Operations Lead - Indelible : Job Details

Company background: Indelible Solutions ( Indelible ) is a national management consulting firm that operates through client-site, in-office, and at times, remote operations, employing a diverse workforce that includes a combination of full-time employees and short-term contracted staff. We continuously foster a culture of success that creates sustainable growth opportunities for our clients and their communities while promoting an inclusive culture within our organization. Indelible is seeking individuals to serve as Operations Leads at Asylum Application Help Centers (AAHC) across New York City. Role overview: The Operations Lead is an onsite leadership role responsible for ensuring high quality of service to asylum seekers at AAHCs. This position requires a strong and effective leader with proven experience in managing large teams between 20 to 150 professionals. The Operations Lead will oversee all aspects of site operations, ensuring appropriate staffing levels from open to close (with varying center hours), managing performance and interpersonal issues with staff, optimizing client flow, and identifying operational efficiencies to enhance productivity and client satisfaction. Key responsibilities include monitoring and reporting operational data to leadership and clients, maintaining clear and consistent communication with all stakeholders-including leadership, legal support, and operational staff-and fostering a positive, client-centered work environment. The Operations Lead must be adept at resolving operational challenges, collaborating with other Operations Leads to ensure consistency across sites, and implementing emergency response plans as needed. Additionally, this role involves building and maintaining effective working relationships with vendors and facility teams to support smooth operations. Location: Multiple sites in Manhattan and Brooklyn. Pay rate: $40-$62/hour Schedule: Approximately 50 hours/week. Responsibilities include, but are not limited to:

• Monitoring Staffing Numbers
• Request additional staff cohorts when appropriate: Application Assistants (AA), Supervising Attorneys (SA), Assistant Supervisors (AS), and Operations (Ops).
• Communicate with vendors regarding staffing (e.g., capacity, departures, time off requests, etc.).
• Monitor time off requests and arrange coverage.
• Monitoring Strike Counts per Staff
• Lead and communicate regularly with staff regarding infractions promptly and appropriately, following attendance policy and other approved protocols.
• Escalate infractions-based communications to vendors when appropriate.
• Follow Staffing Infraction SOP and other relevant protocols.
• De-escalating Interpersonal Conflicts
• Ensure site safety following an inappropriate interaction and follow up with client leadership and human resources as appropriate.
• Work with vendors to address any staffing requests following interpersonal conflicts in the workplace.
• Collaborating with other Leads
• Share staffing referrals and notes.
• Coordinate biometrics referrals to the Federal clinic.
• Coordinate Work Authorizations.
• Manage high-need walk-ins to match capacity constraints.
• Pairing Clients with Resources
• Work with staff to identify available resources for clients seeking emotional support.
• Maintaining Mailing Systems
• Collaborate with the site mailroom to ensure mail accounts have sufficient postage and are regularly funded.
• Coordinate mail delivery with the Postal Service to ensure the court and USCIS receive applications promptly.
• Provide quality control for outgoing mail to ensure the mail is adequately posted and addressed.
• Monitoring Data Integrity and Applications System Protocols
• Complete daily review of dashboards and intraday reports.
• Identify and communicate inconsistencies with leadership and the data teams.
• Sending Daily Reports to the Client
• Track productivity daily and submit site productivity report to client no later than the following morning.
• Track productivity for each application assistant and address any productivity issues with the assistant.
• Provide performance improvement plans when necessary.
• Managing Logistics, Supplies, Inventory, Postage Needs
• Oversee maintenance of accounts.
• Communicate with agencies on account serving.
• Communicate equipment concerns to account teams.
• Overseeing Site Supply Logistics
• Perform all inventory management duties.
• Maintain an updated supply list and burn rate to ensure operational stability.
• Communicate any changes to logs by the established communications timeline.

What Our Ideal Candidate Looks Like:

• Previous management of 20-150 staff required.
• Demonstrated strong leadership skills with the ability to motivate and guide teams toward achieving goals and key performance indicators.
• Effectively manage personnel issues and resolve interpersonal conflicts to maintain a positive and productive work environment.
• Demonstrated experience performing the responsibilities identified in this posting or similar job duties.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite.
• Bi-lingual capabilities preferred but not required - Spanish, West African dialectics, French/Haitian Creole, Russian, Ukrainian, and Arabic.