Manager, Operations

Are you a changemaker? Come on INN!

Who Are We?

We're an amazing team, doing amazing things every day. Inn from the Cold is the largest organization in the Calgary region dedicated to supporting families experiencing a housing crisis.

At Inn from the Cold, we offer more than a job; we provide an opportunity to make a profound impact on the lives of families in need. Our values guide us — compassion, accountability, respect, inclusivity, courage, and innovation. We are driven by our vision of a thriving community where every child and family has a safe and stable place to call home.

We prioritize people, recognizing the uniqueness and worth of everyone who walks through our doors. Our commitment to reconciliation and equity is not just a statement; it's a journey we're dedicated to, actively working alongside Indigenous peoples and marginalized communities to dismantle oppressive structures. As a trauma informed organization, we create a safe and supportive environment, promoting healing and resilience.

We are a multidisciplinary team united by a shared vision, mission and values. Collaboration is at the heart of our work, and we believe that diverse perspectives drive our success. It is this diversity and the respect and value we have for each other and our community that makes us stronger.

If this sounds like a place where you would want to work, please review the position below to see if there's a fit with your skills and experience.

What Are We Looking For?

• Position Title Manager, Operations
• Job Type Full Time
• Department Operations
• Reports to Vice President, Operational Services

Position Overview

We are seeking a passionate and dedicated Manager, Operations to join our team at Inn from the Cold. Reporting to the VP, Operational Services, the Manager, Operations at Inn from the Cold holds combined accountability for two functions: supervision of the FDBL team and Facilities. On the Facilities side, the role oversees maintenance and janitorial services, supply distribution, facility management, and the appropriate storage and disposal of records, in compliance with operational needs across The INN's sites. On the FDBL side, the role oversees day-to-day scheduling, coverage, and supervision of the FDBL team, who assist with guest check-in and check-out and related front-desk/building liaison duties and provide 24/7 coverage, working closely with the Senior FDBL Lead. This role manages the FDBL team specifically and does not carry broader shelter program oversight.

This role participates as a member of The INN's Leadership Team and contributes to the overall leadership and works collaboratively to ensure Inn from the Cold achieves its mission.

This is a full-time position, some evening/weekend hours may be required, depending upon needs.

What You'll Do

• Supervise and oversee the day-to-day scheduling and shift coverage for the FDBL team, whose duties include checking guests in and out and related front-desk/building liaison support, ensuring 24/7 coverage across day and night shifts
• Support and develop the Senior FDBL Lead in day-to-day team leadership and decision-making
• Ensure FDBL staff have the training, equipment, and support needed to safely carry out their duties
• Oversee ongoing operations, maintenance, building access and security systems of The INN's facilities
• Support the VP, Operational Services in managing the HomeSpace partnership at Neoma; serve as day-to-day point of contact for facility issues, scheduled inspections, and chargebacks
• Serve as point of contact for inspectors and contractors, ensuring they are supervised during time on site
• Manage facility issues and implement best practices to offer solutions; prioritize tasks based on urgency and safety requirements
• Own and maintain the facilities work order system: triage incoming requests, assign tickets to the appropriate technician, monitor resolution timelines, and report on ticket trends
• Supervise and coordinate projects and tasks with the Facilities Coordinator
• Conduct regular walkthroughs of all INN facilities to note and address maintenance needs, safety issues, and potential security risks
• Function as a point of contact to the Joint Health & Safety Committee (JHSC) and Health & Safety Lead
• Establish and manage the schedule for safety drills (fire, evacuation, violent/threatening situations), in coordination with HomeSpace
• Ensure RFID and access card security protocols are followed, and support investigation of access-related security incidents
• Assist with monitoring mechanical equipment; establish and manage third-party service providers, including scheduling inspections and regular maintenance of building systems
• Secure quotes, seek approval from the VP, Operational Services, and work directly with approved contractors; monitor work quality and schedule, conduct final inspection, and document deficiencies
• Act as landlord of record for Journey House, ensuring compliance with the Alberta Residential Tenancies Act (RTA) and all applicable landlord obligations
• Provide support to the Front Desk Administrator role as requested; collaborate with the Shelter Supervisor to ensure operational building responsibilities are attended to
• Participate in development and review of policies and procedures relating to the Operations area, including maintenance, janitorial and caretaking, Kitchen operations, distribution, safety services, and FDBL staffing
• Serve as Budget Manager for the Operations area; work with the VP, Operational Services to provide annual budget recommendations and discuss variances for equipment, facility maintenance/repairs, building improvements, or FDBL staffing costs

This position description reflects the general duties of the role, but is not intended to include all duties that may be inherent in the position. The Manager, Operations may be asked to perform other duties as required or assigned.

What You Bring to Our Mission

• High School diploma / GED, applicable training and certifications
• Minimum valid Class 5 operator's license, with documentation showing at least 3 years of driving experience and insurance history
• Demonstrated experience in staff supervision is required, including supervision of shift-based or 24/7 operations teams
• Demonstrated coordinator-level or management experience in building operations and maintenance is required
• Experience in project and team management is required
• Trades experience (e.g., carpentry, plumbing, electrical) is strongly preferred
• Working knowledge of the Residential Tenancies Act (RTA) and landlord responsibilities is required, given direct landlord accountability for Journey House
• First Aid skills / certification are considered assets
• Highly motivated, able to work independently; exhibits initiative, responsibility, and attention to detail
• Ability to multi-task and establish priorities across two distinct functions, and work well under pressure
• Highly flexible, with solid interpersonal skills to work effectively in a diverse environment
• Strong communication, sound judgment and reasoning, and problem-solving skills
• Working knowledge of Microsoft Office (Word, Excel) and Outlook email and calendar
• Familiarity with Alberta Occupational Health & Safety Standards, FOIP and other privacy legislation
• Willingness to complete all Inn from the Cold required training; adheres at all times to The INN's Code of Conduct, policies, standards, guidelines and expectations
• Willing and able to respond to after-hours emergencies and urgent team needs
  

What We Offer

We provide people with meaningful work and are committed to offering equitable benefits and total compensation to all staff, including:

• Competitive salary, where all employees are paid a living wage at minimum
• Focus on health and wellbeing, including access to employer paid extended health benefits, dental benefits, annual health spending account and employer matched RRSP contributions
• Commitment to your mental wellbeing with free and confidential support through the Employee & Family Assistance Program
• Work life balance, including paid vacation starting at three weeks, wellness days, and 12 paid statutory holidays
• Supportive and flexible work environment, with ongoing training and development opportunities
• Potlucks, celebrations, employee engagement initiatives and plenty of fun
• Strong commitment to advancing reconciliation, aligning with the calls to action of the Truth and Reconciliation Commission of Canada and the United Nations Declaration on the Rights of Indigenous Peoples
• Recognition that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength in diversity, creating a rich and inclusive workplace.

Our Commitment

Join us in a workplace where your actions contribute to breaking down barriers, fostering equity, and creating a truly inclusive and antiracist space. At Inn from the Cold, you're not just an employee but a crucial part of a community, making a difference in the lives of those who need it most.

Diversity, Equity and Inclusion: The INN is deeply committed to building a workplace where inclusion is valued and prioritized. We welcome and encourage applicants from diverse backgrounds and experiences. If you are passionate about our mission and can contribute to our team, we encourage you to apply, even if you don't meet every qualification listed. We value unique perspectives and are committed to building a team that represents a variety of talents and skills. We are proud to be an equal opportunity employer seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, colour, religious beliefs, gender, gender identity or expression, family status, marital status, sexual orientation, place of origin, source of income, mental and physical disability, age or veteran status.

Join Our Team

We are excited to hear from you! We invite you to join our movement to end family homelessness in our city. If you are passionate about making a difference and meet the qualifications above, please submit your resume and cover letter by clicking ‘Apply Now'.

The successful candidate must satisfactorily complete a Police Information Check with Vulnerable Sector Search and a Child Intervention Record Check.

Application Deadline: Applications will be accepted until a successful candidate is found.

Inn from the Cold is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact us at [email protected] before your interview.