24/7 Operations Leader: Frontline & Security Oversight

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

Job summary

New England Center and Home for Veterans seeks an Operations Manager to lead day-to-day Center Operations. You will supervise a 24/7 team of Veterans Services Supervisors and Representatives, plus contracted security, ensuring staffing, policy adherence, and timely reporting.

Reporting to the Director of Operations, you will coordinate administrative workflows, occupancy data, access control, and incident documentation while maintaining confidentiality and high service standards.

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 high-volume service.
• Experience supervising front-line staff, managing schedules, performance management, and documentation.
• Strong organizational, written, interpersonal skills; maintain confidentiality.
• Proficiency with Microsoft Office Suite and learning NECHV platforms including Airtable and Jotform.
• CPR certification and/or CPI training preferred or ability to obtain as required.
• Veteran status preferred.

Responsibilities

• Directly supervise VSSs, VSRs, and contracted security personnel; coach, train, and manage performance.
• Develop and maintain staffing schedules; ensure staffing levels across shifts.
• Own administrative functions: documentation, scheduling, reporting, and metrics.
• Maintain access-control administration and badge activations.
• Coordinate and manage Veterans Review Board workflow with Human Services and Director.
• Monitor security incidents and coordinate response per protocols.
• Support onboarding and hiring decisions with HR.
• Communicate updates to Director on staffing, incidents, and operations.
• Other duties as assigned.

Skills

Staff supervision

Scheduling

Performance management

Microsoft Office

Communication

Education

Bachelor's degree

Tools

Airtable

Jotform

MS Office

Job description

New England Center and Home for Veterans seeks an Operations Manager to lead day-to-day Center Operations. You will supervise a 24/7 team of Veterans Services Supervisors and Representatives, plus contracted security, ensuring staffing, policy adherence, and timely reporting.

Reporting to the Director of Operations, you will coordinate administrative workflows, occupancy data, access control, and incident documentation while maintaining confidentiality and high service standards.