On-Duty Operations Manager (OD)

About the role

Join JCC Greater Boston, a vibrant community center and welcoming workplace with a strong emphasis on teamwork and making a difference in the lives of others. This key role helps maintain a safe and welcoming environment. Under the supervision of the OD Coordinator, the OD Operations Manager provides operational oversight and is a reliable, collaborative, and professional presence in the community to support members and staff on duty, particularly outside of prime business hours.

This position is primarily responsible for providing staff and members with effective and timely guidance, problem resolution, direction, and interventions to ensure excellent customer-centric services aligned with JCC Values and maintaining JCC's conduct and service level expectations.

Responsibilities

• Provide collaborative, communicative, and decisive oversight of the building.
• Exhibit a vigilant and active oversight presence and visibility.
• Perform ongoing building rounds during shift (at least once every 30 minutes).
• Respond to calls and requests in a timely manner.
• Provide effective and timely resolution to complex situations, questions, concerns, conflicts, and issues in a fast-paced environment.
• Elevate issues to security or other leadership/management as needed.
• Provide support, communication, and decision-making that prioritizes community safety and adheres to community standards for conduct and service.
• Act as the first point of contact for staff during medical emergencies.
• Receive, address, document, and share communication of issues during shifts; ensure clear, detailed documentation of incidents and process timely incident/accident reports for follow-up.
• Address suspicious or unsafe behaviors or activity; contact JCC security as needed.
• Foster a welcoming, friendly, and respectful environment for all members and staff, modeling this at all times.
• Present professional conduct by introducing yourself, greeting members by first name (if known), smiling, and engaging in friendly conversation.
• Listen to member concerns and suggestions attentively; address concerns courteously and initiate either full resolution (if possible) or provide interim remedy to effectively diffuse the situation.
• Enforce all procedures and policies of the JCC, including Health & Fitness department policies and procedures.
• Effectively execute and follow all On-Duty Manager procedures.
• Report all accidents, incident paperwork, issues, and concerns directly to the OD Coordinator; follow protocol for effective documentation.
• Actively create an inclusive and welcoming environment where each individual is valued, respected, and part of the community.
• Actively participate as an essential member of the Health & Wellness team while serving the entire community in this key role.
• Support JCC Greater Boston's mission, vision, and values of belonging, joyfulness, collaboration, and transformation through personal role modeling.
• Participate in all assigned staff trainings and meetings; contribute to overall organizational success.
• Record hours worked using the Paylocity system in accordance with the payroll schedule.
• Follow JCC policies and practices/protocols; be punctual and give notice of shift coverage when needed per JCC policy.
• Other duties as assigned.

Requirements

• High school diploma or equivalent; at least 1 year of successful experience overseeing a function or people (equivalent combination of education and experience may be substituted).
• Must currently hold a valid and active CPR/AED/First Aid Certification.
• Strong computer skills: proficiency in Microsoft Outlook, Word, and Excel.
• Knowledge and familiarity with the needs of members and families; ability to translate ideas and feedback into innovative and meaningful experiences.
• Ability to tactfully handle challenging conversations and situations; trained in de-escalation or willing to be trained.
• Excellent organizational and time management skills.
• Ability to multitask and manage situations effectively and diplomatically; adapt to evolving needs and circumstances.
• Superb interpersonal and active listening skills, tactful effective communication, persuasion, and negotiation skills.
• History of effective decision-making skills and good judgment.
• Commitment and excellent ability to build strong relationships with a variety of members.
• Willingness to work early mornings, evenings, and weekend hours.

Skills

• Demonstrated ability to prioritize and support community safety while adhering to community standards for conduct and service.
• Professionalism in fostering a welcoming and respectful environment.
• Strong relationship-building skills with diverse members and staff.

Physical Requirements

• Must be performed onsite in a busy, dynamic, and sometimes noisy environment involving multiple tasks and priorities.
• Able to lift and carry up to 40 pounds.
• Able to sit and kneel to get eye level with small children.
• Able to stand and walk for long periods of time (often for an entire shift).

Individuals must possess these criteria for knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation.

About JCC Greater Boston

Since opening its doors in 1983, JCC Greater Boston has been committed to creating a vibrant, inclusive, diverse community by nurturing meaningful, lasting relationships. Through our network of early learning centers, day camps, regional teen and family programs, health and wellness offerings, and adult arts and ideas classes, JCC Greater Boston provides highly valued connections, learning, and experiences for the Jewish community and friends.

JCC Greater Boston staff enjoy working in an innovative, friendly, and welcoming environment where their talents and contributions are appreciated. In our recent employee survey, staff rated their direct management and organizational alignment experiences close to 90% positive. The JCC is deeply committed to valuing and celebrating the uniqueness of each constituent. We welcome staff and participants from diverse backgrounds. While being proudly Jewish, we strive in every way to provide an open and welcoming setting for all, irrespective of personal practices, beliefs, or background. We are guided by JCC Greater Boston's core values: Belonging, Joyfulness, Collaboration, and Transformation.

Pay

Competitive starting pay rate of $20.00 per hour. The pay rate offered will ultimately be determined by relevant qualifications, experience, and JCC's internal equity.

Schedule

This is a regular, non-exempt limited part-time position of 4-18 hours per week, including early mornings, evenings, and weekends.

Benefits

• Access to JCC Greater Boston's top-class fitness, recreation, and wellness facility in Newton during active seasonal employment.
• Free or discounted camp enrollment for camp employees' children (discount prorated based on regularly scheduled hours).
• Supportive, vibrant in-person work environment.
• In our recent 2023 employee engagement survey, at least 88% of staff gave top ratings on:
  • Supportive colleagues and team camaraderie.
  • How their managers treat them and individual autonomy.
  • Knowing what their work contributes to and how it impacts others.
  • Pride in working for the JCC, program and service quality, and accountability.

Benefits are subject to review and change by the Organization, and plan documents are the primary determinant.