• Drive Operational Excellence by managing performance rhythms with BPO leadership • Own daily operational monitoring—tracking service level adherence, quality, CSAT, and handle time • Lead operational reviews with partners approaching problems from first principles • Serve as the primary operational liaison, building relationships based on transparency and accountability • Synthesize feedback from agents and clients into actionable insights for internal teams

• Design and implement the operational infrastructure required to support nationwide screen rollout • Oversee and scale core verticals: hardware logistics, installation and service operations • Build and lead a team capable of high-stakes negotiation and cost optimization • Recruit, train, and manage a high-performing operations team • Develop SOPs, workflows, and performance standards • Own the operations budget • Collaborate with Business Development to align operational timelines • Partner with Product and Content teams • Identify, onboard, and manage installation, service, warehousing, and logistics vendors • Implement tracking systems for installation quality • Build executive dashboards and reporting structures • Drive continuous improvement across installation workflows

• Manage and maintain multiple executive calendars, scheduling meetings and resolving conflicts proactively. • Coordinate internal and external meetings, prepare agendas, and manage executive correspondence. • Co-lead and support high-level projects by tracking timelines, follow-ups, and deliverables. • Prepare reports, presentations, and executive documentation as needed. • Support executives with patient scheduling and related coordination requirements. • Liaise with healthcare staff to align priorities and ensure smooth communication. • Ensure adherence to HIPAA and healthcare data privacy standards in all administrative tasks. • Handle sensitive patient and business information with discretion and professionalism.

Role Description The NAACP Empowerment Programs, Inc., a 501(c)(3) nonprofit organization for equal rights, seeks a Director, Field Operations & Infrastructure, who is a dynamic, strategic, project/program manager and operationally skilled leader. The Director, Field Operations and Infrastructure will support the work of the Field Department by strengthening the execution, alignment, key performance indicators, and metrics for the NAACP Field Department. The Director will ensure Field stakeholders (Field Staff and Unit Leaders, and Volunteers) have the operational systems, structures, and frameworks necessary to execute initiatives effectively and deliver measurable impact in the communities we serve. This role will support the Field Department senior leadership (Governance, Compliance and Training, Membership, Campaigns, Youth & College, Advocacy & Unit Effectiveness, Unit & Compliance) key priorities by developing and managing departmental workflows and cross-functioning operational systems. The Director will help to improve coordination, tracking, and visibility across Field programs, initiatives, and campaigns. This role provides leadership across multiple Field functions, while reporting and partnering with the Chief of Field, Membership Growth and Unit Sustainability to translate national priorities into coordinated, high-impact action for all Field Teams, Units, and external partners and/or vendors. Responsibilities/Duties - Operational Leadership & Infrastructure - Develop, implement, and maintain operational frameworks, systems, and processes that support consistent execution across Field initiatives. - Identify gaps, inefficiencies, and risks in current Field operations and implement solutions to optimize performance. - Design and manage tools, dashboards, and metrics to track progress, highlight successes, and replicate effective strategies. - Cross-Functional Coordination & Alignment - Serve as a central point of coordination across Department Heads: (SVP, VP, and Director) and their teams. - Facilitate collaboration and alignment across initiatives to ensure Field priorities are executed efficiently and effectively. - Support Field leadership in translating national strategy into actionable, measurable initiatives for units and branches. - Partnership & Field Support - Build strong relationships with NAACP Field stakeholders (Staff, Unit Leaders, Volunteers), providing guidance, operational insight, and actionable recommendations. - Support the onboarding, mentoring, and development of Program Manager(s) who will report to this role. - Enable Field leaders to focus on their expertise while strengthening shared accountability for execution and results. - Strategic Performance & Evaluation - Collect and synthesize insights to inform continuous improvement and replication of best practices. - Report key findings, trends, and recommendations to the Chief of Field and other senior leadership. - Perform any other duties as assigned by the title of position’s manager/supervisor or other designee. Qualifications - Bachelor’s degree in Management, Non-Profit Management, or related degree. - 3-5 years of community and grassroots organizing. - Proven experience in project management, operations, or organizational leadership. - Comfortable operating in complex, fast-paced, and dynamic environments. - Demonstrated ability to design systems, frameworks, or processes that improve performance and efficiency. - Strong cross-functional collaboration skills, with the ability to influence and partner with senior leaders. - Experience leading complex initiatives that require coordination across multiple teams. - Excellent communication skills, including verbal, written, and interpersonal, with the ability to distill complexity for different audiences. - Proficiency in volunteer management, project management, and communications systems. - Experience in managing metric driven advocacy and field programs. - Experience in nonprofit, advocacy, or membership-based organizations. - Experience leading teams of managers or supervising multi-level functions.