Chief Operating Officer

Level: Senior

Location: Administrative Office - Indianapolis, IN 46204

Position Type: Full-time (Salary)

Education Level: Bachelor's Degree

Job Category: Executive

Position Summary

The Chief Operating Officer (COO), reporting to the President/CEO, serves as a key member of Wheeler Mission’s Executive Team and is responsible for ensuring the organization’s mission, strategic priorities, and organizational responsibilities are translated into disciplined operations and consistent organizational performance. As Wheeler Mission’s senior operational leader, the COO turns strategy into action by collaborating closely with senior leaders to implement operational plans, establish performance standards, strengthen accountability, and ensure consistent execution across departments. The COO supports sound fiscal management, operational stewardship, resource optimization, strategic planning, operational risk oversight, compliance, and organizational readiness, while fostering a culture of collaboration, accountability, servant leadership, and continuous improvement across Indianapolis shelter operations, facilities, food services, safety, security, housekeeping, guest services, and operational support functions.

Key Duties and Responsibilities

Key Area: Strategic and Operational Leadership

• Translate Wheeler Mission’s mission and strategic priorities into operational plans and measurable outcomes.
• Partner with the President & CEO and Executive Team to drive organizational planning, decision-making, and operational execution that supports long‑term sustainability and life transformation outcomes.
• Establish operational expectations, performance standards, and accountability measures that support clarity, consistency, and coordinated execution across departments.
• Lead ongoing evaluation and improvement of operational structures, workflows, systems, and processes to strengthen efficiency, communication, consistency, and service quality.
• Develop operational metrics and reporting systems to track performance, improve accountability, and support operational decision‑making.
• Ensure operational departments maintain compliance with organizational policies, procedures, safety standards, and applicable regulations.
• Develop, effectively communicate, and lead a regular cadence and rhythm to report and track outcomes.

Key Area: Operations, Safety, and Guest Services

• Oversee day‑to‑day Indianapolis shelter operations, including guest services and housekeeping functions, to ensure safe, clean, dependable, and guest‑centered environments.
• Ensure organizational preparedness through the development, coordination, and support of safety, security, emergency response, crisis management, and incident response procedures in partnership with operational and program leadership.
• Ensure operational consistency, structure, dignity, and quality guest care across shelter operations and support services.
• Support leaders and staff in responding appropriately to guest, operational, facility, safety, or emergency situations.
• Collaborate with program leadership to support operational environments that contribute to life transformation outcomes and positive guest experiences.
• Promote a culture of responsiveness, professionalism, compassion, accountability, and operational excellence throughout operational teams.

Key Area: Facilities, Food Services, and Operational Support

• Collaborate closely with program leadership to ensure facilities, housekeeping, operational support, and guest services effectively support programming and positive guest experiences.
• Ensure food service operations provide nutritious meals, maintain cleanliness standards, and comply with applicable regulations.
• Evaluate operational needs and recommend improvements related to facilities, equipment, safety, and operational efficiency.
• Partner with development, finance, and other organizational leaders to support stewardship, tracking, and accountability for operational resources and in‑kind support.
• Oversee vendor relationships, operational contracts, and support services as assigned.
• Ensure operational departments utilize resources responsibly and effectively while supporting organizational priorities and stewardship goals.
• Provide operational oversight for Cornerstone Living, ensuring safe, well‑maintained, compliant, and resident‑centered housing environments that support housing stability and organizational objectives.

Key Area: Team Leadership, Stewardship, and Organizational Culture

• Lead, mentor, and support operational leaders and teams through coaching, accountability, communication, and encouragement.
• Foster a healthy, mission‑driven culture marked by humility, teamwork, servant leadership, responsiveness, and continuous improvement.
• Develop leadership capacity within operational departments through training, performance management, and ongoing support.
• Partner with Human Resources/Organizational Development to support workforce planning, employee relations, leadership development, and succession planning.
• Partner with the CFO and Executive Team to support budgeting, operational stewardship, risk management, and organizational compliance.

Reporting Relationships

• Director of Facilities
• Director of Program Administration
• Director of Food Services

Competencies Required

• Directs Work
• Prioritizing and Planning Work
• Problem Solving
• Ensures Accountability
• Decision Quality
• Critical Thinking
• Gives Performance Feedback
• Managing Vision and Purpose
• Communicates Effectively
• Builds Networks
• Plans and Aligns
• Conflict Resolution
• Develops Talent
• Drives Engagement
• Adaptability

Minimum Qualifications

Education/Experience

• Bachelor’s degree required, MBA or advanced degree preferred.
• 7+ years of operational leadership experience with increasing management responsibility.
• Experience leading multiple departments and frontline teams in shelter operations, hospitality, food service, facilities, ministry operations, or related fields preferred.
• Demonstrated success translating strategy into operational execution, improving organizational effectiveness, and leading cross‑functional collaboration.
• Experience managing budgets, operational planning, accountability measures, and organizational resources.
• Proven ability to lead high‑performing, mission‑driven teams through strong communication, sound judgment, coaching, accountability, and leadership development.

Technical/Software Knowledge

• Advanced proficiency in Microsoft Office Suite.
• Experience utilizing operational reporting systems and performance metrics preferred.

Mission Alignment

• Belief in the inerrancy of the Holy Bible.
• Adherence to WM Employee Policies.
• Alignment with WM Core Values: Christ‑Centered Purpose, Faithful Stewardship, Excellence, Grace and Truth.

Physical Requirements

• Type and operate standard office equipment.
• Perform normal business activities.
• Work in office, shelter, kitchen, and facility environments with regular walking throughout all the properties.
• Occasionally lift products and supplies up to 25 pounds.

Other Requirements for Employment

• Full‑time 40‑hour position with approximately 90% on‑site within Indianapolis Wheeler Mission shelter environments; typical work hours Monday‑Friday, but flexible nights, weekends, holidays, and emergency operations as needed.
• Availability to respond to operational, facility, safety, or crisis situations outside normal business hours may be required.
• Travel between Wheeler Mission Indianapolis locations is required.
• Conflict of Interest Policy, Statement of Faith, and Confidentiality Policy.
• Post‑offer acceptable background check required for all positions.
• All employees must sign and adhere to WM Drugs and Alcohol policy and remain free from addiction to drugs or alcohol; candidates must submit to and pass a drug and/or alcohol test.

Disclaimer

Although WMM has attempted to accurately and thoroughly describe this position, WMM reserves the right to change the same, including to change, add to or subtract from the duties outlined, within the sole discretion of WMM, at any time, with or without advance notice. This position description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This position description is not an employment contract, implied or otherwise. The employment relationship remains “at‑will.” The aforementioned job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.

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