplace environment that encourages staff engagement and accountability.

Qualifications:

• Bachelor’s degree required.
• Minimum 10 years of experience in operations or project management, preferably in a complex, customer-facing environment.
• Demonstrated ability to manage large teams and support staff in achieving operational and strategic goals.
• Experience in financial management , procurement , or backgrounds in retail or legal sectors a strong plus.
• Proven ability to develop and enforce organizational policies and procedures.
• Highly organized with meticulous attention to detail and a strong sense of follow-through.
• Excellent communication skills, judgment, and interpersonal abilities.
• Strong problem-solving and analytical skills with the ability to make sound decisions quickly under pressure.
• Experience working with diverse teams and building partnerships with a broad range of stakeholders.

Work Environment:

• This is an on-site position requiring regular presence and engagement with frontline teams.
• Must be comfortable working in a fast-paced environment that requires multitasking and prioritization of multiple responsibilities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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