Operations Coordinator

National Eczema Association (NEA) Overview

Founded in 1988, the National Eczema Association (NEA) is a 501(c)(3) nonprofit and the largest patient advocacy organization serving the over 31 million Americans who live with eczema and those who care for them. NEA provides programs and resources to elevate the diverse lived experience of eczema, and help patients and caregivers understand their disease, actively engage in their care, find strength in one another– and improve their lives. Additionally, NEA advances critical eczema research and partners with key stakeholders to ensure the patient voice is represented and valued in education, care and treatment decision making.

The eczema community is at an exciting juncture, with increased recognition of the seriousness and burden of eczema and a surge in scientific interest and development of new treatments.

Reporting Structure : Reports to the VP, Organizational Operations

Salary: $75,000 - $85,000 annually plus benefits

Job Summary: The Operations Coordinator is the first point of contact with the NEA community and a valued support of NEA’s operations and daily office management. This is a generalist administrative position with responsibilities for office management, organizational operational support and special projects. Primary responsibilities include serving as the first point of contact for general NEA email inboxes; answering and managing phone calls; providing general support and resources to the eczema community; opening and managing the mail, including routing of mail to appropriate staff members; limited finance support including deposits and coding; and program operations support.

This full-time, in person position is FLSA exempt (40 hours a week), based in the NEA office in Novato, CA. Some travel may be required for in person NEA meetings.

Oversight of Organizational Email Inboxes: Monitor, respond to and/or forward organizational inquiries received in the ‘info@’ organizational email accounts. Responses should be within 48 hours of receipt. This requires an understanding of NEA’s programs and the ability to provide accurate, timely information and/or escalate complex issues to the appropriate team member.

Phone Line and Voicemail: Serve as the first point of contact for all incoming phone calls to NEA. This involves answering the phone, listening to the inquiry, providing relevant information, and transferring calls within the GoTo Meetings phone system. This position is responsible for general administration of the GoTo Meeting phone system and voice mail tree.

Website “Contact Us” Cases: Diligently monitor and respond to inquiries submitted through the NEA website or delegate to the appropriate staff member. This task involves responding to routine inquiries and identifying potential issues and opportunities that require strategic follow-up by other team members. Responses are expected within 48 hours.

Oversee Incoming and Outgoing Mail and Shipping: Open, route and document NEA’s office mail as needed. Ensure that all mail is sorted, processed/scanned and forwarded to appropriate staff in a timely manner.

Office Management: Oversee the functionality of physical office assets. This involves ensuring that all office equipment is operational, office supplies are adequately inventoried and stocked both in NEA and home offices (when requested), shipping supplies are stocked, NEA collateral and logo items are inventoried and stocked, storage area is organized and stocked, and the workspace is conducive to productivity.

Phone System Administration: Manage and maintain NEA’s phone system, ensuring it is up-to-date and fully operational. This position is responsible for updating voicemails, dial plans, and assigning new numbers and extensions. Assist and train staff in the phone system as needed.

Shipping Support: Manage the organization’s shipping needs, including shipping supplies for conferences, events, programs and general needs. Manage, code and maintain shipping accounts and relationship with shipping vendor. Serve as point of contact for receiving packages shipped to the office and shipping container.

Deposits for physical checks : Process and deposit checks with strict adherence to NEA’s financial policies, ensuring accurate financial tracking. Checks must be secured in a locked drawer when received and deposited within 48 hours of receipt. Deposits must be tracked in the deposit tracker.

Finance Admin Support. Process, code and post all incoming funds (ACH, Paypal, workplace giving, etc.). Maintain deposit log. Serve as backup for bill.com payables if needed. Maintain communication with VP, Finance for checks and balances.

Salesforce Data Entry: Complete data entry as required for donation entry, workplace giving, and revenue coding. Post cash receipts to Salesforce. Maintain ‘contact us’ cases in Salesforce.

Donation Processing. Create and send donor acknowledgement letters in a timely and accurate manner, preferably within 48 hours of gift processing.

Staff Retreats/Other Events and Meetings: Assist with planning and executing staff events and board meetings. Support may include reserving rooms, prepping signs/nameplates, confirming catering, and other assistance.

Human Resources Support: Post open positions as assigned, respond to inquiries and schedule interviews; order nametags, business cards, welcome gift, office supplies and assets for new employees; assist with onboarding schedules and activities. Support Finish Strong Fridays monthly staff meetings.

Education : Bachelor’s degree preferred. Equivalent experience may be considered. Requires 2-3 years of experience in office management, HR, finance, or operations, preferably with a nonprofit organization.

Technical Skills:

• Strong Microsoft Suite skills, including Excel
• Zoom, Teams and other collaborative software tools
• 1 year or more Salesforce Salesforce experience.
• General understanding of nonprofit finance and accounting.

Key Competencies:

• Strong customer service focus.
• Attention to detail and accuracy.
• Strong organizational and multitasking skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a collaborative team.
• Problem-solving mindset with a focus on continuous improvement.
• Reliability, timeliness and orientation as a team player.

Physical Requirements

This position is performed in a remote home office setting and/or in person in the NEA office and requires prolonged periods of computer use, participation in virtual meetings, and the ability to carry out essential functions with or without reasonable accommodation.

The National Eczema Association offers an attractive benefits package to the qualified candidate. These benefits include but are not limited to:

• Competitive salary, dependent on experience
• Medical, dental and vision benefits
• Life Insurance
• Employer-paid retirement contribution
• Employee optional 401K plan
• Voluntary Flexible Spending Plans
• Unlimited Paid Time Off
• NEA observes all Federal holidays plus the day after Thanksgiving and Dec 26-31

NEA is an equal opportunity employer. All aspects of employment are based on merit, competence, performance, and business need. NEA does not discriminate in employment on the basis of, race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors protected under federal, state and local law. NEA celebrates diversity and is committed to creating an inclusive, and welcoming workplace environment.