Manager, Office & Facilities Operations

Position Summary

The Manager, Office and Facilities Operations is a key role responsible for overseeing the organization’s daily operations, ensuring efficient administrative functions, and managing the office and Front Desk to support Residents, staff, leadership, alumni, donors, sponsors, contractors, vendors, and other stakeholders. This role ensures a well-organized and efficient work environment that fosters productivity, professionalism, and excellent service delivery. Reporting to the Executive Director, and working closely with additional functional areas, the Manager, Office and Facilities Operations maintains operational excellence to ensure a safe, compliant, and effective working environment while improving processes and infrastructure.

Position Title:  Manager, Office & Facilities Operations
Department:  Office Operations
Reports To:  Executive Director

FLSA Status:  Exempt, Full-Time
Deadline: Applications will be reviewed on a rolling basis until the position is filled.

Download link: Job Description – Manager, Office and Facilities Operations

Essential Responsibilities & Duties

Operations & Administration

• Oversee daily office, facilities, housekeeping, and Front Desk operations, ensuring efficiency, professionalism, and timely delivery of a high level of service.
• Develop, implement, and refine policies, procedures, and operational systems to optimize workflow and effectiveness for improved reporting, clarity, and accountability.
• Act as a central liaison across departments, ensuring seamless communication and coordination.
• Oversee outsourced IT provider to ensure the smooth operation of computer systems, software, and network infrastructure.
• Provide basic technical troubleshooting and/or training on common issues and provide initial support to staff and Residents.
• Work closely with finance and accounting on accounts payable, receivable, collections, expense reporting, reimbursements, and additional accounting and financial documentation.
• Manage government and regulatory compliance, including business licenses, charitable registrations, and additional filing and reporting requirements.
• Develop and implement technology-driven solutions to improve operational efficiency, including office automation and digital transformation.

Front Desk & Customer Service

• Oversee Front Desk operations and evening/weekend schedule to maintain a welcoming, organized, professional environment.
• Serve as the first point of contact for visitors, Residents, and staff, providing a warm and professional welcome.
• Answer and direct incoming calls, taking messages and providing accurate information as needed.
• Manage guest registration, including checking in/out, issuing access cards, and maintaining accurate records.
• Provide high-quality customer service by addressing inquiries, scheduling appointments, and managing visitor interactions.
• Identify and implement process improvements to enhance the efficiency and experience of stakeholders.
• Receive, distribute, and manage incoming mail, packages, and deliveries promptly and accurately.
• Ensure appropriate documentation and tracking for all incoming and outgoing packages.
• Coordinate with couriers and shipping providers as necessary.
• Prepare and present operational reports to the Executive Director, ensuring data-driven decision-making.

Facilities & Office Management

• Track and manage organizational assets, including equipment, IT infrastructure, and supplies.
• Oversee donation acknowledgments and support External Affairs with mailings, including mail-merging, printing, and distribution.
• Collect quotes, draft and manage SOWs and RFPs, and oversee procurement and purchasing efforts.
• Ensure compliance with company policies, procedures, legal requirements, and fire, life, and safety policies and procedures, including regular drills, inspections, and risk management initiatives.
• Implement and manage a general service request “ticketing system” to track, monitor, and analyze service requests for improved response times, communications, quality control, and operational insights.
• Manage and monitor the budget for office supplies, equipment, and operational expenses.
• Organize and maintain storage areas, including equipment, supplies, and facility workspaces.
• Organize and maintain storage areas, including equipment, supplies, and facility workspaces.
• Manage venue rental inquiries, sales, contracting, and client support to optimize event revenue and ensure seamless execution.
• Serve as the primary point of contact for rental clients, coordinating logistics and ensuring high service standards.
• Develop and enforce venue rental policies, ensuring alignment with organizational priorities and compliance requirements.
• Work collaboratively with facilities and housekeeping teams to ensure venues are properly prepared, maintained, and restored post-event.

Vendor & Facilities Management

• Oversee facilities maintenance and housekeeping teams, ensuring timely resolution and communication of issues while adhering to safety and quality standards.
• Plan and manage the maintenance and housekeeping work schedule, project pipeline, and workload distribution.
• Develop and maintain a preventive maintenance and deferred maintenance schedule.
• Negotiate and manage contracts of contractors, vendors, and service providers, ensuring effective communication and timely resolution of issues.
• Assist with coordinating repairs and maintenance of the facilities, including scheduling appointments and ensuring cost-effective, high-quality service and completion.
• Maintain records of contractor agreements, invoices, and service contracts.

Collaboration & Team Development

• Partner with the Executive Director and senior leadership to foster a collaborative, high-performing workplace culture.
• Provide staff training, guidance, and support, identifying professional development opportunities and resources to enhance team capabilities.
• Monitor industry best practices and introduce innovative strategies to improve office and facility operations and ultimately, the Resident experiences.
• Perform additional duties as assigned to support the organization’s mission and strategic goals.

Qualifications & Skills

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty and responsibility. The ideal candidate must have a passion for the mission, high ethical standards, and a commitment to fostering a diverse and inclusive community. A strong understanding of nonprofit operations, office and facilities management, and administrative best practices is required, along with experience in cultivating a collaborative and efficient work culture.

The following skills are essential for the position:

• Excellent written and verbal communication, interpersonal, time management, problem-solving, analytical, and organizational skills with exceptional attention to detail.
• Results-driven self-starter with the ability to manage multiple projects simultaneously and develop creative, innovative policies, procedures, and standards.
• Demonstrated office management skills, professional demeanor, stakeholder relationship management, negotiation, persuasiveness, and customer service excellence.
• Proven experience in office management, including technology oversight, facilities coordination, and contract/vendor management.
• Strong team management skills, with a track record of training and developing staff to enhance operational effectiveness.
• Proficiency in office software, CRM (Salesforce) systems, and other cloud-based solutions for improved communication, coordination, monitoring, and evaluation.
• Experience in sales and event planning/management for customer success.
• Experience managing budgets, expense tracking, and financial processes, including accounts payable, receivable, and reporting.
• Exceptional organizational skills, including inventory and storage management for office equipment, supplies, and facility spaces.
• Ability to implement and leverage technology-driven solutions to improve administrative and operational efficiency.
• An ability to navigate in a complex environment while building meaningful relationships with internal and external stakeholders.

Education & Experience

• An Associate’s degree in Business Administration, Operations Management, or a related field of study or relevant work experience is required.
• Minimum of five years of experience in operations, office management, front desk or administration, preferably in a nonprofit setting.
• Experience with vendor management, facilities operations, and contract negotiations and management.
• Experience overseeing Information Technology in a nonprofit environment is preferred.
• Bilingual Proficiency (speaking and writing) in Spanish is required.

Working Conditions & Physical Requirements

International Student House considers reasonable accommodation measures may be necessary for eligible employees to perform the essential functions of the job.

• Reasonable accommodation that does not cause an undue hardship on the organization may be made to enable individuals with disabilities to perform essential functions, as long as that would not hinder or prevent performance or create a safety concern.
• The primary functions are lifting, walking, carrying items up to 10 lbs., stooping, kneeling, bending, crouching, and other physically engaged movements.
• Additional functions performed are sitting, working a computer keyboard that involves writing and hand movements.
• Occasional travel may be required for meetings and events.
• May be required to work weekends, holidays, and/or evenings.
• The primary work location is in-person in Washington, DC.
• Competitive annual salary between $55,000 and $60,000 based on experience, plus a comprehensive benefits package.
• The comprehensive benefits package includes health insurance, retirement plan matching contributions, and paid time off.

This position description is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While it is intended to accurately reflect the current job, management reserves the right to revise the position or require other or different tasks to be performed as assigned.

International Student House of Washington, DC, is an Equal Opportunity Employer committed to a work environment free from discrimination and harassment in any form. It is International Student House’s policy to comply with all applicable laws that provide equal opportunity in employment for all people and to prohibit unlawful discrimination in employment.

About the International Student House of Washington, DC

International Student House of Washington, DC, is an 89-year-old non-profit organization that fosters intercultural dialogue, life-long connections, and global citizenship by providing an exceptional residential experience to a highly diversified international community of graduate students, interns, and visiting scholars.  Located in the dynamic and vibrant Dupont Circle neighborhood of Washington, DC, the turn-of-the-century Tudor-style mansion offers elegant common spaces for study, relaxation, and social interaction among the resident scholars.  The House is a home away from home where approximately 100 residents live, work, and dine together in a safe and supportive environment.  Over 15,500 individuals from more than 140 countries, including the United States, have passed through the doors of the International Student House since its founding.

Updated: 02/28/2025