Manager, Operations

Manager of Operations and Technology

Reports To: Chief Executive Officer
Department: Administration/Operations
Employment Status: Full-Time, Exempt, Salaried
Schedule: Full-time, with flexibility for occasional evening, weekend, emergency, or multi-site operational needs

Summary
The Manager of Operations and Technology is responsible for coordinating PRAB’s agency-wide operational infrastructure, technology systems, facilities processes, and administrative systems to support safe, efficient, reliable, and well-documented organizational operations.

The position serves as PRAB’s primary operational systems lead and works across programs, Finance, Human Resources, administration, facilities, and technology to ensure that staff have the tools, systems, access, procedures, and operational support necessary to perform their work effectively.

The Manager leads day-to-day operational coordination, technology support and planning, facilities and asset systems, organizational workflow improvement, operational documentation, vendor coordination, data infrastructure, and continuity planning. The position is expected to identify operational risks, strengthen organizational systems, reduce reliance on informal or person-dependent processes, and support implementation of standardized procedures across the agency.

Responsibilities
Agency Operations Management
•    Coordinate day-to-day operational systems across PRAB locations.
•    Maintain and improve systems for work-order submission, assignment, tracking, escalation, and completion.
•    Coordinate facilities-related concerns with appropriate staff, vendors, property representatives, and organizational leadership.
•    Maintain systems for agency keys, access controls, equipment, physical assets, and operational inventories.
•    Coordinate vehicle records, maintenance schedules, registrations, inspections, and related operational documentation.
•    Oversee agency internal deliveries and related logistical processes as appropriate.
•    Support operational readiness of PRAB sites, including workspace functionality, technology access, equipment availability, and service continuity.
•    Maintain clear records of open operational issues, responsible parties, next steps, and completion status.
•    Prepare regular operational status reports identifying completed work, pending issues, risks, and upcoming priorities.
•    Escalate significant safety, facility, technology, security, or continuity concerns promptly to the CEO and appropriate leadership.

Technology and Information Systems
•    Serve as the primary internal lead for PRAB’s day-to-day technology environment.
•    Coordinate staff technology support, troubleshooting, equipment setup, user access, and technology-related service requests.
•    Manage relationships and communication with external technology vendors, service providers, and consultants when applicable.
•    Oversee deployment, tracking, reassignment, and return of organizational technology equipment.
•    Maintain accurate technology inventory and assignment records.
•    Coordinate setup and maintenance of computers, mobile devices, printers, phones, conferencing equipment, and related systems.
•    Support administration and effective organizational use of Microsoft 365 and other approved software platforms.
•    Support SharePoint, Power Apps, data systems, workflow automation, and other organizational technology initiatives as assigned.
•    Assist departments with identifying appropriate technology solutions to improve efficiency and reduce unnecessary manual processes.
•    Maintain appropriate system-access procedures, including onboarding, role changes, offboarding, and access reviews in coordination with HR and leadership.
•    Promote appropriate cybersecurity, password, access-control, data-storage, and technology-use practices.
•    Coordinate response and escalation for significant technology outages, security concerns, or system failures.

Systems, Workflow, and Process Improvement
•    Evaluate existing operational processes and recommend improvements that increase efficiency, accountability, consistency, and service continuity.
•    Support development, documentation, implementation, and maintenance of agency-wide operational Standard Operating Procedures.
•    Translate recurring operational activities into clear workflows, responsibilities, timelines, and escalation procedures.
•    Identify processes that rely excessively on individual knowledge, manual workarounds, or undocumented practices and recommend sustainable alternatives.
•    Support development and maintenance of forms, tracking systems, dashboards, shared logs, and automated workflows.
•    Work with program and administrative staff to ensure operational systems align with actual organizational needs.
•    Assist with implementation of new systems and organizational changes, including staff training and transition support.
•    Monitor whether approved processes are functioning as intended and recommend adjustments when needed.
•    Maintain organized operational documentation so that essential functions can continue during staff absences or transitions.

Facilities, Assets, and Operational Readiness
•    Coordinate facilities-related work across PRAB locations in partnership with custodial staff, program leadership, vendors, and other designated personnel.
•    Maintain centralized records of facility repairs, inspections, maintenance schedules, equipment needs, and open issues.
•    Coordinate operational follow-up related to HVAC, alarms, access systems, utilities, building systems, and other facility concerns.
•    Support planning for emergency preparedness, site readiness, safety procedures, and continuity of operations.
•    Maintain agency asset and equipment records and support periodic inventory reviews.
•    Coordinate storage, records, and equipment organization where operational oversight is required.
•    Support facilities-related vendor coordination and project tracking.
•    Ensure operational concerns are documented through approved systems rather than informal or undocumented communication alone.
•    Assist leadership with assessing operational priorities, facility needs, and infrastructure investments.

Vendor and Operational Project Coordination
•    Coordinate operational vendors and service providers in collaboration with Finance and program leadership.
•    Obtain quotes, estimates, service information, and project documentation when assigned.
•    Track operational project timelines, deliverables, open items, and completion.
•    Maintain organized records of operational vendor contacts, service histories, and relevant agreements.
•    Ensure purchase requests and operational expenditures follow established PRAB approval and procurement procedures.
•    Provide operational information to Finance for payment, budgeting, allocation, and documentation purposes.
•    Support implementation of agency infrastructure projects, equipment purchases, technology upgrades, and facility improvements.
•    Escalate vendor performance, cost, or service concerns to appropriate leadership.

Data Infrastructure and Reporting Support
•    Support development and maintenance of organizational data platforms, dashboards, trackers, and operational reporting tools.
•    Work with program leadership to translate operational and program needs into functional data systems.
•    Support data-access controls, shared-file organization, secure storage, and continuity of records.
•    Assist with data-quality processes, including identifying incomplete, inconsistent, or inaccessible records.
•    Support development of reporting dashboards and tools that allow managers to monitor performance, workload, and unresolved issues.
•    Maintain appropriate separation between technology administration and programmatic ownership of data.
•    Support staff training on approved data systems and documentation practices.
•    Support implementation and maintenance of the intake, referral, case-assignment, follow-up, and outcome-tracking platform.
•    Support dashboards and reporting tools needed by the MSC Manager and organizational leadership.
•    Maintain appropriate system permissions and secure documentation processes.
•    Assist with identifying data-quality issues and operational barriers affecting reporting.
•    Support modifications to project systems as workflows evolve during the pilot.

Community Health Access, Stabilization, and Wellness Hub Support (NOTE: Does this have to be in the job description? Can we mold this into the rest of the JD and then send a notice to the staff member in the role about this specific support?)
•    Coordinate operational and technology readiness for the RWJBarnabas Health partnership.
•    Support setup of workstations, technology, devices, secure storage, forms, data platforms, and communication systems.
•    Coordinate space, equipment, scheduling, setup, and operational logistics for approved on-site partnership activities.
•    Work with the MSC Manager to ensure operational systems support referral, intake, follow-up, documentation, and reporting requirements.
•    Coordinate with custodial and other operational staff regarding delivery, materials, setup, breakdown, and site readiness.
•    Support implementation of operational workflows developed during the pilot.
•    Participate in internal launch and implementation meetings as appropriate.
•    Assist leadership in identifying infrastructure needs before expansion of referral volume or program activities.

Operational Risk, Security, and Continuity
•    Identify operational vulnerabilities and recommend appropriate corrective actions.
•    Maintain systems that support continuity of critical functions during staff absences, emergencies, technology failures, or organizational transitions.
•    Support appropriate backup, access, records, and equipment continuity processes.
•    Coordinate immediate operational response when facility or technology issues threaten service delivery.
•    Maintain confidentiality and appropriate access controls for organizational information.
•    Promptly report suspected technology, security, confidentiality, operational, or safety incidents through established channels.
•    Participate in emergency-preparedness and continuity planning.
•    Support post-incident review and process improvement when significant operational failures occur.

Qualifications
•    Bachelor’s degree in information technology, business administration, operations management, management information systems, nonprofit management, or a related field preferred.
•    Equivalent combination of education, technical training, certifications, and relevant professional experience may be considered.
•    Minimum of three years of progressively responsible experience in operations, information technology, systems administration, facilities coordination, project management, or a related field preferred.
•    Demonstrated experience supporting organizational technology and troubleshooting user or system issues.
•    Experience coordinating vendors, projects, facilities, systems, or multi-site operations preferred.
•    Experience developing or improving workflows, procedures, documentation, or operational systems strongly preferred.
•    Experience with Microsoft 365, SharePoint, cloud-based systems, databases, or workflow automation strongly preferred.
•    Experience in a nonprofit, human-services, education, healthcare, or other mission-driven environment preferred.
•    Valid driver’s license and ability to travel among PRAB locations required.
•    Bilingual English/Spanish preferred.

PRAB IS AN EQUAL OPPORTUNITY EMPLOYER