Assistant Operations Manager - Housing Shelter

Champlain Housing Trust; United States; On-site; USD 52,000 - 73,000; Full time

Job summary

Champlain Housing Trust, Inc. is seeking an Assistant Operations Manager for Harbor Place, a shelter-run hotel serving guests experiencing homelessness.

The role blends social services, hospitality, and facilities management to ensure a safe, welcoming, and well-maintained environment for guests and staff, with on-site leadership and community collaboration. The position requires evening and weekend hours, an on-call rotation, and a focus on operational excellence while nurturing a

Qualifications

• Bachelor degree or equivalent in social work, human services, hospitality, business, property management, or related field.
• Three years of relevant operational experience required; shelter ops exp and trauma-informed practices preferred.
• Prior supervisory or coaching experience preferred.
• Experience providing direct service to vulnerable populations required.

Responsibilities

• Assist Operations Manager with building operations, maintenance, custodial functions and security systems.
• Coordinate vendors, contractors, and internal departments; supervise service providers.
• Implement preventive maintenance, safety, security, and sustainability initiatives.
• Conduct property and room inspections; monitor inventory and linen services.
• Respond to emergencies and coordinate with first responders; liaise with leadership.
• Recruit, onboard, train, schedule and retain staff in line with policies; mentor site staff.
• Provide coaching and act as a positive example to staff; promote cross-training.
• Foster a collaborative, safety-conscious staff culture.

Skills

Leadership

Customer service

Crisis management

Building systems

Planning & organization

Technology proficiency

Education

Bachelor's degree or equivalent

Job description

Department: Resident Services

Status: Full-Time, Exempt

Reports to: Associate Director of Homelessness Prevention Initiatives

Supervises: Assistant Manager, Site Staff, Contractors, and Vendors

Schedule: Evening and weekend hours are required. Participation in an on-call rotation is required.

The Assistant Operations Manager acts as a strong partner to the Operations Manager to ensure day-to-day operations at Harbor Place, a hotel run as a shelter for guests who are primarily individuals and families experiencing homelessness. Duties include providing a safe, welcoming, efficient, and well-maintained environment for guests, staff, and community partners. This role integrates social services, hospitality, facilities management, guest relations, and team leadership to support high-quality service delivery while maintaining operational excellence.

DUTIES AND RESPONSIBILITIES

Operations & Facilities Management

• Assist the Operations Manager with building operations, maintenance, custodial functions, technology systems, security systems, and contracted services.
• Coordinate vendors, contractors, service providers, and internal departments.
• Assist in the implementation of preventive maintenance, safety, security, and sustainability initiatives.
• Conduct and/or oversee property and room inspections.
• Monitor and replenish inventory as needed, assist with the monitoring and management of linen services and operational resources as assigned.
• Respond to emergencies and coordinate with first responders, reporting to the Operations Manager and organizational leadership as appropriate.
• Assist in the recruitment, onboarding, training, scheduling, and retention efforts in accordance with CHT policies to promote sustainable operations.
• Provide coaching, mentoring, and a positive example to site staff.
• Facilitate cross-training to promote continuity of essential operations.
• Contribute to a positive, collaborative and safety-conscious staff culture.

Guest Services & Community Relations

• Provide exceptional guest service and occupancy management.
• Build partnerships with healthcare, housing, and social service agencies.
• Utilize trauma-informed practices and de-escalation techniques.
• Enforce guest agreements and operational policies respectfully and consistently.
• Assist Operations Manager in creating and implementing site programming to support guests.
• Code and approve invoices as assigned.
• Support billing, reporting, compliance, and confidentiality requirements.

QUALIFICATIONS

• Bachelor degree or equivalent experience in social work, human services, hospitality, business, property management, or a related field.
• Three years of relevant operational experience is required. Shelter operations experience and application of trauma informed practices is strongly preferred.
• Prior supervisory or coaching experience is strongly preferred.
• Experience providing direct service to vulnerable populations required.
• Must demonstrate a solution-oriented approach to crisis management and ability to remain calm and exhibit good judgment under pressure.
• A commitment to providing excellent service to staff and guests is essential.

COMPETENCIES

• Leadership and team mentorship.
• Customer service and relationship management.
• Crisis management and de-escalation.
• Basic knowledge of building systems.
• Planning, organization, and technology proficiency.

Physical and Mental Abilities:

The Harbor Place Assistant Operations Manager must be able to perform the essential functions of the position, with or without reasonable accommodation. This role requires regular movement throughout the facility, including standing, walking, climbing stairs, bending, reaching, and occasionally lifting or carrying items weighing up to 50 pounds. The position may require responding to resident, staff, or facility emergencies, including during evenings, nights, weekends, or inclement weather conditions. The employee must be able to operate standard office equipment, use a computer for extended periods, and communicate effectively in person, by telephone, and electronically. The role also requires the ability to observe facility conditions and resident activities to maintain a safe and secure environment.

Champlain Housing Trust is committed to providing reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position.

WORK ATMOSPHERE

Mission-driven nonprofit emergency housing environment requiring interaction with guests, partners, and community stakeholders, regularly engaging in crisis intervention, and including occasional evening, weekend hours and regular on-call responsibilities.

EMPLOYER RIGHTS AND DISCLAIMERS

This job description is not a contract for employment. It is a list of duties and expectations. However, it should not be considered a complete list of expected duties. Duties may be added, dropped, or changed at any time.

The job qualifications may change at any time. Champlain Housing Trust may add, drop, or change any qualifications for the position in order to fit changes in the organization. This job description should not be interpreted as a complete list of job qualifications.

This document does not extend an offer for permanent or continuous employment. Champlain Housing Trust is an at-will employer.

• - Champlain Housing Trust is committed to a diverse workplace and highly encourages women, persons with disabilities, Section 3 low income residents, and people from diverse racial, ethnic and cultural backgrounds to apply.