Head of Operations & Business Management

HavenHouse St. Louis is a hospital guest house providing the comfort of home and a caring community of support to patients, families, and caregivers who travel 50 or more miles to St. Louis for medical care and treatment.
HavenHouse offers safe, affordable lodging and a welcoming environment that helps ease the stress of being away from home during a medical crisis. The organization works closely with area hospitals and healthcare providers to connect guests with lodging and practical support throughout their stay.
Every team member plays a role in creating a safe, compassionate, and well‑managed environment for the families we serve. Working at HavenHouse means joining a mission‑driven, service‑oriented organization grounded in hospitality, compassion, and dignity.
POSITION SUMMARY HavenHouse is seeking an experienced Operations Manager to support the Director of Programs & Operations in leading daily house operations and supervising operational staff. This newly created position will provide leadership coverage primarily during evenings, nights, weekends, holidays, and other periods of operational need.
The Operations Manager will help oversee staffing, employee performance, hiring, training, scheduling, guest services, meals, transportation, housekeeping, facilities, and security. This is a hands‑on leadership role requiring strong judgment, direct communication, and consistent follow‑through.
RESPONSIBILITIES Serve as the designated operations leader during assigned shifts.
Supervise, coach, and hold operational staff accountable.
Address routine attendance, performance, communication, and conduct concerns.
Participate in recruitment, interviews, hiring recommendations, onboarding, and training.
Assess new employees’ progress and readiness to work independently.
Support staff scheduling, coverage planning, and adjustments based on house needs.
Coordinate daily activity across Guest Relations, reservations, meals, transportation, housekeeping, facilities, security, and volunteer‑supported services.
Remain visible and accessible throughout the house.
Respond to guest concerns, staffing problems, safety issues, building needs, emergencies, and other operational challenges.
Ensure shift duties, documentation, incident reports, and leadership handoffs are completed.
Help identify recurring concerns and improve operational processes.
Provide direct shift coverage when necessary, including occasional overnight shifts.
Escalate significant personnel, safety, legal, or organizational concerns appropriately.
QUALIFICATIONS Bachelor’s degree in business administration, management, hospitality, healthcare administration, human services, nonprofit leadership, or a related field.
At least five years of progressively responsible experience in operations, hospitality, healthcare, human services, residential services, nonprofit management, or a related environment.
Experience supervising, coaching, training, and holding employees accountable.
Experience with recruitment, interviewing, onboarding, scheduling, and performance management.
Strong judgment and independent decision‑making skills.
Clear, professional verbal and written communication.
Strong organizational, documentation, and follow‑through skills.
Ability to remain calm and effective while managing competing priorities.
Ability to maintain confidentiality and handle sensitive guest and personnel information.
Proficiency with email, shared calendars, electronic records, and standard workplace technology.
Valid driver’s license and ability to meet HavenHouse driving requirements.
Broad availability to work evenings, nights, weekends, holidays, and occasional overnight shifts.
Experience in a 24‑hour hospitality, healthcare, residential, human services, or nonprofit environment is preferred.
SCHEDULE EXPECTATIONS This position is specifically designed to provide management coverage outside traditional business hours. The Operations Manager must have broad availability and the ability to work a rolling schedule based on occupancy, staffing, training needs, and other operational priorities.
The schedule may vary from week to week. Overnight shifts will occasionally be required for employee training, staffing vacancies, and other operational needs. Candidates must be able to adjust their availability as the needs of the house change.
TO APPLY HavenHouse St. Louis is an equal opportunity employer.

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