Senior Director of Operations

New York City, New York
Feb 19, 2021
Mar 21, 2021
Focus Areas
Human Services
Position Type
Full Time
Experience Level

About The Center:

The Lesbian, Gay, Bisexual, & Transgender Community Center (The Center) has been a comprehensive resource and refuge for LGBTQ individuals and communities in New York City since 1983. Prior to the COVID-19 pandemic our doors were open 365 days a year, and we welcomed 6,000 unique visitors weekly, providing: health and wellness programs; career development; family and parenthood support services; and arts and cultural events.

Since the start of the COVID-19 pandemic, The Center has continued to serve the LGBTQ community through virtual support services. We offer a wide range of services including virtual one-on-one counseling; substance use treatment and support groups; virtual youth drop-in space; online arts and culture programming; health insurance navigation and a virtual “front desk” open five days a week to respond to community inquiries. To learn more about how The Center is serving the community during this time, please visit

About the Opportunity:

Prior to the pandemic, The Center operated from our 35,000 sq. ft. landmarked building in the heart of the West Village. We provided space to over 400 community groups each year and housed a wide variety of cultural activities, in addition to a library, bookstore, outpatient treatment clinic, coffee shop, offices, and meeting and event spaces. This dynamic building drew a diverse array of visitors while also housing a full-time program-focused staff. Every year, The Center hosts thousands of activities—from our own weekly programming or annual fundraisers to performances and celebrations hosted by external individuals and organizations.

The Senior Director of Operations (SDO) will play a key role in ensuring The Center is safely reopened, overseeing all COVID-19 requirements related to the building. As a member of the senior leadership team, the SDO will be responsible for ensuring The Center continues to be a welcoming, clean, and safe place for all staff and visitors. Emphasizing collaboration, relationship building, and communication, the SDO will manage and set the strategic vision for four departments of approximately 25 people, including: Events, Production & Reservations; Facilities; Technology and Information & Referral. The SDO will manage the visitor experience by ensuring The Center’s operational systems and policies are well codified, implemented, and communicated. Finally, the SDO will be a people-centered leader who understands the LGBTQ community, appreciates the complex identities and experiences of those entering the space and ensures that everyone is celebrated for who they are.

Areas of Leadership:

  • People-Centered Leadership & Strategy: Create an operations vision with strategies that balance operational objectives with The Center’s mission.
  • Team Management: Lead, inspire, and develop a cohesive and high functioning team with diverse identities to effectively deliver outcomes while centering The Center’s mission.
  • Building Operations: Maximize people, systems, and technology to ensure the building is clean, safe, and welcoming, and all staff and visitors have the tools they require.
  • Budgeting: Strategically manage spending and make recommendations to enhance the effectiveness of the team and operational expenses and maximizing The Center’s earned income while ensuring community service and mission fulfillment is at the forefront.
  • Systems and Policies: Remain abreast of changing COVID-19 regulations and ensure Center policies and protocols are up-to-date and followed. Ensure information is properly captured and communicated.
  • Metrics and Outcomes: Translate goals into strategies and tactics with measurable outcomes; hold the team accountable for achieving determined service levels and accountability measures.
  • Relationships: Build trusting, collaborative, empathetic relationships with all of The Center’s stakeholders including staff, clients, user groups, visitors, and external community partners.

Key Qualifications:

  • Mission & Values Alignment: Demonstrated commitment to The Center’s mission to support and empower historically oppressed communities, with a specific track record working in service of the LGBTQ community.
  • Operational, Facilities, and Technology Leadership: Experience leading the culture, systems, and strategies to improve an organization’s ability to deliver its mission. Deep experience leading operations in a high demand, community, clinical health center, university, house of worship, or similar setting. General understanding of the technology needs of a large-scale community center-like environment. Experience supporting capital project execution in an office or community space preferred.
  • Team Management: At least five years of experience leading large, multi-layered teams with ability to motivate, develop, and empower people to collaborate, plan, and achieve outcomes.
  • Equity, Diversity, Inclusion, and Accessibility Lens: Significant understanding of and ability to respond to the diverse needs and interests of high traffic, highly diverse community settings. Practiced in equity and inclusivity centered leadership that recognizes and balances diverse needs, experiences, and identities.

The Center’s Commitment to Equity & Inclusivity:

The Center was born of community activism in response to the AIDS epidemic, ensuring a place for LGBTQ people to access information, care, and support that they were not receiving elsewhere. We opened in 1983 to help people who had doors constantly closed in their faces, ostracized by family, friends, and shunned by the general society. Since that time, we have continually provided a wide array of services and programs to serve our community, with an intentional focus on providing support to those who are most vulnerable. We have always taken great care to be a space that responds to community need; engaging in diversity, equity and inclusion work is another outgrowth of those ongoing efforts. We recognize that in order to help LGBTQ individuals and our diverse community achieve parity in health, justice, opportunity and success outcomes, our organization must hold a strong foundation and competency in, as well as invest organizational focus on, equity and inclusion frameworks, practices and policies. This is also true in our hiring and retention of staff.

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