Director of Operations

Background:

Tulsa Responds is a limited liability company (LLC) of Tulsa Community Foundation (TCF) dedicated to making a positive impact on individuals, families, and communities in Tulsa County by providing free and easily accessible support for tax filing, comprehensive enrollment in publicly funded benefit programs, and financial counseling. Tulsa Responds increases reach and convenience by offering assistance in English and Spanish at a main central site and several partner locations. Together with local non-profits and public agencies, Tulsa Responds simplifies enrollment in programs that increase opportunities for financial stability and economic mobility.

Position Summary:

The Director of Operations is responsible for leading all administrative and cross-functional processes, developing and orchestrating internal systems, and equitable implementation of policies, procedures, and standards to ensure effective and efficient operations throughout the Tulsa Responds organization. The Director of Operations works closely with the Executive Director to facilitate priorities and accountabilities of the Management Team to enhance cross-functional collaboration, best practices, leadership competencies, team performance & accountability, and overall TR results. This is a hands-on role: the Director builds the systems and also oversees facilities, technology, HR administration, and risk management for the organization. The Director also leads the development and implementation of a robust marketing and outreach plan that builds awareness of Tulsa Responds services, deepens community and partner relationships, and increases the number of Tulsa County residents served.

Responsibilities / Essential Job Function:

The following functions represent the majority of the duties performed by the position. The description is not meant to be all-inclusive or prevent other duties from being assigned when necessary:

• Leads the development, management, and continuous improvement of internal systems, policies, and processes to facilitate operational efficiency, optimal execution of workflows, continuity and accountability across the Tulsa Responds organization in alignment with all GKFF & TCF policies.
• Works closely with the Executive Director and Management Team to plan and facilitate effective strategic planning sessions; leads the strategic planning and management of the organization's operational plan and marketing and outreach plan, including defining and maintaining annual operating plans, timelines, and milestones; monitors progress and KPIs to proactively adjust action plans and resources to meet goals; and reports outcomes.
• Develops, implements, and manages a robust marketing and outreach plan for Tulsa Responds, including target audiences and messaging in English and Spanish, channels and tactics, partner and referral-site strategies, seasonal campaign calendars (such as tax season), budget, and measurable goals; evaluates results using data and community feedback and adjusts strategies to maximize reach, client enrollment, and impact.
• Maintains depth of knowledge regarding HR policies & compliance, people management protocols & best practices, professional employment boundaries, proactively aligning all TR internal systems and management practices with TCF/GKFF expectations & engaging proper stakeholders in a timely fashion to mitigate and resolve issues.
• Implements and maintains the standards of the TR/TCF people systems including staffing (workforce planning, selection, hiring, onboarding, offboarding) and performance management (job descriptions, performance feedback, skill development, accountability) systems throughout the organization, ensuring training of all people managers and supervisors as well as staff.
• Facilitates budget planning and development processes with the Management Team, supported by the Finance Manager, as well as financial reporting and review process.
• Establishes effective data management practices and operational & program performance metrics in collaboration with the Management Team, and utilizes data to inform organizational and program strategies and drive continuous improvement throughout the organization.
• Directly leads and supervises the Office Administrator, Facilities & Infrastructure Specialist, Community Outreach & Engagement Specialist, and Front Office Coordinator, along with other operational functions or external contractors as needed to achieve Tulsa Responds goals & objectives, including implementation of the marketing and outreach plan.
• Supervises and mentors the Facilities & Infrastructure Specialist in maintaining physical office spaces, and ensuring safety, security, maintenance procedures and resources are in place, including technology and hardware/software requirements.
• Manages purchasing, procurement, and vendor contracts to ensure cost-effectiveness and sound internal controls, in partnership with the Finance Manager and Office Administrator.
• Facilitates Management Team activities re: reviewing and ensuring continuity of processes, staff impact, and effectiveness across Tulsa Responds programs, proactively managing overlap or conflict that may arise with timelines, resource capacity/assignments, partners, etc. to maintain smooth processes, quality service delivery, and strong community relationships.
• Partners with the Executive Director in leading by example and developing the leadership team to be role models Tulsa Responds’ mission and culture, conducting all activities with integrity in alignment with principles and values of the organization, Tulsa Community Foundation, and George Kaiser Family Foundation.
• Other duties as assigned by Executive Director.

QUALIFICATIONS

Education & Experience:

• Bachelor’s degree in nonprofit management, business administration, or other related field is required (or equivalent of education and professional experience in related field).
• Minimum of 7 years of experience leading and managing operations, program, or administrative cross-functional teams in a highly collaborative and dynamic environment.
• Experience managing facilities, vendors, and contracts, including working with outside IT providers.
• Experience developing and implementing marketing, communications, or community outreach plans, ideally for a bilingual (English/Spanish) or community-based audience, is strongly preferred.
• Experience and/or strong competency related to process design/development, root cause analysis, project management, and process improvement is a plus.
• Proficient in Microsoft Office Suite and Google Workspace, with capability to quickly learn and utilize other relevant software (such as HubSpot, Asana, Slack).
• Experience in a social services, human services, or nonprofit setting is a plus; HR certification (e.g., PHR, SPHR, SHRM-CP, SHRM-SCP) is a plus.
• Familiarity with government grants, contract compliance, and funder reporting, and a background in risk management, safety, or emergency planning, are a plus.

Competencies, Skills & Abilities:

• Demonstrated cultural competency, depth of interpersonal skills, and people management best practices, with experience integrating these values into operational practices and team culture.
• Excellent communication and facilitation skills, approaching all interactions with positive intent, collaboration, professional accountability, and solutions-based approach.
• Strong organizational and project management skills, proven track record developing and managing annual operating plans, prioritizing & proactively managing timelines, budgets, and resources to achieve defined outcomes.
• Demonstrated ability to develop and execute marketing and outreach strategies, build community and partner relationships, set measurable outreach goals, and manage staff and contractors toward those results.
• Demonstrated ability to translate ideas and expectations into processes and action plans, analyze & create workflows across organizations, create clarity out of ambiguity, and aligning the resources/activities/priorities to achieve goals.
• Systems thinker (vs silos and reactive problem solving), with ability to discern/anticipate needs & root causes, proactively mitigate issues, adapt/improve processes, and effectively implement (demonstrates proper change management) for future success.
• Ability to define and utilize appropriate metrics to measure success and performance of the organization as well as internal programs, processes, and procedures.
• Sound judgment and discretion with confidential and sensitive information.
• Hands-on, flexible approach, with the ability to shift between strategic and tactical work.
• Working knowledge and professional application of employment laws, understanding of HR policies & procedures, people management best practices (demonstrated competencies in managing selection & onboarding processes, performance feedback & skill development, employee relations, conflict resolution, etc.)

Physical Requirements:

• Communicate: Frequent phone, in-person, and messaging communication via various platforms. Must be able to exchange information effectively and accurately in all elements of verbal and written communication.
• Operate: Constant operation of computer, phones, and other office productivity tools.
• Willingness and ability to travel between program, client, partner, and other stakeholder locations as required.
• Ability to lift up to [25] pounds and move around the facility as needed.

Hours & Location:

• Position is based in Tulsa, OK at the Alameda central office located at 2174 S. Sheridan Road and requires travels to other partner sites/office locations as needed.
• Typical work hours are Monday – Friday from 8:00 to 5:00, with flexibility required for various events, meetings, and relevant business needs.
• Must be reachable for urgent building, security, or technology issues, with occasional evening or weekend work as needed.

Benefits and Compensation:

As part of our overall compensation package, we offer work/life flexibility, comprehensive health benefits, paid time off, and generous retirement contributions designed to support you and your family. Details:

• 100% employer paid medical, dental, and long-term disability for full-time employees only. Option to add vision and dependents.
• 401(k) employee and employer contributions.
• Paid time off to support you while you are out of the office.
• Paid holidays so our employees can spend time with those they care about.
• Employer-paid AD&D life insurance, with employee option to add supplemental life insurance.