Summary of position

We have an exciting opportunity for an COO to join our team at Friends Association to help us build our next chapter in 200 years of service to our community.

We are looking for an extremely organized and process-conscious COO who will work directly with the General Manager to organize and oversee the day-to-day operations of our agency. This person will provide executive level management and stable operational support while working with the Executive Director on the financial growth program and strategy. They will be a forward-looking thinker who actively seeks opportunities, proposes solutions and is committed to advocating and promoting systemic change.

Our work centers on the experiences of Blacks, Indigenous people, people of color, LGBTQ +, parents, those who are / have been affected by the system, have different abilities, are immigrants, and anyone who has experienced a systemic oppression – we encourage people from these communities to apply.

Due to COVID-19, our organization is currently operating on a hybrid work model, including a combination of remote and on-site work for employees. To be successful in this role, on-site work will be required, but the flexibility of remote working will be available at least until July 1, 2021. We expect that the person hired to fill this position will eventually work from us. Administrative Offices, located 113 West Chestnut Street West Chester, PA with standard work hours Monday through Friday and occasional evening or weekend work as required to meet the needs of the position.

Duties and Responsibilities (include but not limited to):

Operations management

  • Define, implement and review the organization’s operational policies and directives.
  • Oversee day-to-day operations in accordance with Friends’ responsive trauma approach ensures a strong leadership presence on a daily basis for all staff.
  • Create and maintain systems that follow Friends’ goals, including project management, data collection and reporting, accountability and forecasting with departments to maximize impact and management of resources (financial capital and human resources)
  • Develop and execute new growth guidelines.
  • Coordinate with program directors to develop financial plans and ensure agency-wide compliance.
  • Manage purchasing and resource allocation.
  • Identify best practices and improve internal systems taking into account future needs.
  • Provide oversight and management of facility and infrastructure maintenance and assist the Executive Director in the overall integration of capital projects and their impact on current and future maintenance facilities / resources.
  • Manage relationships with suppliers and consultants, including IT, facilities and government agencies.
  • Oversees the administration, planning, coordination, policy, procurement and assessment of all IT needs and functions.
  • Develop and implement a system for monitoring and reporting on the progress of the implementation of the strategic plan.

Advisor to the Executive Director

  • Maintain continuous lines of communication, keeping the Executive Director informed of all critical issues.
  • In collaboration with the CEO and the team, develop, lead and execute the strategic plan approved by the Board of Directors to extend the impact of the Friends mission.
  • Collaborate with the CEO, team and board to pursue a period of significant organizational growth both in scale and scope.
  • Prepare reports, presentations and responses on organizational and strategic issues.
  • Evaluate internal and external inquiries and determine the appropriate course of action; ensure that all issues are dealt with in an appropriate, efficient and judicious manner, and monitor progress until they are resolved.
  • Establish and maintain relationships with key stakeholders; work to build the organization’s brand and recognition with external stakeholders, including potential funders, government agencies and the public.
  • Facilitate board / committee / working group calls (develop agenda, minutes, list of project tasks)

HR and compliance

  • Works with the Business / HR Manager to create job descriptions, hire knowledgeable staff and oversee the employee training program.
  • Develop and implement personnel evaluation metrics.

Finance and administration

  • Prepare and submit the annual operational budget, effectively manage the budget and accurately report on progress made and challenges encountered.
  • Ensure the continued financial sustainability of Friends programs and services through sound financial management.
  • Prepare program finances for proposals and reports for foundations and grants.
  • Ensure that the agency operates legally and in compliance with established regulations.

Program operations

  • Provide effective leadership by being actively involved in all programs and services, developing a broad and in-depth knowledge of all programs with a view to aligning with evidence-based practice.
  • Review services on an ongoing basis and develop new programs as needs arise; identify opportunities for Friends to leverage cross-program strengths to take advantage of new opportunities or address organizational challenges.
  • Make sure the services comply with all federal, state, and local funding, regulatory, certification, and licensing requirements.
  • Implement and lead a continuous quality improvement process across all programs and service areas, with a focus on system / process improvement.
  • Ensure that all program activities operate in a consistent and ethical manner within the framework of the Friends mission and values.
  • Lead, coach, develop and retain Friends program managers with a focus on capacity development in strategic analysis and planning and program budgeting.
  • Provides key grant information and grant writing assistance.

Perform other duties as assigned by the Director General.


  • Bachelor’s degree (BA / BS) or equivalent; graduate degree or doctorate in law preferred.
  • 5-8 years in a managerial position in a non-profit organization, foundation or government body
  • Excellence in organizational management with the ability to coach high level staff to manage and develop high performance teams and develop and implement program strategies.
  • Extensive experience in program budgeting and tax management
  • Experience in effectively leading a direct service organization with a complex range of programs with the ability to leverage strengths in all program areas, excellent project management skills.
  • Ability to cite specific examples of having led organizational transformation projects and program development.


  • Ability to work and contribute as part of a holistic and trauma-informed team.
  • Action-oriented, adaptable and innovative approach to operational management in a non-profit setting
  • Energetic, collaborative and proactive leader who can influence both strategic and tactical programs and administrative initiatives.
  • Unwavering commitment to program quality and evidence-based program evaluation
  • Analytical and decision maker with the ability to prioritize and communicate to staff key objectives and tactics necessary to achieve organizational goals.
  • Passion, humility, integrity, positive attitude, mission oriented and self-reliant

About Us

Founded in 1822, Friends Association is a Chester County non-profit organization focused on solutions to family homelessness. Each year, hundreds of families in Pennsylvania’s wealthiest county experience the trauma of homelessness. With a bold vision for change, Friends believes in the power of neighbors who come together to create a more equitable community for all. Friends’ innovative programs focus on four key areas: preventing homelessness, providing emergency housing, partnering with families to support their stability, and promoting systemic change. Friends Association is a thought leader in the county and region and actively integrates the principles of social justice into all aspects of the organization.

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