Sr. Operations Manager

Job Title: Sr. Operations Manager, Marjorie Kovler Center

Location: New York, New York

Work Arrangement: Hybrid

Job Type: Regular Full-Time

Classification: Salaried, Exempt

Department: US Programs, MKC

About Heartland Alliance International & Marjorie Kovler Center: Heartland Alliance International (HAI) is a global human rights organization advancing the health and human rights of marginalized communities. HAI provides trauma-informed mental health care, access to justice for survivors of rights abuses, and stigma-free health services. Through innovative, equity-driven approaches, HAI promotes human rights protections and gender equality across its global and U.S.-based programs.

HAI's Marjorie Kovler Center (MKC), originally based in Chicago, is a nationally recognized treatment center for survivors of torture and severe trauma and their families. Serving individuals from more than 60 countries, MKC provides trauma-informed, culturally responsive mental health, medical, and social services. The center also advocates for the end of torture worldwide and for the rights of immigrant and refugee communities. HAI is now expanding the MKC into New York City, extending its nationally recognized survivor-centered model to reach more individuals and communities.

Summary: The Sr. Operations Manager plays a critical role in supporting the day-to-day functioning of the Marjorie Kovler Center. This position ensures operational excellence across administrative, facilities, and program support functions, enabling the clinical and advocacy teams to deliver high-quality services to survivors of torture. The Sr. Operations Manager may supervise staff as operations grow and will collaborate
closely with program leadership to maintain a trauma-informed, participant-centered environment.

Key Responsibilities:

Strategic Leadership

• Provide support to the development and implementation of organizational strategic planning and initiatives.
• Provide leadership and support for special projects as assigned.

Operations & Facilities Management

• Oversee daily operations of the MKC-New York, including facilities coordination, scheduling maintenance and repairs, vendor management, and administrative systems.
• Manage inventory and procurement of supplies and equipment, ensuring cost-effective and timely purchasing.
• Maintain compliance with procurement policies by securing competitive quotes and preparing necessary documentation for purchases and services exceeding $10,000.
• Assist with onboarding of new staff, interns, and volunteers, including workspace setup.
• In collaboration with HR, provide HR-specific operational support for HAI including but not limited to the development and maintenance of end-to-end employee lifecycle processes, procedures, workflows and communications.
• Maintain accurate records and documentation related to operational processes, HR support, compliance, and program activities.

Financial Management & Compliance

• Collaborate with program leadership and finance teams to develop program budgets, monitor expenditures, and ensure adherence to federal regulations, internal controls, and compliance requirements.
• Manage program-related financial operations, including but not limited to processing invoices, expense reimbursements, credit card purchases, and executing wire transfers to vendors as needed and administering petty cash disbursements.
• Assist leadership in executing, ensuring accuracy and timely processing.
• Create new cost centers for projects and maintain accurate records in the organization’s donor database and internal file systems.
• Ensure timely completion of annual property tax exemption filings and apply and maintain the organization's sales tax exemption status.

• Provide support for internal and external audits, responding to requests for supporting materials, maintaining audit files, and coordinating with Finance and program leadership to ensure timely submission of requested information.

Donor & Contract Management

• Support donor management and development activities by updating the donor database, recording new donations, and generating donation reports as needed.
• Oversee the preparation and processing of independent contractor agreements through Zoho, including invoice handling and W-9 documentation.

Program Support & Coordination

• Support program logistics including client transportation coordination and interpreter services.
• Serve as liaison with HR, IT, and finance teams to ensure operational alignment and compliance.
• Contribute to continuous improvement efforts to enhance service delivery and operational efficiency.
• Uphold trauma-informed and culturally responsive practices in all aspects of operations.

Supervisory Responsibilities:

• As operations grow, may supervise staff by providing guidance, performance management, and professional development support.
• May provide guidance to interns or volunteers as needed.

Education and Experience:

Required

• Bachelor’s degree in business administration, nonprofit management, social work, or related field required or equivalent experience.
• Minimum of 5 years of experience in operations, program administration, or nonprofit management.

Preferred

• Language needs vary based on program and participant populations served. Bilingual proficiency in a language other than English (e.g., Spanish, French, Arabic, Pashto, or Portuguese) preferred.
• Experience working in human services, mental health, or immigrant/refugee support settings strongly preferred.
• Prior supervisory experience

Knowledge/Skills/Abilities (K/S/A):

• Strong organizational and problem-solving skills with attention to detail.
• Excellent interpersonal and communication skills.
• Ability to manage multiple priorities in a trauma-informed environment.
• Proficiency in Microsoft Office Suite.
• Commitment to human rights, social justice, and equity.
• Cultural humility and ability to work effectively with diverse populations.

Work Environment: HAI has a dynamic and collaborative work environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicate effectively, both verbally and in writing
• Sit, reach with arms and work with hands to operate computers or equipment
• Stand, walk, climb stairs, and may need to kneel or crouch to access workspace equipment
• May occasionally need to lift or move items up to 10 pounds

Equal Opportunity Employer Statement: Heartland Alliance International makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.