Senior Operations Officer

Position Overview:

The Senior Operations Officer leads the execution of highly complex, non-technical business initiatives and projects that enable the organization to function effectively and efficiently. This role serves as a project manager and operations/management generalist across facilities, IT coordination, security, procurement and business process improvement, driving cross-functional projects, developing practical solutions to operational challenges, and strengthening the systems and processes that support the organization’s work.

Reporting to the Vice President, Operations (VP, Ops), this role works closely with leadership and colleagues across the organization to ensure that operational initiatives are well-planned, effectively implemented, and aligned with organizational priorities.

Key Responsibilities:

Operational Project Management

• Under the oversight of the VP, Ops lead operational projects from planning through execution, coordinating across multiple teams and stakeholders.

• Develop project plans, timelines, and deliverables, ensuring initiatives are completed on time and aligned with organizational priorities.

• Identify risks, troubleshoot challenges, and adjust project plans as needed to ensure successful outcomes.

• Provide guidance and structure to operational initiatives, helping bring clarity to ambiguous or evolving needs.

• Mediate and resolve day-to-day IT, security, facilities, personnel matters and/or elevate them to the VP, Ops, especially escalating sensitive, high-impact, or enterprise-critical matters.

Business Process Improvement and Maintenance

• Identify and lead efforts to improve operational workflows and reduce administrative burden across the organization.

• Partner with the VP, Ops to draft policies in related areas, calendarize regular review of existing policies, and recommend enhancements as business circumstances warrant.

• Design and implement new processes that enhance efficiency, clarity, and scalability.

• Develop and maintain existing business processes owned by Operations and craft reports, analytics, and documentation for key operational processes and systems.

Facilities and Workplace Operations

• Implement Operations strategy and deliver against Operations team OKRs, adjusting priorities as needed to match shifting organizational needs and risks.

• Lead coordination of facilities-related initiatives including space planning, office logistics, and workplace improvements.

• Serve as a primary point of contact with building management, NIH partners, and facilities vendors.

• Ensure the office environment supports collaboration, comfort, and safety for local and geographically dispersed staff and teams.

• Own communications related to facilities updates and workplace changes.

IT Coordination and Operational Systems

• In partnership with the VP, Ops, partner with external IT providers and internal stakeholders to support implementation and optimization of organizational systems.

• Support the VP, Ops in leading coordination of organization-wide technology initiatives, ensuring smooth rollout and adoption.

• Partners with the VP, Ops and leadership to translate operational needs into technology solutions that improve efficiency and effectiveness.

• Troubleshoot and escalate complex systems or operational issues as needed.

Organizational Support

• Serve as a trusted operational partner to teams across the organization, providing standard office services, helping diagnose challenges and develop practical solutions.

• Coordinate with vendors and external partners supporting operational functions.

• Monitor and respond to Operations Inbox inquiries, ensuring timely and thoughtful resolution of employee requests.

• Develop systems to monitor and track assets including equipment, peripherals, and building access.

• Provide informal guidance and support to early-career operations staff as needed.