Coordinator – National Operations Support

Job Description:

• Collaborate with direct supervisor and key stakeholders to coordinate and oversee projects that increase operational efficiency, consistency, and lifesaving capacity across all direct care teams and program locations; track project progress, identify barriers, and ensure timely completion of deliverables through proactive communication and collaboration.
• Working alongside the Program Training team, support the implementation of new operational initiatives, ensuring that workflows, communication, and accountability measures are clear and well-documented through policies and procedures.
• Support Shelterluv administration for the direct care teams including account management, permissions, and troubleshooting user issues; develop and maintain documented policies for standardized data entry and work with Program Training team to ensure all direct care locations have up to date information and access to training to support data integrity and compliance.
• Assist in developing, documenting, and implementing program-wide policies and protocols that promote operational consistency and efficiency, and develop a positive experience for visitors, animals and staff; coordinate regular reviews and updates to ensure all policies and protocols remain current, accessible, and aligned with organizational priorities, compliance standards, and evolving operational needs.
• With new technology or software solutions, serve as a supportive liaison representing multiple program locations, helping to identify shared needs, source appropriate resources, and coordinate tool implementation or enhancements based on team feedback and capacity.
• Provide hands-on guidance and follow-up support during rollout phases to ensure adoption, consistency, and long-term sustainability across all locations.
• Collect, organize, and analyze operational data to ensure accuracy, integrity, and compliance with internal standards; support the creation of dashboards, reports, and performance metrics to identify trends and areas for improvement; and collaborate with teams to strengthen data literacy and promote consistent data entry and documentation practices across all locations.
• Develop and deliver training materials, guides, and communications to support adoption of new technology tools, workflows, and procedures; serve as a resource for staff and volunteers by providing guidance and troubleshooting support related to operational systems, data entry, and established practices; and partner with local and national teams to ensure consistent information sharing and adoption of operational best practices across all centers.
• Administer and maintain the grant management platform, overseeing application setup, workflow configuration, and reporting tools to streamline the process of issuing, monitoring, and reconciling grants. Gather feedback to evaluate process effectiveness and identify improvements; support alignment of operations with strategic priorities that enhance lifesaving capacity and volunteer engagement; and foster a collaborative, solutions-oriented culture that reflects Best Friends’ mission and values.

Requirements:

• High School Diploma/GED and/or 2-4 years’ experience in customer service and animal sheltering, or similar.
• Demonstrated ability to manage multiple projects in various stages of development, each with a unique timeline; ability to manage change and lead teams through change.
• Solid written and verbal communication skills are a must.
• Ability to work independently in a fast-paced environment with well-developed organizational skills to juggle multiple competing tasks and demands.
• Comfortable working with and understanding data.
• Customer-centric, non-judgmental approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
• Resourceful, get-it-done attitude; initiative to assist in any area or process; problem solving, seeking answers independently and enthusiastically; flexibility to persist until lifesaving outcome goals are achieved.
• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
• Experience in developing and leading efficient and productive teams, ability to facilitate group processes as well as developing and influencing others.
• Proficiency with Microsoft Office products, especially Excel; familiarity with shelter software, or desire to learn.
• Experience with Tableau is preferred, but not required.
• Bilingual or multi-lingual skills are preferred but not required.

Benefits:

• great benefits!

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