24/7 Operations Lead — Veteran Services Manager

New-England-Center-and-Home-For-Veteran; Boston (MA); On-site; USD 65,000 - 70,000; Full time

Job summary

New-England-Center-and-Home-For-Veteran in Boston is seeking an Operations Manager to lead day-to-day Center Operations, reporting to the Director of Operations, and manage a 24/7 team including Operations shift leads and front-line staff.

The role emphasizes staffing, scheduling, documentation, incident response, access-control, and adherence to policies, SOPs, and safety standards, with essential staff requirements and holiday/inclement weather flexibility.

Qualifications

• Bachelor's degree required; relevant education and direct management experience may be considered in lieu of a degree.
• At least 3 years of management experience in operations or a high-volume service environment.
• Experience supervising front-line staff, managing schedules, and maintaining administrative documentation.
• Strong organizational, written, and interpersonal skills with the ability to maintain confidentiality.

Responsibilities

• Directly supervise Veteran Services Supervisors, Veteran Services Representatives, and assigned contracted security personnel.
• Develop and maintain staffing schedules; manage callouts and coverage for all shifts.
• Own routine administrative functions including documentation, scheduling, meetings, reports, and performance metrics.
• Coordinate access-control activities and incident response in collaboration with the Director of Operations.
• Provide onboarding support and participate in candidate assessment and hiring decisions.
• Monitor performance, document coaching, and escalate issues as needed.

Skills

Staff supervision

Scheduling

Performance management

Communication

Confidentiality

Multitasking

Education

Bachelor's degree

Tools

Microsoft Office Suite

Airtable

Jotform

Job description

New-England-Center-and-Home-For-Veteran in Boston is seeking an Operations Manager to lead day-to-day Center Operations, reporting to the Director of Operations, and manage a 24/7 team including Operations shift leads and front-line staff.

The role emphasizes staffing, scheduling, documentation, incident response, access-control, and adherence to policies, SOPs, and safety standards, with essential staff requirements and holiday/inclement weather flexibility.