Senior Operations and Program Support Manager

Physicians for Human Rights (PHR), which shared in the Nobel Peace Prize in 1997, is a U.S.-based international advocacy organization working at the intersection of medicine, science, and law. With a global network of thousands of medical, scientific, and legal experts, PHR uses the power of medical and scientific evidence to document violations of human rights and humanitarian law, prevent abuses, protect survivors, and promote justice and universal human rights for all.

Building upon its highly respected place in the field, and supported by a committed and talented team, PHR seeks a Senior Operations and Program Support Manager.

Work Authorization: Applicants must be authorized to work in the United States.

Location: Headquarters, New York, NY

Reports to: Chief Operating Officer (COO)

Organizational Overview

Physicians for Human Rights was founded in 1986 by five physicians who were united in the belief that health professionals, with their specialized skills, ethical duties, and credible voices, are uniquely positioned to prevent harm and promote respect for human rights. Since its founding, PHR has built a long and distinguished record of accomplishment by conducting groundbreaking investigations and advocacy, in concert with strategic partners.

PHR’s approach includes extensive documentation of the use of illegal and inhumane weapons in armed conflicts, attacks on civilians, and the physical and psychological impacts of torture and sexual violence as a weapon of war. Other core activities include protecting the rights of those seeking asylum in the United States, the human rights implications of the COVID-19 pandemic, and halting attacks on medical facilities and frontline health professionals.

Role Description

PHR is seeking an experienced and results-oriented Senior Operations and Program Support Manager, with significant experience in aligning business systems and processes to organizational goals, ideally within an international nonprofit environment, working in the human rights, humanitarian development, or similar space.

The overall goal of this position is to ensure that all business and operational processes, including, finance, HR, CRM, admin, IT and other processes, run sufficiently smoothly to support the maximum effectiveness of all PHR’s advocacy and programmatic work.

The Senior Operations and Program Support Manager will act as a strategic partner to ensure we have the right systems, technology, and processes in place for the smooth functioning and continued growth of the organization. The Senior Operations and Program Support Manager assesses, improves, and implements systems, processes and workflows to ensure program managers and other decision makers have the timely, accurate information they need. This role’s focus is intended to carry out organizational initiatives, identify inefficiencies and risks, strategize and problem solve, and respond to assigned strategic and ad-hoc projects.

A strategic thinker, with excellent communication skills, the successful candidate will have a strong track record in developing and executing a systems and processes strategy according to business needs and objectives, as well as implementing and maintaining systems and processes that enable employees to work efficiently, securely, and seamlessly across a variety of platforms.

This is an exempt, full-time position that reports to the Chief Operating Officer and works closely with other divisional directors. This position is based at our New York HQ with occasional travel to our other offices expected. PHR currently operates a hybrid work model.

Responsibilities

Operations

• Develop and map comprehensive organizational workflows and processes and conduct gap analysis between systems and needs.
• Support COO and departmental heads to align on prioritization and improvement planning.
• Backstop and reinforce Kenya, Democratic Republic of the Congo, and other office operations, including traveling to offices periodically to ensure teams are appropriately supported and challenges are resolved in a timely manner.
• Ensure proper representation of Programmatic and Operational perspectives in cross-departmental projects; contribute to maturation and uptake of a holistic operational culture.
• Develop ideas and processes to enhance efficiency, information sharing and collaboration between departments; generate actionable insights and recommendations based on feedback.
• Scope and analyze ad-hoc projects that address barriers and/or enhance organizational strategies.

Business Systems Management

• Oversee PHR’s software applications that are used for HR, timekeeping, payroll, accounting, performance management, project management, recruiting, and more.
• Review and evaluate systems needs across the organization and make recommendations for new or updated systems that meet business objectives.
• Configure systems and processes to fit business needs including managing user permissions, workflows, and integrations.
• Recommend, lead the review and selection process for any new system implementation including researching options, determining criteria, and managing implementation and integration with existing systems.
• Coordinate with external IT support on risk mitigation and IT compliance.

Grants and Programs

• Support the grants and development personnel, contributing to regular, periodic grant project reviews bringing together internal stakeholders to ensure inter-operability of grant management processes across relevant departments and offices.
• Develop and revise standard operating procedures for program and implementing teams to ensure adherence to donor requirements; conduct regular internal audits and quality control reviews.

Training and Communication

• Ensure all departments and stakeholders are fully aware of operating procedures.
• Scope, gather, and synthesize internal data to inform decision making.
• Maintain internal operational policies and serve as organization focal point; manage periodic updates and reviews.
• Lead training for staff and consultants on key operational policies and procedures.
• Ensure proper representation of Operational perspective in cross-departmental projects; contribute to maturation and dissemination of organization’s strategy.

Admin/Other

• Support other administration and operations staff as required.

Examples of success indicators:

• Greater overall organizational effectiveness and efficiency.
• Improve organizational clarity on operational priorities and active process improvements.
• Increase number of SOPs and documented workflows/systems; increase standardization and decrease time spent guessing or piecing together processes.
• Higher departmental satisfaction due to availability of information and communication.
• Progress towards “audit-proof” grant documentation; improved efficiency and quality of donor reporting.
• Increase staff awareness and adherence to internal policies; operational policies are up-to-date and disseminated.

Requirements

• Bachelor’s degree in business administration, non-profit administration or other relevant fields, or equivalent work experience.
• Five years of relevant, progressive experience in non-profit or similar organization.
• Working knowledge of nonprofit operations and software systems to support programs and fundraising.
• Management and Supervisory experience.
• Experience working directly with end users and translating technical requirements for non-technical stakeholders.
• Ability to think critically and solve problems.
• Experience with Salesforce, accounting and procurement software, payroll admin, and Microsoft 365.
• Ability to work independently or as part of a team with minimal supervision.
• Excellent attention to detail and organizational skills.
• The ability to prioritize and handle simultaneous assignments, with the agility to adapt to changing priorities, stakeholders, and deadlines.
• Excellent interpersonal and communication (written and oral) skills.
• Demonstrated commitment to PHR’s organizational values and diversity, equity, and inclusion.
• Fluency in written and spoken English.

Qualifications of the Ideal Candidate

• Bachelor’s degree in business administration, non-profit administration or other relevant fields, or equivalent work experience.
• Additional language proficiencies welcomed.
• This job description is subject to change at any time.

Salary and Benefits

This is a full-time position located in New York City with a hybrid work model. Salary range is $85,000 – $100,000 and is commensurate with experience. PHR offers comprehensive employer-paid benefits, including medical, dental, disability, and life insurance, a retirement savings plan, and generous vacation.