Operations Manager

Position Summary

The Operations Manager effectively administers the day-to-day operations of The Resolution Center. The Operations Manager works to ensure that the organization is running smoothly with space, technology, financial management, processes, and procedures in place to enable effective service delivery.

The Operations Manager is a full-time staff member with a starting salary of $53,000-$58,000 per year, who is responsible for leadership of organizational development, administrative, and finance workstreams. The person in this role reports to the Executive Director and works closely with peers, potentially future direct reports, and mentors from a variety of professional backgrounds, including the Board of Directors, Manager of Mediation Services, Mediation Case Manager, Program Coordinator, AmeriCorps Member, volunteers, partner organizations, and clients.

To apply, please submit a resume along with a brief cover letter that describes your interest in and qualifications for the role by email to applications@ResolutionNorthShore.org, with the subject line “Operations Manager – [last name]”. We expect to invite a small number of applicants for initial interviews by phone/Zoom on a rolling basis in March/April 2025.

Responsibilities

Responsibilities of the Operations Manager include, but are not limited to:

• Program Support (approx. 10-20% of role or 4+ hours a week, varies based on program calendar)
  • Field inquiries from community members to refer to relevant team members
  • Oversee compliance with Massachusetts SJC Uniform Rules on Dispute Resolution with particular focus on ethical attention to the mediation principals
  • Contribute to effective mediation program management, including Family Mediation, Court and Community Mediation, Parent Mediation Program, Housing Mediation Program, Re-Entry Mediation Program, primarily through process management, scheduling, and data management
  • Contribute to effective training programs, including Basic Mediation Training, workshops, and events, with a focus on program logistics, invoicing
• Volunteer and Public Communications (approx. 20-30% of role or 4+ hours a week)
  • Oversee administrative components of recruitment, support, and engagement of volunteer panel; maintain accurate volunteer database (Customer Relationship Management software) and communications tools.
  • Develop, implement, and oversee communications and marketing strategies, including event logistics for outreach events, newsletters, and contribute to social media content
• Finance & Operations (approx. 30-40% of role or 10-12 hours a week, varies based on grant proposal & reporting and budget planning calendars)
  • Partner with the Treasurer and Executive Director to manage all finances including annual budget development, internal and external reporting, accounting systems, and payroll
  • Manage contracts with vendors, consultants, and professional services (book-keeping, insurance, audit/financial review)
  • Manage contracts and invoicing of clients for fee-for-service mediation and training
  • Spearhead grant writing by determining opportunities for major impact; monitor grant-funded work to ensure compliance; develop and implement individual donor fundraising (donor cultivation, fundraising events, peer-to-peer fundraising) and donor Customer Relationship Management system
• Office & Technology Management (10-25% of role)
  • Oversee operations including record-keeping, project management tools and procedures, case management tools and procedures, templates and file management (hard copy / digital)
  • Manage technology needs of the organization (software, hardware, maintenance, use policies), including state-mandated case management database administration
  • Manage office space (supplies, equipment, hybrid work capacity) and tools and policies to ensure accessible and inclusive service delivery

Desired Skills and Experience

We welcome applicants with diverse identities and experiences. Research has shown differences in how people interpret job postings – for example, a study found that men applied for jobs if they meet 60% of the qualifications, while women only applied if they met 100% of the qualifications listed. If you have or are working on some of these skills, and have experience that would add value to our work and community, please apply to start the conversation:

• Highly organized, able to independently keep track of multiple workstreams, meet strict deadlines, and coordinate processes within a team
• Excellent verbal and written communication skills
• Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes; Ability to engage in cross-cultural communication effectively
• Commitment to and 2 + years of experience in fundraising and grant writing/grant management
• Deep understanding of and 2 + years of experience in budget development and management
• Strong competency with standard office technology (including Word, Excel, PowerPoint, Zoom, Teams, SharePoint), and ability to support others in utilizing technology tools to achieve program goals, troubleshoot problems, and develop new systems as needed.
• Past experience with or comfort using a CRM (such as Salesforce, Bloomerang, Constant Contact, NationBuilder, HubSpot, Salsa, etc.); understanding of the value of critical data collection
• Interest in and willingness to participate in continuous professional development to expand skills while in the role, and interest/capacity to lead a variety of training/workshop options

Hours and Compensation

This is a full-time, salaried position starting at $53,000-$58,000 per year depending on experience and increasing by cost of living, merit increases, and/or bonuses with tenure and success in the role. We offer a Qualified Small Employer Health Reimbursement Arrangement (QSEHRA) to support employees’ healthcare costs up to $300 per month. We provide a 401(k) retirement plan with an employer match (typically 2-3% per year). We offer three paid vacation weeks per year (increases to 4 weeks after 2 years of employment) along with paid sick leave and a flexible work environment.

The Resolution Center operates on a flexible 40-hour work week with business hours between 9am and 5pm, Monday-Friday. Staff are expected to establish a work schedule with their supervisor that provides consistent coverage of those core business hours among the staff team, with flexibility for staff to provide services outside of core business hours to meet community needs (for example, trainings that occur on weekends, mediations that occur in the evening), and flexibility for staff to work on a schedule that is healthiest and most productive for them as they manage their personal responsibilities and priorities outside of work as well.

Location and Working Conditions

This is a hybrid position, primarily consisting of computer and phone-based program administration/office work (which can be performed fully in The Resolution Center office or a combination of in-office and remotely), as well as in-person and online trainings, events, and meetings that may include speaking in front of a group, sitting or standing for periods of time, and transporting or arranging for transport/set up of basic event supplies and materials. The Resolution Center office is located in the Cummings Center in Beverly, MA. We can accommodate the hybrid arrangement that best suits the person hired into this role, though we expect the person in this role will work at least 2-3 days per week in the office on average to facilitate teamwork and to be the lead staff member on physical office management.

About The Resolution Center 

Formerly called the North Shore Community Mediation Center, we were established in 1994 as a non-profit organization providing conflict resolution skills and services to people across Essex County, MA. Our mission is to educate and empower people to transform conflicts into opportunities for mutual understanding, social change, communication, and personal growth.

We are a staff of 5-6 people with a large network of volunteers and partners. Together, we provide direct service in community, family, and court-referred conflicts; mediation training to residents, schools, organizations, professional associations, businesses and municipalities; and customized conflict resolution and restorative practice workshops and facilitations.

As mediators we encourage respectful engagement for diverse perspectives to be heard and offer a place where people can have constructive conversations. The ideas of access, empowerment, equity, quality, creativity, and service are what define us as community peace-makers. We strive to create an inclusive workplace that brings together a diverse group of staff and volunteers who represent the range of experiences and identities that make up our community. 

To learn more about our work, please visit https://www.resolutionnorthshore.org and explore our mediation and training services, history, leadership, and recent activities.

• Excellent verbal and written communication skills in English; additional languages spoken widely in Essex County MA a plus
• Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes; Ability to engage in cross-cultural communication effectively