Director of Operations

Status:         Full-time, Exempt        

Reports to:   Chief Financial Officer

Supervises: Operations Manager & Property Manager



The Director of Operations will join one of the largest providers of services for families experiencing homelessness in the Metro Boston Area. Founded in 1988, Hildebrand is a rapidly growing independent 501(c) (3) nonprofit organization that serves 300 homeless families each year through shelter, permanent housing and stabilization support. The Director of Operations will be a member of the administration/operations team in an organization of 60 employees, and $6 million budget. Hildebrand operates 135 units of emergency shelter via scattered sites and congregate living programs in several communities throughout the region; and owns three permanent housing buildings containing 11 units of housing. Our vision is that every family has a home, and in this pursuit, the organization seeks an experienced, and dynamic operations management professional for this role. 


The Director of Operations primary goals are to improve the operational systems, processes, and policies in support of organizations mission — specifically, support better management reporting, information flow, business process and organizational planning. He/She will manage and increase the effectiveness and efficiency of the organization’s infrastructure through improvements to each function, as well as coordination and communication between departments and locations. The Director of Operations directly supervises the work of Operations Manager & Property Manager and ultimately manages Hildebrand owned properties, leased residential and storage units, and office spaces to ensure they are physically safe, clean, well maintained, and in compliance with applicable federal, state, local laws, and regulatory, and contract specifications.

Supervisory Responsibilities:

Manage, evaluate, train and develop staff. The Director of Operations oversees the Operations Manager and the Property Manager in the oversight of all client placements into Hildebrand and external permanent housing units and is ultimately responsible for all aspects of operations and facilities ensuring that they maintain the high standards of the Organization. Ensure that proper policies and procedures are in place to maximize efficiency and consistency for the department.

Operations and Facilities Management Responsibilities:

  • Play a significant role in long-term planning, including an initiative geared toward operational excellence.
  • Oversee the maintenance and repair of building interiors and exteriors that include, but not limited to: roofs, gutters and downspouts, HVAC systems, porches, fire escapes, drains and lines, wall and floor coverings, walkways, electrical and heating systems, interior stairways, walls, floors and ceilings. Oversees the care of landscape areas.
  • Oversee the management of all human resources within properties and operations.
  • Oversees the coordination with landlords and property management companies, DHCD, or program leadership about needed maintenance and repairs at each site.
  • Ensures that proper inventory systems are in place and that the tools and equipment used for the maintenance and care of the organization’s buildings are kept in proper working order, and that the maintenance staff is properly equipped to perform their responsibilities. This also includes ensuring that maintenance staff is accountable for all tools and equipment utilized.
  • In conjunction with the Operations Manager, ensures that all departments and locations have proper business and technological infrastructure in place to promote efficient workflow, communications and safety. Evaluates processes and new technology for recommendations to improve organizational systems.
  • Oversees all systems to ensure optimum functionality, efficiency, and effectiveness. Systems include: Work Order System, Inventory and Supplies Distribution, Keys Management, Safety & Security Inspections, Preventative Maintenance, and Inventory Reconciliation.
  • Ensure that standard best practices are in place. Improve processes and policies in support of organizational goals. Formulate and implement departmental and location policies and procedures to maximize efficiencies and communication. Monitor adherence to rules, regulations and procedures.
  • Develops and implements additional maintenance and facilities programs as needed.
  • Ensures that a pool of qualified and licensed contractors (specialized skilled tradesmen) to support the operation and maintenance of the buildings; this includes oversight of said contractors’ work.
  • Evaluates all contractor and vendor relationships to ensure adherence to policies and best pricing on repairs, construction work, equipment, supplies and material purchases.
  • Submit Purchase Orders and review and approve invoices prior to providing authorization for payment. Reconcile unauthorized charges with vendors, and communicate discrepancies with Director of Finance and Administration (DFA).
  • Create and maintain an ongoing inventory list of assets (in coordination with CFO).
  • Prepare property management and maintenance reports, as requested by CEO or CFO.
  • Performs other related duties as assigned by the CFO or CEO.

Housing Development and Property Management Responsibilities

  • Initiate and manage real estate development projects. Work with private developers and community institutions to seek partnerships and development opportunities.
  • Perform real estate project development tasks, including working with consultants as needed, to identify development opportunities and provide feasibility analysis and recommendations to the Hildebrand CEO and Board of Directors and its committees.
  • Work with the CEO and CFO to seek project financing and financial restructurings.
  • Perform all due diligence tasks such as site control, neighborhood involvement, zoning relief, funding applications, contractor selection and closing transactions.
  • Ensure that Hildebrand has proper representation in meetings with landlords; communicate with abutters and/or tenants of the site, funders, and other key stakeholders.
  • Work with the senior management team to bring new projects online, and ensure ongoing smooth operation of properties including: initial lease up, tenant management and problem solving, compliance reviews and reporting, budget development and capital improvement planning.
  • Manage Property Manager to ensure oversight of tenant leases including assessing rent structure; monitoring lease compliance and renewals, and voucher recertification process
  • Manage and expand landlord and realtor relationships, especially beyond Boston.
  • Work closely with CFO to evaluate financial performance against benchmarks established by lenders (DND, CEDAC, banks), and the operating pro formas.  
  • Set performance goals for staff related to industry standards; monitors performance, adjust strategies as needed.
  • Monitor market conditions regularly and communicate to CEO any expected impact on budget or development strategy.  Monitor market rents as they pertain to setting organization’s property rents, and their impact on rents paid to landlords
  • Continually enhance industry knowledge and expertise through real estate and property management publications, reports and seminars

Minimum Requirements:

  • Experience in operational management and facilities maintenance, with minimum 3 years supervising a staff. Training in building maintenance systems preferred.
  • Bachelor’s Degree required or a minimum of five years in a similar role.
  • Commitment to the delivery of high-quality service.       Strong communication skills. Able to motivate and generate a team approach, with individual accountability.
  • Proven expertise in supervising workers, contractors, technicians, mechanical maintenance, related safety issues, project management, construction, etc.
  • Prior experience in a leadership role with proven experience in critical thinking, organizational planning, and capital improvement plans.
  • Proven ability to competently plan and manage multiple maintenance and repair projects simultaneously.
  • Computer knowledge and proficiency required; familiarity with Microsoft Office applications, including Word, Excel, and Outlook. Network experience helpful.
  • Familiarity with appropriate local, state, and federal regulations.
  • Massachusetts driver’s license and own vehicle required.

Additional Information

  • This is a full-time position requiring 40 hours per week, with work hours that are flexible. Director of Operations is required to work evenings and weekends as needed, and as emergencies arise.
  • Able to lift 50 pounds. Work involves, from time to time, hands on maintenance and repair including climbing ladders, working with hazardous materials and compounds, operating power tools and equipment, exposure to high voltage electrical devices, etc.
  • As with all Hildebrand staff positions, a CORI check is required.

Do you want to help support Hildebrand?


614 Massachusetts Avenue
Third Floor
Cambridge, MA 02139

Ph: 617-491-5752
F: 617-491-2385

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Hildebrand Family Self-Help Center, Inc. partners with families experiencing homelessness. We provide shelter, permanent housing, work readiness programs, and life skill development. We restore hope and build brighter futures.