Assistant Manager, Ambassadors

About Glide

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society's most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE's mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization.

Position Summary:

As an Assistant ManagerforCecil Williams Ambassador Program, you serve as the day-to-day operational field leader for an assigned shift, supporting the execution of outreach operations throughout the Tenderloin neighborhood of San Francisco. The Assistant Manager works under the direction of the Field Manager tosupervise field operations for an entire shift.This role helps translate the Field Manager's strategic prioritiesanddeployment plansinto consistent daily and weekly operations. The Assistant Manager helps ensure that outreach services, operational standards, data collection, and safety protocols are implemented consistently across all staff, zones, and shifts.

We currently have 2 vacancies open for this role.

Essential Duties and Responsibilities

• Support the Field Manager and Director in fulfilling the mission, vision, operational goals, and contractual requirements; execute daily field operations based on written strategic priorities, SOPs, and KPIs;identifyand documentemerging neighborhood conditions, service demands,and operational needs.
• Serve as supervisor and operational point of contact foramor pm shift. Provide day-to-day supervision, guidance, mentoring, and field support to Community Ambassadors. Reinforce adherence to SOPs, outreach standards, safety protocols, professionalism expectations, and service delivery requirements through real-time coaching and problem-solving.
• Keepaccurateattendance,deployment records, and service datafor allassignedAmbassador routes and shifts.Maintainaccuraterecords, reports, schedules, and operational documentation in alignment with program standards and KPIs.
• Train staff in service delivery, engagement and case management, and data collection to ensure standards are implemented consistently across all staff, zones, and shifts.
• Work alongside ambassadors to engage housed and unhoused residents, businesses, landlords, visitors, and community stakeholders with empathy, professionalism, and a service-oriented mindset. Conduct and model case management activities to connect individuals to shelter, food resources, medical care, behavioral health services, substance use treatment, case management, and other community supports.
• Drive mobile outreach vehicles and manage fleet andsuppliesusage, stocking, check-in, and check-out procedures.
• Participate in outreach events, neighborhood activations, stakeholder meetings, and community engagement opportunities; support field operations, including mobile van routes, activation, supply management, equipment tracking, and operational readiness.
• Provide ongoing supervisory feedback, field observations, and performance coaching to Community Ambassadors to reinforce accountability, professionalism, operational consistency, and adherence to program expectations.
• Document andcommunicate performance concerns, operational challenges, and employee development opportunities to leadership ina timely, objective, and professional manner.
• Support progressive accountability efforts through consistent coaching, corrective guidance, follow-up conversations, and reinforcement of program standards and SOP compliance.
• Assistleadership with employee evaluations, performance reviews, documentation, and development planning byprovidingoperational insight, field-based observations, and recommendationsregardingemployee performance, strengths, growth areas, and training needs.
• Assistwith quality assurance efforts related to KPI tracking, outreach documentation, referrals, case notes, and operational reporting.
• Monitor field activity and neighborhood conditions,identifyingoperational concerns andemergingcommunityissuesandcommunicatingobservations to leadership.
• Assistwith onboarding and reinforcement of training related to de-escalation, outreach engagement, customer service, cultural competency, documentation practices, and operational procedures.
• When assigned, coordinate with city agencies, law enforcement, nonprofit partners, businesses, residents, SROs, and GLIDE departments to support field operations and community engagement efforts.
• Participate in regular meetings,trainings, and organizational development activities.
• Model GLIDE's values of unconditional love, radical inclusivity, professionalism, accountability, and community leadership.

Minimum Qualifications

• Priorexperienceandtrack recordof achievementin community outreach, homelessness services, behavioral health, public safety, street outreach, social services, or related fields preferred.
• Prior experience serving as a lead,supervisor,senior outreach worker, shift lead, coordinator, or similar operational support role strongly preferred.
• Knowledge of the Tenderloin neighborhood, including local resources, service providers, and community dynamics preferred.
• Strong communication, interpersonal, supervisory, and de-escalation skills.
• Ability to effectively engage with diverse populations, including individuals experiencing homelessness, addiction, trauma, or mental illness.
• Strong organizational, administrative,written/verbal communication,and data entry skills.
• Ability to work independently and collaboratively in a fast-paced, high-demand environment. Strong problem-solving, situational awareness, and conflict resolution skills.
• Ability tomaintainprofessionalism and composure during emotionally charged situations.
• Flexibility toworkvarying shifts, including evenings, weekends, and holidays as needed.
• Proficiencyand adaptabilitywith smartphones, tablets, Microsoft Office, and/or case management and reporting systems preferred.
• Current CPR,First Aid, Narcan, and De-Escalationcertification preferred or willingness to obtain withinrequiredtimeframe.

Certificates, Licenses, & Registrations

• Completion of GLIDE Comprehensive Case Management trainingrequiredwithin90 daysof hire.
• First Aid/CPR, De-Escalation, and Narcancertificationrequiredwithinfirst90 daysof employment.
• Peer-to-peer support specialist, community health worker, or other CA state certificationpreferred;mustattainwithin 6mothsof hire.
• Possession and maintenance of a valid California Class C driver's license and satisfactory driving record required for employment.

Physical Requirements

• Assistant Managers dedicate a substantialportionof their time to outdoor activities.During their duties, employees may cover distances of five to seven miles per day.
• Essential qualifications include the capacity to bend, lift, and sustain standing and walking positions throughout the shift.
• Additionally, the rolenecessitatesthe ability to lift objects weighing up to 50 lbs., maneuver carts, and set up mobile outreach stations, tables, and/or canopies when necessary. Employees will be exposed to sunlight, dust, varying temperatures, and changing environmental conditions.
• The position is physically and mentally demanding. Staff regularly respond to rapidly changing situations whilemaintaininga calm, de-escalatory, and service-oriented demeanor. Because of the operational pace and amount of standing and walkingrequired, stamina, resilience, and strong situational awareness are essential.
• Ability to walk long distances and stand for extended periods of time.
• Approximately 90-95% of work time is spent walking, standing, or otherwise working on your feet.

$70,000 - $70,000 a year

This is a full-time (40hr/week), Exempt position.

Work Environment

GLIDE's buildings are located in the Tenderloin neighborhood.GLIDE maintains an "open door" policy to the community and its clients, who frequently enter and leave the building.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.