Manager of Technology & Operations

About Support Center 

At Support Center, we are deeply committed to driving social change by empowering nonprofits and social enterprises with essential leadership and management tools. Established in 1971 as part of the Support Centers of America network, we have been a cornerstone organization for nonprofit support in the New York, New Jersey, and Connecticut tri-state area, offering our services for over 30 years.

We provide vital capacity-building support to roughly 150 nonprofit organizations and social enterprises annually across diverse regions, including the metro NYC area, New Jersey, and Connecticut. Our main program areas include Strategy and Management, Executive Search and Transition, Professional and Leadership Development, and Organizational Navigation. Funding our mission, 80% of our revenue stems from invoiced services, event and program registration fees, government contracts, and contributions from foundations and individual donors.

Our vision advocates for a society where:

• Coalitions and organizations are equipped to tackle inequities.
• Boards promote diverse leadership identification, retention, and advancement.
• Communities and impacted individuals spearhead leadership in organizations.
• Accountability for understanding systemic inequities is a shared responsibility.

Explore our culture and values through our YouTube channel to see the impact of our work.

Position Overview

The Manager of Technology & Operations plays a crucial role in our Operations Team, reporting directly to the Director of Finance and Administration. This full-time position offers a unique opportunity to enhance our program delivery and operational efficiency through expert management of our technology platforms and operations. Our offices are conveniently located at 32 Old Slip, New York, NY, with flexible remote work options and periodic in-person meetings. The ideal candidate must live in the NYC metro area. All staff must be fully vaccinated against COVID-19 with an FDA-authorized vaccine and will be required to submit proof of vaccination upon hiring. 

Key Responsibilities

The Manager of Data and Operations works closely with the entire team to define, refine, and advise on operational procedures, service delivery, evaluation, and process improvements across the Support Center's programs and operations. They serve as project managers for organization-wide projects, are accountable for deliverables, and manage relationships with external consultants. This role has four primary areas of focus, which are interconnected and overlap in task management and execution.

Salesforce Administration

• Administer Salesforce database with the assistance of Salesforce consultants as needed, including updates to the system, ongoing customization and cleaning, maintaining security, documenting business processes, resolving integration issues, and ensuring data integrity.
• Create and customize reporting tools and campaigns in Salesforce and associated applications (FormAssembly).
• Oversee, coordinate, and update campaigns in Salesforce.
• Update and manage the use of Salesforce for mailing lists for direct mail, Constant Contact
• Oversee integration of third-party applications such as NPSP and Constant Contact with Salesforce.
• Coordinate, create, and test forms or event registration pages and ensure they are synced to Salesforce. 
• Coordinate Salesforce and support third-party application training, as needed, for staff.

Technology & Systems Management 

• Oversee core technology platforms, including Box.com, Last Pass, Google Suite, and Basecamp, and serve as the point of contact for staff and affiliate consultants using these systems.
• Act as the primary liaison with IT and cybersecurity consultants, ensuring optimal technology usage and cybersecurity practices.
• Manage system configurations, integrate third-party applications, and continually improve our technological framework to enhance operations.
• Understand current cyber security policies and practices and lead efforts to mitigate cybersecurity risks.  
• Manage configuration changes, including but not limited to workflows, assignment rules, approval processes, and reports for key platforms that Support Center uses.
• Identify underutilized platform features, research best practices, and identify and implement solutions to improve program delivery and data use for reporting and evaluation. 
• Perform system maintenance, including security reviews, release updates, health checks, and optimization.
• Work with program, fundraising, and communications staff to review the use of data and technology, identify gaps, and recommend process improvements.  

Data Management & Analytics

• Ensure precision in our analytics and reporting systems to track and report on key organizational metrics and outcomes.
• Conduct data quality audits and optimize data use across programs and communications for strategic decision-making.
• Manage efforts to use data and reporting to drive programmatic and operational improvements.
• Develop and manage operational systems (platforms) and processes (workflows, checklists) to support the program, communications, and fundraising functions.
• Manage system workflows to ensure Support Center captures new partners, donors, and ambassadors, including individuals, corporations, nonprofits, and foundations.
• Perform critical administrative tasks including but not limited to registration and RSVP lists (Salesforce, Paperless Post) and maintaining up-to-date lists of constituents (Gmail, Box.com, website)

Communications & Operations Oversight

• Strategically manage communication tools (e.g., Constant Contact, Wordpress) to enhance internal and stakeholder engagement.
• Gain an understanding of how technology and systems can be used to engage with clients, donors, funders, and volunteer leaders. Take the lead in utilizing communication technology to enhance engagement.
• Collaborate with staff, including the Executive Director, Program Manager, and others, to execute regular communication updates to improve engagement.
• Stay abreast of industry trends to recommend and implement innovative communication technologies and processes.

Candidate Profile:

• A bachelor’s or advanced degree in a related field or equivalent professional experience.
• At least three to five years of relevant experience, particularly in operations or technology management within a nonprofit setting.
• Demonstrated experience using Salesforce and FormAssembly.
• Experience using project management tools such as BaseCamp and SmartSheets are pluses.
• Experience using Microsoft Suite (Word, Excel, Outlook, and PowerPoint), Google Suite (Gmail, Docs, Sheets, Calendar, and Forms)
• Interest in and ability to quickly learn new technology. 
• Ability to take initiative and work with minimal supervision.
• Ability to problem solve and make decisions while being fiscally responsible.
• Strong project management skills with an ability to prioritize effectively across multiple tasks.
• Excellent interpersonal skills and a proven track record of working collaboratively with diverse teams and stakeholders.
• Ability to maintain confidentiality and integrity when managing sensitive information.
• Comfort level with ambiguity and ability to move proposals and projects forward independently. 
• Availability and willingness to work select evenings and some weekends.
• Commitment to Support Center's mission and a strong advocate for diversity, equity, and inclusion.

Benefits include health insurance (including vision and dental), paid leave, 15 vacation days (20 days after three years), 12 paid holidays, a one-month sabbatical option after five years, a $1,500 annual professional development stipend, and retirement benefits. Employees can also audit Support Center’s numerous workshops as time permits.

Application Process:

Interested candidates should complete this application by May 20, 2024, and submit a detailed resume and a personalized cover letter addressed to Keith Timko, Executive Director. The applications should detail their interest in the role, relevant experiences, and why they are the best fit for this position. Only complete applications will be reviewed. Applications will be considered on a rolling basis.  

Support Center for Nonprofit Management is an equal opportunity employer that values and celebrates diversity, equity, and inclusion. Support Center does not discriminate on the basis of race or ethnicity, color, national, social or indigenous origin, ancestry, genetic information, gender identity, sex or gender, pregnancy, sexual orientation, age, religion, creed, physical or mental disability, marital or partnership status, veteran status, military service status, arrest or conviction record (as provided for by applicable law) or any other class or status protected by law.