Description

Organization:  White Rock Center of Hope is a rapidly growing nonprofit dedicated to creating an East Dallas where all can thrive. Founded in 1988 by 13 local churches, Hope is now supported by 36 congregations and thousands of donors, shoppers, and volunteers who share a commitment to strengthening the community. Each year, Hope's Basic Needs and Personalized Empowerment programs positively impact more than 15,000 neighbors, providing immediate support while helping individuals and families move toward greater stability and economic self-sufficiency.

Job Summary: White Rock Center of Hope is seeking a Director of Operations to lead the people, systems, and infrastructure that keep Hope operating effectively and growing rapidly. Reporting to the CEO, this role has three core areas of responsibility: 

1.    Operational Leadership | 50%Thrift 
       Thrift Store, Facilities & Fleet, IT
   
   
2.    People, HR & Organizational Culture | 35%
      Employee HR, Volunteer Partnership, Staff/Volunteer Practices
   
   
3.    Organizational Effectiveness & Growth | 15%
       Systems, Processes, Accountability, Metrics, Cross-functional improvement, Growth 

Hope’s work is powered by 14 staff, supplemented by approximately 1,500 volunteers who provide much of the organization’s frontline labor. Volunteer recruitment, engagement, scheduling, and management are owned by the Development Team and Volunteer Manager. The Director of Operations does not directly manage the volunteer program, but partners closely with the Development Team to ensure that volunteer-facing operations are supported by clear, consistent, safe, and effective systems and practices.

As a member of Hope’s leadership team, the Director will bring structure, sound judgment, and a continuous-improvement mindset to the organization. The ideal candidate will be comfortable working in an ecumenical ministry context and collaborating respectfully with staff, volunteers, congregations, and community partners.

Reporting Structure: The Director of Operations reports to the Chief Executive Officer and directly supervises the leaders responsible for the Thrift Store, Facilities and Fleet, and other operational functions as assigned.

The Director works closely with the Senior Director of Development and Communications, Director of Neighbor Services, Finance Leadership, and other members of the management team to ensure effective coordination across the organization.

Duties/Responsibilities:

Operational Leadership – 50% 

Thrift Store 

•         Provide leadership, direction, coaching, and accountability to the Thrift Store Manager.
•         Monitor store operations, staffing, customer experience, donor experience, productivity, inventory flow, and overall performance.
•         Partner with the Thrift Store Manager to identify opportunities to improve revenue, efficiency, customer experience, donor experience, and mission impact.
•         Ensure store policies, procedures, safety practices, and operational standards are consistently followed.
•         Support appropriate staffing models, scheduling practices, training, and performance management.
•         Ensure the Thrift Store remains a sustainable, mission focused social enterprise.
•         Identify and implement operational improvements that support continued growth.

Facilities and Fleet 

•         Provide leadership and support for Hope's facilities, buildings, grounds, fleet, physical infrastructure, maintenance, safety, and security.
•         Oversee preventive maintenance, repairs, service contracts, and facility-related vendors.
•         Ensure Hope's facilities are safe, functional, well maintained, and appropriate for employees, volunteers, shoppers, donors, and neighbors.
•         Oversee fleet operations, including vehicle maintenance, scheduling, utilization, registration, insurance coordination, and related vendor relationships.
•         Develop and maintain appropriate procedures for facility and fleet use, safety, maintenance, and accountability.
•         Coordinate significant facilities, fleet, construction, renovation, and infrastructure projects.
•         Help develop capital needs and operational priorities related to facilities and fleet in partnership with the CEO and Finance function.

IT 

•         Oversee Hope's outsourced IT provider and serve as the primary internal point of contact for technology-related operational needs.
•         Ensure technology systems, equipment, cybersecurity practices, and support services effectively meet organizational needs.
•         Monitor the performance of outsourced IT services and hold vendors accountable to agreed-upon service levels.
•         Coordinate technology purchases, upgrades, implementations, and other IT projects.
•         Help ensure employees have the technology, systems, training, and support needed to perform their work effectively.
•         Partner with leadership and vendors to identify opportunities to improve technology, security, reliability, and efficiency.
•         Maintain appropriate oversight of technology-related policies, procedures, and organizational risk.

People, HR, and Organizational Culture – 35%

Employee HR & People Operations 

•         Serve as Hope's primary internal HR resource for employee-related matters, while partnering with the Development Team on organizational practices that affect the volunteer environment.
•         Administer payroll and 401(k) plan.
•         Support managers and employees with hiring, onboarding, performance management, employee relations, policies, and other personnel matters.
•         Partner with managers to address employee issues promptly, consistently, and with sound judgment.
•         Maintain and regularly update appropriate HR policies, documentation, procedures, and practices.
•         Ensure compliance with applicable employment laws, regulations, and organizational policies.
•         Identify opportunities to strengthen employee engagement, retention, communication, and professional development.
•         Coordinate with outside HR resources and other vendors as appropriate.

Staff & Volunteer Alignment

•         Partner with the Development Team and Volunteer Manager to ensure volunteer operations are supported by clear, consistent, and effective processes.
•         Help establish organizational practices that enable staff and volunteers to work effectively together.
•         Identify operational barriers that affect the volunteer experience or Hope's ability to effectively deploy volunteers, and work with appropriate leaders to address them.
•         Provide operational and HR guidance to the Development Team as appropriate, while respecting the Development Team's ownership of volunteer recruitment, engagement, scheduling, and management.
•         Partner with the Volunteer Manager and other leaders to clarify roles, responsibilities, workflows, safety expectations, and communication practices across staff and volunteer teams.

Organizational Effectiveness and Growth – 15%

General Leadership and Administration 

•         Serve as an engaged member of Hope's leadership team and promote collaboration across departments.
•         Partner closely with the CEO and other leaders to ensure operational priorities are aligned with organizational goals.
•         Promote a culture of ownership, accountability, problem solving, continuous improvement, and high performance while upholding Hope's mission.
•         Work collaboratively with Finance on operational budgets, purchasing, resource needs, and financial implications of operational decisions.
•         Manage key operational vendors and relationships.
•         Complete special projects and other responsibilities as appropriate to the role and as directed by the CEO.

Organizational Operations & Process Improvement 

•         Lead and develop direct reports, providing clear expectations, coaching, accountability, and support.
•         Ensure core operational functions work together effectively and support Hope's mission and strategic priorities.
•         Develop, document, and improve processes, systems, workflows, and operating procedures to increase effectiveness, efficiency, and consistency.
•         Identify operational challenges and opportunities and develop practical solutions.
•         Establish appropriate operational metrics and reporting to help managers, directors, and the CEO understand performance and identify areas for improvement.
•         Anticipate operational needs and help develop plans for continued organizational growth.
•         Coordinate cross-functional operational projects and ensure appropriate follow-through.

Requirements

How to Apply: Interested candidates should email a resume and cover letter to Greg Smith, CEO, White Rock Center of Hope, at greg@whiterockcenterofhope.org. In your cover letter, please share why you are a strong fit for the Director of Operations role and why you are excited about the opportunity to contribute to the continued growth and impact of White Rock Center of Hope. Please use “Director of Operations” as the subject line of the email.

Qualifications:

Required:

•         Commitment to White Rock Center of Hope's mission, vision, and values.
•         Significant leadership experience in operations, administration, human resources, or a related field, ideally in a growing organization with multiple functions or locations.
•         Demonstrated ability to lead and develop employees and hold people accountable while maintaining a positive and supportive culture.
•         Demonstrated ability to manage people, processes, vendors, facilities, and operational priorities effectively.
•         Strong problem-solving and decision-making skills, with the ability to identify issues, determine practical solutions, and follow through.
•         Demonstrated ability to build, improve, and implement systems and processes that support organizational effectiveness and growth.
•         Strong interpersonal and communication skills, with the ability to work effectively with employees, managers, executives, vendors, volunteers, and community partners.
•         Sound judgment and experience handling employee relations and HR matters with discretion, consistency, and care.
•         Working knowledge of budgets, financial reports, purchasing, and resource allocation sufficient to make sound operational decisions and partner effectively with Finance.
•         Bachelor's degree or equivalent combination of education and relevant experience.

Preferred:

•         Experience as a Director of Operations, Operations Manager, Director of Administration, or similar operational leadership role.
•         Experience leading operations in a nonprofit, social enterprise, community or religious organization, or other mission-driven environment.
•         Experience overseeing HR, facilities, fleet, IT vendors, or other shared operational services.
•         Experience supporting a growing organization through expansion, organizational change, or significant process improvement.
•         Experience managing outsourced vendors and service providers.