Director of Operations

Shelter House


You are unflappable. You understand what makes folks tick and you can effectively communicate no matter the setting, the conflict, or the scope of the project. Thoughtful, capable, and detail-oriented, you are committed to using your skills to maintain and build on the mission-driven workplace at Shelter House.


Position Summary: The Director of Operations will oversee the day-to-day activities of the agency, ensuring the organization is managed and performing efficiently and effectively. The Director of Operations will provide leadership, oversight, and administrative direction for the agency's Human Resources, Information Technology, Facilities Maintenance and Property Management functions, and Operating Performance strategies.


Full job description available, please email for details.


Key Qualities:

  • Commitment. You believe in Shelter House's mission to prevent and end homelessness in our community and are drawn not just to the work described in this posting, but to the fact that it is here.
  • Curiosity. You have a habit of asking "why" or "how", which leads you to have excellent analytical skills and problem-solving ability.
  • Organization. You know what needs to be done when, and you have methods in place to ensure you make that happen.
  • Communication. When you write or speak, folks know exactly what you are saying, and the tone is appropriate to the audience.
  • Detailed. You read the assignment before beginning the work, and you dot and cross every single proverbial i and t.
  • Consensus building. You have excellent interpersonal skills and can both mediate misunderstanding and negotiate to resolve conflict.
  • Flexible. You can adapt to the needs of the organization and its employees.
  • Patience. You can work with brand new hires and seasoned professionals, with complicated insurance documents and our fleet of vehicles, never breaking (much of) a sweat.
  • Judgement. An excellent supervisor, you model sound decision-making and leadership by undergoing careful analysis prior to making recommendations and involving any additional departments or individuals necessary.
  • Humility. You understand that no necessary task is beneath any of us when it will advance the mission.
  • Cooperation. You work well with members of your team and with folks in other departments.
  • Growth-minded. You know and embrace that there is always more to learn and do.


Essential Duties and Responsibilities:

1. Human Resources

  • Ensure a trauma-informed workplace is achieved and maintained by demonstrating a balance of kindness, competence, and care toward self, others with whom we work, and those for whom we provide care.
  • Lead, grow, and improve all stages of the HR life cycle to strengthen and improve the employee experience (attraction, recruitment, onboarding, development, retention, offboarding, and advocacy) with keen attention to access, equity, workforce diversity, and workplace inclusion.
  • Demonstrate and prioritize employee relationship management as central to work culture.
  • Work with all supervisors to ensure they are trained and supported in their respective roles and responsibilities in each stage of the HR life cycle; ensure supervisors' actions are consistent with Shelter House values and workplace culture and that they comply with Shelter House policies and procedures as well as legal requirements.
  • Review, assess, and recommend compensation and benefits to ensure competitive pay and benefits with like organizations and industries while understanding unique elements of how roles work as part of Shelter House's structure; ensure all qualifying employees are offered, enrolled as needed, and understand the available benefit and retirement programs.
  • Ensure employment policies and handbook are up to date, compliant, and functional for the organization's purposes and needs; ensure all employees are provided sufficient orientation and training on Shelter House's employment policies and procedures such that they are implemented in a manner consistent with the Shelter House mission, vision, and values.
  • Monitor and ensure the organization's compliance with federal, state, and local employment laws and regulations and recommend best practices; review and recommend modifications to policies and practices to maintain consistent adherence and compliance.
  • Collaborate with leadership to develop and advance a strategic workforce plan and optimize organizational structure and team design for efficient, effective, and safe delivery of programming.
  • Oversee management and maintenance of employee records and files - including employee training, performance, and disciplinary records as well as enrollment in benefit and retirement plans - using a secure and systematic approach, maintaining all necessary records consistent with Shelter House policies and to ensure legal compliance.
  • Oversee payroll and HRIS services and recordkeeping. As a part of this function, oversee the processing of payroll, guaranteeing accuracy and timeliness. Conduct periodic audits of payroll benefits, or other HR programs, recommending corrective action when needed. Research and analyze organizational trends including regular review of reports and metrics (such as overtime, staffing ratios, and staff retention).

2. Information Technology

  • Oversee the Information Technology functions by providing oversight, direction, and coordination related to organization-wide technology planning and utilization. Include integration of information systems, voice and data networks, telecommunications, and security systems in this function.
  • Oversee and manage contracted IT services and relationships.
  • Align and prioritize IT goals and projects with organizational objectives and strategies.
  • Ensure a secure and quality IT infrastructure and network for the effective delivery of IT services across the organization without interruptions.
  • Ensure systems and protocols are in place and maintained to protect data security and record privacy.
  • Maintain and manage software subscriptions and portal access; document and verify employee access.
  • Create and maintain security and access procedures and systems of cameras, keys, door codes, and fobs.

3. Facilities Maintenance and Property Management

  • Oversee the property management functions, including, but not limited to, physical asset management, current and predictive maintenance systems, inventory management, preventive maintenance, capital improvement projects, procurement, regulatory and safety compliance, and quality assurance.
  • Oversee and implement functions, policies, and procedures of tenant rent determination, rent collection, leases, and notices, ensuring regulatory and legal compliance.
  • Manage agency equipment and fleet ensuring regular maintenance and repair; evaluate for replacement.
  • Work in consultation with the Director of Finance to develop and prepare short- and long-term plans and budgets, as well as financial forecasts for capital planning and budgeting.
  • Serve as organization-side leader on real property (e.g., lease management and facilities management), technology services, risk management, security management, energy management, and property management. Review and approve all contracts within areas of responsibility.
  • Ensure work environments are maintained, safe, and sufficiently sourced with necessary supplies.

4. Operational Effectiveness and Risk Management

  • In collaboration with leadership, develop standards to measure and evaluate the organization's operational performance; work to identify opportunities for improvement.
  • Direct the development and implementation of operational standards, procedures, and controls to promote communication and adequate information flow for all areas of responsibility.
  • Maintain the organization's portfolio of insurance and benefit policies, acting as the primary contact for the agency's carriers. Maintain records and incident claims. In collaboration with leadership, ascertain potential improvements to policy and practice to reduce risk and fully leverage available benefits.
  • Develop, recommend, implement, and evaluate operational policies and procedures for all areas of responsibility. Ensure all policies and procedures comply with applicable local, federal, and state regulations and laws governing business operations.
  • Oversee the establishment, maintenance, and monitoring of internal controls, as well as policies and procedures for all operations in areas of responsibility.
  • Remain current on changes within the legal, regulatory, economic, and technology environments that may affect the HR and administrative operations of the organization.
  • Serve as a member of the leadership team. Partner with the Executive Director in executing the development of long-range strategic plans for all areas of responsibility and work with leadership team to develop and implement organizational strategic plan, policies, and practices.
  • Work with key departmental staff to develop and implement quality measurement/evaluation of services in all areas of responsibility. Set employee performance expectations and evaluate performance results for areas of responsibility in a regular and systemic manner.
  • Recommend changes in the organizational structure as may be necessary to promote development and growth.

5. Supervision

  • Act as a role model for professional and ethical behavior.
  • Plan and organize work to accomplish the organization's goals efficiently and effectively, drawing on the strengths and ideas of team members.
  • Ensure team members are provided with the materials and equipment needed to succeed.
  • Ensure team members understand their duties and performance expectations.
  • Document performance and provide both recognition/reward for progress as well as feedback for improvement.
  • Orient employees to their position, including relevant Shelter House policies.
  • Use a strengths-based approach to provide opportunities for growth and development through planning, coaching and feedback, rewards and recognition, and opportunities for learning and skill development.
  • Work to address and resolve disagreements and grievances; ensure timely performance feedback and disciplinary action when necessary.
  • Collaborate with leadership team to recruit and hire direct reports.
  • Approve schedules, time and expenses, report FMLA, etc.


Reports to: Executive Director


Supervises: Operations, HR, and Facilities Maintenance Staff



Required Skills:

  • Thorough understanding of practices, theories, and policies involved in business and finance.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Thorough knowledge of employment-related laws and regulations.
  • Proficient with Microsoft Office Suite or related software.
  • Proficiency with or the ability to quickly learn the organizations HRIS and talent management systems.


Education and Experience:

Graduate degree is in Human Resources, Public Administration, Business Administration, or related field preferred, or a combination of a Bachelor's degree in a related field and sufficient human resource management experience is accepted. Extensive and diversified background including management experience, with at least five years of related professional experience required.


Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift 15 pounds at times.


This is a full-time benefit-eligible position.


Shelter House is an Equal Opportunity Employer and a United Way Agency.


Salary Description

$85,000 commensurate with experience

Job Benefits:

This is a full time position with eligibility to participate in our employer sponsored health, vision, dental, voluntary term life insurance, as well as a 403(b) retirement plan and Flexible Spending Account and/or Dependent Child Care Plan.

COVID-19 Precautions:

Vaccination encouraged.

Job ID: 94172

Posted 21 days ago

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