Job description:

General Statement of Duties: The Operations Support Manager supports the Chief Operating Officer and agency leadership by strengthening operational systems, project coordination, and cross-departmental execution. This role focuses on improving operational efficiency, supporting agency-wide initiatives, managing key projects, and ensuring consistent data tracking and reporting. The position serves as a liaison between operations and IT to ensure systems function effectively and support program delivery.

Job Responsibilities:

• Manage and support cross-functional operational initiatives, ensuring timelines, accountability, and execution align with agency priorities.

• Develop and maintain detailed project plans, timelines, and accountability structures to ensure execution.

• Collect, analyze, and synthesize operational data across departments to support strategic decision-making.

• Build and maintain dashboards and reporting systems aligned with key organizational KPIs.

• Serve as primary operational liaison with IT vendors, translating agency needs into technical solutions.

• Troubleshoot operational and technology-related issues and coordinate resolution across teams.

• Strategically manage COO scheduling, meeting preparation, and follow-up to maximize executive effectiveness.

• Lead special projects and process improvement initiatives with a high degree of independence and discretion.

Performance Expectations:

• 90%+ of major project milestones achieved on time and within scope, with measurable improvements in cross-departmental execution and accountability.

• Clear, accurate, and timely reporting consistently delivered to executive leadership.

• Reduction in recurring operational and technology-related issues through proactive problem solving.

• Reliable dashboards developed, reducing ad hoc reporting requests.

• Executive meetings consistently supported with thorough briefing materials and documented follow-up.

• Special initiatives completed with measurable operational improvements, optimizing COO workload through stronger prioritization, preparation, and follow-through.

Qualifications:

• Education: Bachelor’s degree required; master's preferred

• Experience: 5+ years’ experience in operations, project management, consulting, executive support, or related field

• Required Knowledge, Skills, and Abilities: Strong analytical and data interpretation skills. Demonstrated ability to lead complex projects independently. Technical aptitude and comfort working with IT systems and vendors. Exceptional organization and executive communication skills

Core Competencies:

• Attention to Detail: Achieves thoroughness and accuracy when performing tasks. Completes all reports and documents according to procedures and standards.

• Communication: Communicates well, delivers presentations, and has good listening skills. Communicates effectively with others regarding various tasks, concerns, and ideas.

• Customer Service: Works well with customers, promotes a positive image of the company, and strives to solve issues raised by customers.

• Organizational Skills: Information is organized and accessible, maintains efficient workspace, and manages time well.

• Productivity: Manages workload, works efficiently, and meets goals and objectives.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of the jobs, the employee is regularly required to stand; walk; use hands, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Benefits:

• 401(k)

• Dental insurance

• Employee assistance program

• Flexible schedule

• Health insurance

• Paid time off

• Vision insurance

Application Question(s):

• Do you have experience collecting and analyzing operational data and building dashboards or KPI reports to support leadership decision-making?

• Do you have experience serving as the primary liaison with IT vendors to translate organizational needs into technical solutions?

Education:

• Bachelor's (Required)

Experience:

• operations, project management: 5 years (Required)

Work Location: In person