Head of Operations & Business Management

POSITION OVERVIEW The Supervisor, Mission Operations leads the day-to-day operations and customer experience of the Savannah and Brunswick Opportunity Centers. The position directly supervises associates assigned to these physical locations, including Career & Resource Navigators, and is accountable for staffing, scheduling, coaching, performance management, partner coordination, and consistent site operations. Because location-based CRNs may carry small Associate Success caseloads, this position reinforces the program standards and direction established by the Supervisor, Career & Resource Navigation while retaining direct responsibility for the performance of the associates who report to this role. Opportunity Center Operations

• Oversee daily operations of the Savannah and Brunswick Opportunity Centers, including service readiness, customer flow, partner access, space coordination, and a welcoming participant experience.
• Partner with Facilities, Information Technology, Safety, and other internal departments to resolve site-related needs.
• Maintain consistent operational procedures and support compliance with organizational requirements.

Team Leadership and Performance Management

• Provide direct supervision, coaching, development, and performance management for assigned Opportunity Center staff.
• Manage attendance, scheduling, timekeeping, leave coordination, workplace expectations, and employee relations processes in partnership with Human Resources.
• Complete performance evaluations and address performance concerns for direct reports, incorporating program-quality feedback from the Supervisor, Career & Resource Navigation when applicable.
• Reinforce training, documentation, service, and case-management expectations established by functional program leaders.

Program Implementation Support

• Coordinate with the Supervisor, Career & Resource Navigation regarding program changes, caseload expectations, case reviews, documentation quality, and service outcomes.
• Support site-based CRNs in balancing Opportunity Center responsibilities with small Associate Success caseloads.
• Escalate program barriers and competing priorities through the matrix supervision process.

Partner and Customer Experience

• Monitor customer-service quality and address escalated concerns related to the physical locations.
• Promote integrated access to Mission Services programs, community resources, training, and workforce-development opportunities.

Mission Leadership Partnership

• Work in close partnership with the Mission Leadership Team to align Opportunity Center operations, Career & Resource Navigation, Associate Success, business and community engagement, and training services.
• Coordinate with the Manager of Mission Services, who leads Business and Community Engagement, to strengthen partner relationships, referral pathways, outreach, and access to community-based services.
• Coordinate with the Supervisor of Training Services, who leads the Training Specialists, to align training delivery, participant preparation, staff learning needs, and program implementation.
• Share operational insights, service trends, capacity needs, and emerging barriers with Mission Leadership to support coordinated decisions and continuous improvement.

Bachelor's degree preferred but not required.

• A minimum of three years' experience in workforce development, community engagement or a similar role. Excellent problem solving, prioritization, and workflow management skills.
• Proficiency in data analysis and reporting to inform decision-making processes.
• Ability to draft and present on business engagement programs, Goodwill s Mission, and programmatic data across a variety of stakeholders and audiences.
• Proficient in Microsoft Word, Excel and Outlook
• Excellent time & project management skills.
• Ability to establish and maintain effective working relationships with supervising personnel, organizations, business professionals and the public.
• Be flexible and willing to adjust to changing assignments.
• Ability to work evenings and weekends to meet employer and event needs.
• Must be willing to travel. This position requires travel between locations, off-site meetings and events as needed.

Goodwill is an EEO employer and is committed to serving members of the military, Veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Our goal is to help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country. Goodwill provides access and opportunities to those with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request an accommodation if you are unable or limited in your ability to use or access our online application system as a result of your disability. Applicants with disabilities may contact Goodwill’s Human Resources Department at View phone number on click.appcast.io for assistance in accessing the on-line application system.