Senior Operations Manager

Job Summary

Senior Operations Manager is responsible for planning, developing, administering, and evaluating the HIV Care and Prevention Services Departments’ programs throughout the service territory. This includes supervision and development of Program Managers and client-facing staff, contract compliance, budget management, and reporting. The Senior Operations Manager oversees operations components for Lifelong’s Union, Everett and Bellingham offices.  The position reports to the Director of HIV Care and Prevention Services. This is a full time, exempt, non-union, regular position.

Diversity, Equity, and Inclusion Commitment

Senior Operations Managers demonstrate a commitment to DEI through continuous self-awareness, professional development, modeling inclusive behaviors, and proactively managing bias both personally and on their team. In partnership with HR, they will support the leadership team in ensuring equitable experiences, strengthening inclusion initiatives, and promoting a culture of inclusivity and belonging that embraces the contributions and experiences of all team members and clients.

Essential Duties & Qualifications

Essential Duties:

Strategic and Operational Leadership

• Actively engage in enhancing organizational efficiencies and client-centered operational processes, providing feedback on how strategic decisions affect operations and client services. Embrace leadership within committees, as appropriate.
• Participate in the cross-collaboration between departments, promoting positive relationships and clear communication.
• Maintain effective, timely, and thorough communication in all directions to ensure staff, partners, community stakeholders, clients, funders, and senior management are well-informed and knowledgeable of the status of the program and related issues and projects.
• Serve as the point of contact between staff at Lifelong’s Offices and the IT and Facilities departments as needed to support workflow and client services.
• Support Client Service Coordinators in managing office/building operations, ensuring adequate supplies and office maintenance is completed.  Support the CRC’s participation in the safety committee, acting as a lead in developing, updating and training staff on safety protocols.
• Comply with federal, state, and local requirements, enforcing adherence to requirements, advising management on needed actions.

Contract Maintenance

• Develop through knowledge of department contacts, budgets, staffing, date management, and supportive resources necessary to operate client services with excellence.
• Work with Director to develop, implement, and monitor department policies, procedures, and work processes to align with contractual obligations, department standards, and quality improvement projects.
• Assist Director in the development and ongoing oversight of the department’s annual budget.  Approve department expenses, as directed.
• Ensure training on e-files, agency database, and department computer files are current and accessible.
• Assist with the collection of data and completion of contract reporting, as required.

Clinical Services Management

• Promote the highest quality clinical service delivery in a culturally mindful manner by maintaining high customer services standards, striving to align these services with the National Association of Social Work Code of Ethics and best practices. 
• Responsible for the development and implementation of clinical trainings in response to staff and departmental needs.
• Provide ongoing supervision and clinical support, drawing upon both internal and external clinical resources, as needed.
• Actively address areas of service quality improvement, keeping the client’s experience central to any process changes.

Community Engagement

• Collaborate with department staff to identify, develop, and maintain successful relationships with key medical providers and strategic community resources for the purposes of reducing barriers and inequities to high quality, comprehensive care.   
• Communicate with all community partners to improve the mutual flow of referrals and gain/retain access to needed resources which enhance the lives of our clients. Facilitate the development of Memorandum of Understandings. 
• Strive to increase community understanding of HIV by promoting Lifelong services, educating on HIV, and addressing barriers to care caused by stigma.

Department Supervision

• Create positive and collaborative team morale and culture by developing a sense of belonging and celebrating success; defining success in terms of whole team; and letting people finish and be responsible for their work.
• Foster open dialogue, promote inclusion, support cohesive team interactions, and link daily tasks and successes to the vision, mission, and values of the agency.
• Work with Director and Program Managers to develop and maintain appropriate and comprehensive department onboarding.
• Ensure staff have access to opportunities for professional development and complete required continuing education.
• Oversee and provide support to Program Managers to direct staff schedules, caseloads, workflow, and facilitate team meetings.
• Enforce policies and procedures, mediate office conflicts, and address client grievances in a timely manner.

Staff Supervision

• Manage employee performance of Program Managers by providing clear and concise job expectations, training/coaching, and provide timely feedback to staff, including annual job performance evaluations.
• Approve timecards, time off requests, manage staff schedules, process employee-related expenses. 
• Create performance improvement plans, schedule corrective training support and consultation, and work with the HR department, as needed.
• Participate in Lifelong’s Leadership Development and Employee Performance Management Processes.
• Maintain good supervisory relationships, including responding and relating well to supervisors/supervisees; being comfortable with coaching; embracing challenge and professional development.
• Attend all-staff meetings, department meetings, and staff meetings if requested. Attend agency trainings and events.
• Maintain strict professional boundaries and confidentiality. Maintain regular and reliable hours as negotiated with your supervisor. 

Core Competencies:

• Successful experience working with individuals who experience complex chronic health conditions, behavioral health barriers, poverty, homelessness, and stigma-induced isolation.
• Comfortable working with individuals along the entire continuum of diversity; including but not limited to varying abilities, race, class, gender identity, and sexual orientation.
• Clear understanding and adherence to professional boundaries, ethics, HIPAA principles, and self-care practices within a trauma-informed environment.
• Demonstrated ability to supervise, train and coordination staff.
• Experience with project planning, implementation, and evaluation.
• Well-developed ability to build strong working relationships with colleagues, external providers, and partner agencies.
• Demonstrated clear, professional, and engaging communication in both verbal and written form. Comfortable with public speaking and community outreach.
• Comfortable working independently, with accountability, sound judgment, discretion, and professionalism.
• Demonstrated ability to organize, prioritize multiple projects, and meet deadlines in a time-sensitive environment.
• Strong working knowledge of Microsoft Word, Excel, PowerPoint, databases and web-based meeting platforms.

Education and Experience:

• Promotion for current Lifelong Program Manager.
• Bachelor’s degree or equivalent experience and two or more years of job-relevant experience.

Work Environment:

• Standard office environment: the position is in an office setting, with multiple meetings at community agencies and within client’s homes.
• All staff are currently required to provide proof of full COVID-19 vaccination prior to hiring. The use of personal protective equipment to prevent exposure to COVID-19 may be required in the future should exposure warrant it.

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About Lifelong:

Lifelong is a community health organization committed to removing barriers to health with relentless compassion so that no one faces illness and injustice alone.

We lead with heart. Our respect for people drives our mission. For 40 years, Lifelong has fought health inequities so that everyone can have the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources.

We are looking for passionate, dedicated people to join our talented team and make real, meaningful changes in the daily lives of those living with chronic and life-threatening illnesses in their community. Lifelong offers exceptional benefits, including paid time off, medical, and dental coverage in addition to a balanced work-life integration.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lifelong, we are dedicated to building a diverse, equitable, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

EEO Statement:

Lifelong is committed to creating an accessible, supportive environment and experience that recognizes diversity and cultural competence as integral components of what we do.

We are an Equal Employment Opportunity Employer and as such, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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DISCLAIMER: INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are an integral part of a compensation system, effective performance review system, related promotion, transfer, layoff, etc. decisions.

All descriptions have been reviewed to illustrate the job functions and basic duties, in addition to peripheral tasks or that could generally be considered as other duties as assigned.

In no instance, however, should the duties, responsibilities and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the positions.

Salary : $80,000 - $100,000