Operations Manager

The Operations Manager plays a critical leadership role in ensuring the Ronald McDonald House operates efficiently, safely, and compassionately while maintaining a warm, welcoming, and family-centered environment for guests. This position oversees daily operations, facility management, housekeeping, meal program operations, volunteer engagement, and staff supervision.

The ideal candidate is a proactive leader with strong operational and facilities management experience, excellent problem-solving skills, and a passion for serving families experiencing medical crises. This role requires sound judgment, independent decision-making, and the ability to lead a diverse team while fostering a culture of hospitality, collaboration, and excellence.

Daily Operations:

· Oversee daily House operations assuring that established policies and procedures are followed

· Oversee the Operations Coordinator and the housekeeping team to ensure room cleanliness and readiness for check-in

· Oversee the operation, maintenance, and repair of building systems

· Manage the building in case of medical, facility, or weather emergency

· Responsible for independent decision making for day-to-day operations issues involving staff, guests, and volunteers. Seek guidance from the Senior Director of Programs and Operations as needed

· Collaborate with the Senior Director of Programs and Operations to create procedures that support efficient operations

· Supervise Operations Team, per the current Org chart, assign work, provide direction, and ensure compliance with established standards. Oversee scheduling of operations personnel assuring appropriate coverage levels

· Collaborate with the Senior Director of Programs and Operations and the House Manager to design and schedule weekend staffing plans to meet the needs of the House and contribute to continuity of service across shifts

· Ensure all necessary supplies are available to support smooth House operations. Oversee in-kind donation inventory and record keeping for audit purposes. Keep spending in line with operating budget

· Assist with family needs as required

· Provide onsite management from 8:00am-4:00pm Monday-Friday

Property Management

· Oversee property inspections to ensure standards are maintained regarding maintenance, repairs, environmental services, safety, security, and general upkeep in accordance with Ronald McDonald House global guidelines

· Coordinate with House Manager role and Maintenance Assistant to ensure monthly inspections and repairs are completed

· Maintain inspection schedules and monitor facility related contract services. Organize logistics of repairs.

· Supervise Operations Coordinator in maintaining CMMS system

· Serve on the Building and Grounds Committee.

· Collaborate with Senior Director of Program and Operations; President & CEO, and Building & Grounds Committee to develop the annual operating & capital budget

Volunteers and Community Groups

· Collaborate with volunteer team to ensure smooth daily operations of the Ronald McDonald House

· Create and manage meaningful projects for large corporate groups

· Manage service groups for yard work and cleaning activities: includes communicating, scheduling, ensuring on-site management is provided, and sending thank you notes.

· Support the Operations and Volunteer Teams by providing on-site management of other volunteer groups, as needed

· Provide exemplary customer service to ensure a positive and rewarding volunteer experience for groups and individuals.

· Actively support and participate in volunteer recognition

Meal Program

· Oversee the strategy of the Spoonful of Hope meal program

· Supervise the Chef and Operations Coordinator as they handle the day-to-day operations of the program

· With Chef, oversee the commercial kitchen; ensure that equipment meets safety standards. Ensure staff and volunteers are well informed and trained in policies and procedures of safe food handling.

· Communicate goals, feedback, and coaching for Chef

· In conjunction with Chef, ensure program expenses are in line with the approved budget

· Assist with recruitment and stewardship of corporate groups and other volunteers for the meal program and provide coverage when Operations Coordinator is absent

· Ensure adequate supplies are in place for preparing and packaging meals

Other:

· Supervise the following positions: Operations Coordinator; Chef; Maintenance Assistant; Housekeeping Staff; Overnight Concierge Officers. Provide coaching and feedback to help the team reach full potential.

· Provide on-call coverage on a rotating schedule with other members of the Operations Team

· Assist with House special events as needed

· Participate in staff development seminars as required

· Participate in House tours

· Participate in outside speaking engagements at the request of supervisors

· Other duties as assigned by SDPO or President & CEO

Qualifications:

Bachelor’s degree in a related field preferred

Minimum 3 to 5 years of management experience

Excellent interpersonal skills with the ability to relate to people of diverse backgrounds

Demonstrated problem solving and independent decision-making skills

Demonstrated facility management experience

Excellent verbal and written communication

Demonstrated ability to operate effectively in a flexible, team-oriented environment

Ability to be adaptable and flexible to support the 2-hour nature of the facility

Work Environment and Physical Requirements:

Work is performed on-site, in an office environment requiring regular use of computers, telephones, printers, copiers, and other standard office equipment. Screen time is common in this position.

Employees are regularly required to sit, stand, walk, reach, bend, kneel, crouch, and occasionally lift materials up to 25 lbs.

Employees are occasionally required to visually inspect the work of a housekeeping team as well as read, interpret, and provide feedback on internal and external documents.

Pay: $60,000.00 - $75,000.00 per year

Education:

• Bachelor's (Required)

Ability to Commute:

• Wilmington, DE 19803 (Required)

Work Location: In person