Manager, Office Operations

Position Summary:

• The Manager of Office Operations plays a critical role in shaping and enhancing office support functions at Lutheran Family Services. This leadership position oversees our regional support team, ensuring seamless and professional interactions across all touchpoints with clients, donors, and community partners. The Manager drives workflow improvements, develops service strategies, and fosters a high-performing team dedicated to service excellence for both internal and external stakeholders.

Job Duties:

• Oversee the day-to-day operations of the office support team, including recruiting and hiring, onboarding, coaching, staffing models, service delivery, and resource allocation, while ensuring efficient management of the phone system to support seamless communication and service.
• Supervise and mentor assigned staff while promoting high customer service standards, professional development, and accountability.
• Assess current office support workflows and identify operational gaps and areas for improvement.
• Develop scalable, standardized workflows to improve efficiency in office support services, ensuring seamless communication between departments.
• Collaborate with internal departments to establish standardized workflows and communication protocols.
• Track key performance indicators (KPIs) for office support services, ensuring continuous improvement in efficiency, response time, and service quality.
• Continuously evaluate and refine office support procedures to enhance the overall experience for internal and external stakeholders.
• Maintain high customer service standards across all public interactions, ensuring professionalism and accuracy.
• Develop and reinforce best practices for engaging with clients, donors, community partners, and other stakeholders.
• Ensure the Office Support team is equipped to provide timely and accurate information.
• Ensure adherence to organizational policies, procedures, and compliance standards.
• Develop and refine office support protocols to align with best practices and regulatory requirements.
• Oversee documentation and reporting related to office support functions.
• Perform other job-related duties as needed.

Required Skills/Abilities:

• Strong leadership and team management skills with experience supervising staff in an office, administrative, or customer service setting.
• Excellent communication, problem-solving, and organizational skills.
• Customer service expertise, with a focus on professionalism and public engagement.
• Proficiency in Microsoft Office Suite and other relevant administrative software.
• Strong analytical skills with the ability to monitor and evaluate performance metrics.
• Ability to manage priorities and make data-driven decisions in a fast-paced environment.
• Awareness and sensitivity of our constituents and the populations served by employees.
• Regular and predictable attendance, and promptness for work.
• Commitment to uphold the mission, vision, and values of Lutheran Family Services.
• Support Lutheran Family Services in the organization’s objective to be a diverse, equitable, inclusive, and accessible workplace.

Position Competencies:

• Taking Initiative
• Leadership
• Adaptability
• Relationship Building
• Communication Skills

Education and Experience:

• Bachelor’s degree in business administration or a related field is preferred. Equivalent work experience may be considered in lieu of degree.
• Three (3) to five (5) years of supervisory experience in office administration, customer service management, or a similar professional setting.
• Experience leading teams in high-volume environments is preferred.
• Experience in nonprofit, healthcare, or human services settings is preferred.
• Demonstrated understanding of and ability to work with people of diverse backgrounds.
• Valid driver’s license, proof of liability auto insurance, and ability to drive a personal vehicle on a daily basis for agency business.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Company-issued laptop and cell phone.
• In-office work environment with occasional remote opportunities.
• Regular travel to various worksite locations as needed.
• Evening and/or weekend ability required to address operational needs.

Lutheran Family Services is an equal opportunity employer. We do not discriminate against any employee or applicant for employment based on age, race, religion, color, ethnicity, disability, gender, sexual orientation, gender identity, or national origin.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: In person