Boys & Girls Clubs of America

  • Assistant Director Club Support Services

    Posted Date 3 months ago(3 months ago)
    Job ID
    Oper & Liaison Srvcs
    Atlanta, GA
  • Overview


    Lead and Supervise

    • Supervise multiple staff levels of specialists and ensure adherence to operational, administration, and managerial standards
    • In collaboration with other leaders of the Business Operations team, develop the customer service support strategy and ensure that it is implemented and maintained consistently
    • Coach and develop assigned staff to ensure they have a comprehensive understanding of all BGCA national programs, initiatives, intranets, systems, and processes
    • Create a culture of providing the highest quality of customer service and act as role model of service to the Movement
    • Maintain internal staff reference guides, document repositories, and intranets
    • In partnership with other members of Business Operations leadership team, develop proactive, easily accessible communication channels for local organizations and ensure the channels are maintained appropriately
    • Manage the process and utilization of the Business Operations project management tool
    • Take responsibility for difficult Club, community, and organizational inquiries, problems, and requests
    • Maintain a wide breadth of knowledge about BGCA services and products to ensure the customer receives the appropriate service efficiently
    • Demonstrate the highest levels of good judgment and problem-solving, recognizing when information may be sensitive and refer to the appropriate organizational leader for follow up
    • Supervise and/or support execution of the following:
      • Special initiatives as directed by Lead Director and BGCA Senior Leadership Team
      • Club membership and program chartering and site status change follow-up
      • Participation in national initiatives
      • Shared responsibility with Lead Director in the development and management of efficient systems
      • All BGCA awards recognition programs
      • Automated Club staff requisition process (ULTIPRO). Posting of club job requisitions.


    Supervise support of Grant Services

    • Supervise Business Operations staff in the administrative tasks associated with grant administration services to local Clubs
    • Troubleshoot any non-standard issues related to execution of grant fund

     Manage Events and Meetings

    • Work in conjunction with the Lead Director to assign and coordinate support for state, regional, and national events
    • Develop and manage small-scale events and meetings
    • Coordinate agendas and various materials for small-scale events and meetings.

     Management and staff development for Club Support Services (CSS)

    • Hire, train, supervise, evaluate, and develop assigned staff according to BGCA’s policies and procedures, consulting your supervisor and appropriate Human Resources staff
    • Provide leadership and supervision to team, while advancing departmental impact
    • Manage Support Service Center office environment and ensure facility maintenance, safety, and payment of related expenses (applies to Chicago and Dallas service centers)
    • Serve as member of CSS Extended leadership team.
    • Purchase, control, and maintain inventory of supplies and equipment.
    • Work in conjunction with the Lead Director to plan and execute CSS staff meetings.  
    • Demonstrate BGCA mission-driven I*CARE values, and integrate these beliefs into our environment and ways of work
    • Adhere to organizational policies and procedures as described in BGCA’s Employee Handbook, Ethics Policy and elsewhere.



    • Demonstrates strong leadership and team building ability
    • Requirement to take on lead responsibility outside own scope of work
    • Ability to manage multiple priorities
    • Expectation to lead in absence of established leadership
    • Represents the departmental mission and strategy with internal and external stakeholders, serving as a brand ambassador
    • Serves as a mission-led “culture builder” to ensure that the values and core beliefs of our mission are maintained


    Project Management

    • Demonstrates extensive content knowledge of programs and initiatives, utilizing departmental systems and processes
    • Supports program and service units leads with the planning and implementation of programs, projects, trainings, events, committees, and special initiatives
    • Ability to make decisions and solve problems
    • Effectively scopes and charts the assigned project, making use of organizational project management tools
    • Monitors progress and resolves issues in a timely way when course correction is needed
    • Brings projects to closure



    • Supports collaborative, strategic and cross-departmental efforts to drive impact and/or organizational effectiveness
    • Builds trust and rapport with others quickly
    • Shares information in an open and transparent fashion



    • Demonstrates BGCA mission-driven values of integrity, excellence, and inclusion
    • Treats others fairly, honestly, and consistently
    • Accepts responsibility for his/her actions and confronts unethical behavior, engaging HR and senior leadership as appropriate
    • Demonstrates confidentiality when required and appropriate



    • Delivers best in class services and resources to all internal and external customers guided by the highest standards of innovation and teamwork Drives for success and achieves results
    • Demonstrates a proven ability to take direction and provide input to develop deliverables that achieve organizational goals
    • Participates in operations and activities, carrying out tasks and assignments that fulfill departmental and organizational obligations
    • Applies logic and reasoning to identify new solutions or approaches to problems
    • Provides general administrative assistance as required for various programs, training initiatives, conferences, and meetings which contribute to the workflow of BGCA


    Passion, Commitment, and Knowledge of BGCA and Movement

    • Gives compelling testimony to the value of the organization and the work
    • Shows care and concern for youth.
    • Understands the Club Experience and outcome measurement
    • Understands or quickly learns BGCA culture, resources, and budgeting/financial process
    • Wide breadth knowledge of other department programs, initiatives, and functions
    • Supports the overall goals and direction of Boys & Girls Clubs of America and assists with other duties as required
    • Serves as a mission-led “culture-builder” to ensure that the values and core beliefs of our Movement are maintained
    • Able to represent BGCA to a range of audiences, including Club executives and staff, BGCA department leaders, and other stakeholders
    • Models professional behavior, attire, and presence at all times



    Education & Experience

    Bachelor’s degree or a minimum of three to five years equivalent experience in business administration, project management, office management, customer service, communications, education, non-profit management, or a related discipline is required


    Knowledge Base/Skills/Competencies

    • Intermediate to advanced use of Microsoft Office Suite
    • 50-60 wpm typing with high degree of accuracy
    • Experience with project management tool
    • Excellent time management skills
    • Ability to make sound decisions and solve problems
    • Data entry experience
    • Good grammar, strong customer service, and communication skills
    • Strong planning and organizational skills, with great attention to detail
    • Self-starter with the ability to prioritize and carry-out multiple tasks
    • Ability to work individually and as part of a team, contributing to the greater good of the administrative team, department and BGCA
    • Ability to exchange ideas, facts, and information clearly and concisely in person, by telephone, fax or correspondence
    • Physical requirements include sitting for four plus hours a day, standing, stooping and bending; sight, hearing, and successful communication includes speaking, writing, and reading comprehension
    • Qualified candidates must be able to pack and lift boxes, displays, etc. of various sizes and weights


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