Operations Manager

Department of Aging and Disabilities Position: Operations Manager Program: Senior Nutrition Programs Hours: 8:00 AM -4:30 PM (Full-time) Pay: $26.25 per hour with limited benefits Position Overview: The Operations Manager oversees the day-to-day operations of the Congregate Meal Program (CMP) within the Senior Nutrition Program, ensuring efficient site operations and service delivery. The Operations Manager will also lead quality assurance initiatives for both the CMP and Home-Delivered Meals Program (HDM), ensuring adherence to nutrition standards, health regulations, and service excellence. The Operations Manager will work closely with the Program Director to maintain high standards across all program activities and will assist with staff training and development, data management, and inventory control for the CMP. The Operations Manager will report directly to the Program Director and provide regular updates on CMP operations, staff performance, and quality assurance outcomes for both CMP and HDM. Job Responsibilities: Program Operations: Oversee day-to-day operations of congregate nutrition sites to ensure consistent, efficient service delivery and compliance with program requirements, policies, and applicable health and safety standards. Respond to participant complaints, service concerns, and routine operational issues, escalating significant or unresolved matters to the Program Director as appropriate. Build and maintain effective working relationships with participants, departmental staff, senior center staff, vendors, and community partners. Ensure service quality standards are maintained across nutrition program operations. Support the implementation of County, Department, and Nutrition Program initiatives, policies, and procedures and ensure that operational changes and expectations are effectively communicated to program staff. Coordinate operational needs for special meals, special events, and other Nutrition Program activities. Assist with continuity of meal service during weather events, staffing shortages, vendor disruptions, equipment failures, delivery issues, and other unexpected operational challenges. Evaluate day-to-day operational processes and recommend improvements to workflows, staffing practices, and service delivery to improve efficiency, consistency, and participant experience. Staff Coordination and Development Assist with the day-to-day management and supervision of CMP staff, including Site Managers and Site Aides, and provide operational direction and support to volunteers. Coordinate day-to-day scheduling, direction, and coverage of CMP staff, including routine call-outs, vacancies, and other staffing needs. Assist the Program Director with employee performance evaluations, performance improvement, and corrective action, as appropriate. Coordinate and conduct ongoing staff training on Nutrition Program policies and procedures, food safety, documentation requirements, customer service, and operational expectations. Coordinate the orientation and onboarding of new CMP staff to ensure they understand program procedures, job responsibilities, safety requirements, and performance expectations. Participate in the recruitment, interviewing, selection, and development of CMP staff in accordance with County and Department policies and procedures. Promote a cooperative and accountable work environment that supports teamwork, staff development, productivity, and positive morale. Quality Assurance (CMP & HDM) Conduct regular monitoring visits and inspections of CMP and HDM operations to assess compliance with program requirements, food safety standards, and established service quality expectations. Identify service or compliance deficiencies and assist with developing, implementing, and monitoring corrective action plans to ensure identified concerns are resolved. Monitor CMP and HDM operations for compliance with applicable federal, state, local, County, and program requirements, including requirements established under the Older Americans Act. Assist the Program Director with developing, reviewing, and updating quality assurance protocols, operational procedures, and monitoring tools for CMP and HDM. Monitor food safety, sanitation, meal handling, storage, temperature control, and other applicable food service practices across program sites. Maintain ongoing readiness for program monitoring, regulatory inspections, and audits by ensuring required operational and compliance documentation is current and available. Maintain a system for tracking required inspections, certifications, staff training, food safety documentation, corrective actions, and other compliance requirements, and notify the Program Director of upcoming deadlines or identified concerns. Participant Services and Program Data Collect and analyze participant feedback for both programs to assess satisfaction levels and identify areas for improvement. Monitor participant records, attendance, meal service data, and other required program documentation for accuracy, completeness, and timely entry into the appropriate data systems. Conduct routine reviews of program data to identify missing, incomplete, or inconsistent information and work with staff to correct identified discrepancies. Monitor participant attendance, reservations, cancellations, and no-show trends and ensure appropriate follow-up is completed in accordance with Nutrition Program policies and procedures. Monitor completion of required participant screenings and adherence to established follow-up or referral procedures, and identify any outstanding items requiring staff attention. Assist the Program Director with the preparation, review, and validation of routine program reports, performance measures, and service utilization data. Identify significant changes or trends in participation, service utilization, participant needs, or program data and communicate findings to the Program Director. Finance Monitor and coordinate food, supply, and equipment inventory across nutrition sites to ensure adequate resources are available for uninterrupted meal service. Monitor meal ordering, participation, cancellations, and food waste to identify trends and opportunities to improve ordering accuracy and reduce unnecessary costs. Assist the Program Director in identifying and implementing cost-effective operational practices while maintaining required service and quality standards. Monitor vendor performance, including delivery timeliness, meal quantities, food quality, temperatures, and other established service requirements. Document recurring vendor or service concerns and coordinate routine follow-up, escalating significant or unresolved issues to the Program Director. Review meal counts, delivery records, invoices, and other supporting documentation for accuracy and identify discrepancies requiring follow-up. Assist with tracking program supplies, equipment needs, and other operational expenses and provide information to the Program Director to support budget planning and monitoring. Identify equipment repair, replacement, and supply needs that may affect meal service and coordinate appropriate follow-up. Leadership and Internal Relationship Building Analyze operational data, participant feedback, site observations, service concerns, and other program information to identify opportunities for continuous improvement. Recommend improvements to operational procedures, workflows, staffing practices, and service delivery to improve program efficiency, consistency, and participant experience. Assist the Program Director with the development, review, implementation, and communication of Nutrition Program policies, procedures, and operational guidelines. Provide regular updates to the Program Director regarding program operations, staffing, compliance, participant concerns, vendor performance, and emerging issues. Maintain continuity of routine program operations in the Program Director's absence, in accordance with established policies and delegated authority. Coordinate or assist with special projects, program initiatives, and other operational assignments as directed by the Program Director. Perform other related duties as assigned by the Program Director. Qualifications To perform this job successfully, an individual must be able to satisfy each essential duty. The requirements below represent the required knowledge, skills, and/or abilities. Education/Experience/Skills A Bachelor’s Degree in food services, nutrition, business, or related field; or at least 4 years of experience (required). Proven operations management experience or at least 1 year of management/leadership experience, preferably in a social services or community program setting. Previous experience within a food service setting or ServSafe certified. Strong organizational skills with the ability to prioritize tasks and meet deadlines. Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders. Proficiency in data entry and management. Ability to work independently with minimal supervision while contributing to a team environment. Proficiency in utilizing client data management systems to maintain accurate records and generate reports. Experience with Google Suite products (such as Google Docs, Sheets, and Drive) for collaborative document creation, data organization, and team communication. Familiarity with the objectives, guidelines, and requirements of the Senior Nutrition Program established under the Older Americans Act is preferred. Experience working with older adults and individuals with disabilities is preferred. #J-18808-Ljbffr Anne Arundel County