Director of Operations

Director of Operations

New York, NY, United States (On-site)

Position Summary:

Responsible for the overall building management, compliance, safety, and operational effectiveness of a 24-hour shelter program. The Director of Operations ensures compliance with DHS, OTDA, contractual, regulatory, and agency requirements while overseeing facility operations, security, staffing, incident management, emergency preparedness, inspections, building audits, and quality assurance activities. Works collaboratively with the Site Director and department leaders to ensure a safe, compliant, resident-centered, and high-performing shelter environment.

Compensation & Benefits:

Starting Salary Range for Director of Operations: $85,000

 Pay commensurate with experience.

Benefits That Set Us Apart

When considering your next opportunity, compensation is only part of the picture. We offer a benefits package designed to invest in your future and support your life outside of work.

Highlights include:

• Up to a 6% 401(k) company match to help you build long-term financial security

• Paid time off as part of our comprehensive benefits package, so you have the flexibility to rest, recharge, and enjoy what matters most

• Medical, dental, and vision insurance, plus prescription drug coverage

• Basic life and AD&D insurance, with supplemental life options

• Short-term and long-term disability coverage

• Paid holidays

• Employee Assistance Program (EAP)

• Flexible Spending Account (FSA) and Health Savings Account (HSA) options

• Professional development, training, and certification support

• Voluntary benefits including accident, critical illness, and identity theft protection

Because taking care of our employees isn’t just a promise, it’s part of who we are.

Benefits are subject to change and eligibility requirements apply.

Essential Functions, Duties & Responsibilities:

Includes the following:

• Oversees daily site operations.

• Works in partnership with the Site Director Office effectively support program delivery.

• Provide leadership and oversight for the operations aspect of a 24/7 shelter.

• Ensure compliance with DHS, OTDA (city and state) contractual, and agency requirements.

• Oversee facility operations, environmental health and safety standards, maintenance coordination, and inspection readiness.

• Direct oversight of security operations, access control procedures, visitor management, contraband prevention efforts, and facility safety protocols.

• Ensure timely reporting, investigation, review, and follow-up of incidents, enhanced incidents, grievances, complaints, and corrective action plans.

• Oversee CARES documentation, incident reporting, bed management, client roster management, operational records, and required regulatory submissions.

• Monitor operational performance metrics and key performance indicators and implement improvement strategies.

• Conduct routine quality assurance reviews, facility inspections, environmental rounds, and compliance audits.

• Lead emergency preparedness planning, evacuation procedures, and incident command response during emergencies.

• Develop, implement, and monitor corrective action plans resulting from inspections, audits, monitoring visits, incident trends, or regulatory findings.

• Oversee workforce scheduling and staffing coverage to ensure safe and effective 24-hour operations throughout three shifts.

• Conduct regular supervision meetings, performance evaluations, coaching sessions, and disciplinary actions for shelter operations staff.

• Recruit, train, mentor, and develop operational staff.

• Prepare operational reports and provide recommendations to site leadership leadership regarding program performance and operational risks.

• Collaborate with social services, housing, security, facilities, and administrative teams to support successful program outcomes.

• Maintain critical files, inspection binders, emergency preparedness documentation, and operational records.

• Serve as primary operational liaison during DHS, OTDA, monitoring visits, audits, inspections, and external shelter operations reviews.

• Performs other job-related duties as assigned.

• SUPERVISORY/MANAGEMENT AUTHORITY

• Directly supervise Operations Manager, RA Shift Supervisors, and other assigned operational staff.

• Responsible for hiring, onboarding, scheduling, performance management, employee development, and corrective action processes for shelter operations staff.

• Perform other job-related duties as assigned.

Supervisory Responsibilities:

Supervisory and management responsibilities

• Directly supervise Operations Manager, RA Shift Supervisors, and other assigned operational staff.

• Responsible for hiring, onboarding, scheduling, performance management, employee development, and corrective action processes for shelter operations staff.

Basic Qualifications:

Operations & Logistics:

• Minimum five (5) years of progressively responsible experience in shelter operations, homeless services, residential services, human services, or a related field.

• Minimum three (3) years of management experience overseeing multi-shift or 24-hour operations.

Compliance & Quality Support:

• Knowledge of OTDA, DHS, OSHA, FDNY, and applicable shelter regulations and standards.

• Ability to interpret regulations, contractual requirements, policies, and procedures and implement operational controls.

Additional Responsibilities:

• Strong understanding of access control procedures, security operations, emergency preparedness, and crisis management.

• Ability to manage competing priorities in a fast-paced 24-hour environment.

• F-80 Certificate of Fitness required or ability to obtain within required timeframe.

• Food Handler Certification required or ability to obtain within required timeframe.

• Naloxone Championship training required or ability to obtain within required timeframe.

• Prolonged periods of sitting at a desk and working on a computer; may occasionally require standing or moving about the office for extended periods.

• Must pass pre-employment qualifications of Cherokee Federal.

Preferred Qualifications:

• Knowledge of DHS CARES, incident management requirements, and regulatory reporting standards preferred.

• Bachelor’s degree in human services, Public Administration, Business Administration, Social Work, Criminal Justice, or related field preferred. (Experience may be accepted in lieu of the degree).

• Experience working within DHS, OTDA, supportive housing, emergency shelter, or similarly regulated environments strongly preferred.

Work Environment:

Work is performed primarily in a climate-controlled environment.