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Job Description
About Glide
GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization.
Position Summary:
GLIDE’s Operations Manager is an energetic go-getter responsible for coordinating customer service, dispatching technicians, enforcing campus-wide SOPs, and overseeing the operations hub that supports all GLIDE programs and departments. This experienced manager monitors Zendesk workflow and KPIs, dispatches service technicians, monitors GLIDE’s main phone line, provides back-office support for lobby reception (counter 1) and Operations leadership, coordinates updates, organizes files, serves as backup support for lobby reception, manages the mail room, centralizes supplies ordering and invoice coding, and helps coordinate vendor ordering and price negotiations. Overall, this manager creates, oversees, improves, documents, and enforces workflows, standard operating procedures (SOPs), and customer service standards for excellent facilities, fleet, IT, back office, and project management support. The ability to provide timely and effective staff feedback, coaching, and disciplinary action is essential for success in this role. GLIDE’s Operations Manager serves as part of GLIDE’s emergency response team in case of a disaster. This manager must work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. Regular and predictable attendance is essential.
Position Summary:
GLIDE’s Operations Manager is an energetic go-getter responsible for coordinating customer service, dispatching technicians, enforcing campus-wide SOPs, and overseeing the operations hub that supports all GLIDE programs and departments. This experienced manager monitors Zendesk workflow and KPIs, dispatches service technicians, monitors GLIDE’s main phone line, provides back-office support for lobby reception (counter 1) and Operations leadership, coordinates updates, organizes files, serves as backup support for lobby reception, manages the mail room, centralizes supplies ordering and invoice coding, and helps coordinate vendor ordering and price negotiations. Overall, this manager creates, oversees, improves, documents, and enforces workflows, standard operating procedures (SOPs), and customer service standards for excellent facilities, fleet, IT, back office, and project management support. The ability to provide timely and effective staff feedback, coaching, and disciplinary action is essential for success in this role. GLIDE’s Operations Manager serves as part of GLIDE’s emergency response team in case of a disaster. This manager must work non-traditional hours (nights, holidays and weekends) as Glide’s operations shift to meet community needs. Regular and predictable attendance is essential.
About Glide
GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization.
Work Environment
GLIDE’s buildings are located in the Tenderloin neighborhood. GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.