Chief Operations Officer - NJ 211 Partnership

Company Overview:
Established by the United Ways of New Jersey to bring the 211 Service to its residents. The 211 Service begins with a national three-digit dialing code that connects to a live specialist with availability 24/7 via phone, text or chat. It is also an online, self-service portal to search for social service programs statewide. The majority of programs listed are nonprofits or government-operated. They help with essential needs such as housing, food, healthcare, childcare and utility assistance.

Our mission is to empower individuals by providing information, referrals, and hope to meet a broad range of health and human service needs. With an annual budget of $9 million sourced from government and charitable contributions, NJ 211 is a trusted resource for residents, professionals, and state officials during times of personal crises and statewide disasters. Nationally accredited by Inform USA, NJ 211 adheres to best practices in delivering information and referral services.

Position Overview:
The Chief Operating Officer (COO) at NJ 211 is a mission-driven leader responsible for ensuring operational excellence, strategic execution, and sustainable growth. The COO will manage and optimize the organization’s internal processes to deliver high-impact and cost-effective outcomes. The role requires an experienced leader who can create a collaborative, performance-based culture while advancing NJ 211’s mission to deliver critical services to the community. 
 
As a key member of the executive team, the COO will work closely with the Chief Executive Officer (CEO) to scale the organization’s programs, lead a diverse team of talented individuals, and ensure that all operational aspects, including contact center operations, database management, program delivery, community engagement, and technology align with the organization’s goals. 


Responsibilities:
Strategic Leadership & Planning: 

• Partner with the Chief Executive Officer (CEO) and Board of Directors to develop, implement, and execute NJ 211’s five-year strategic plan. 
• Lead new and continuity business plans along with tools to support efficient operations and program management.  
• Forecast, design, and introduce strategic initiatives to drive the organization’s competitiveness and efficiency and meet evolving community needs. 
• Support the development and implementation of HR policies, processes, employee relations, performance management, and compensation strategies.
• Collaborate in the development of the annual budget, closely monitor monthly financial performance, identify areas for cost-saving, and drive efficiencies to ensure organizational sustainability. 
• Serve as spokesperson and represent the organization in high-level/high-visibility engagements with government, nonprofit, and private entities, and present organizational updates and performance reports to the Board of Trustees. 

Team Leadership: 

• Provide day-to-day operational leadership and oversight across departments, fostering a positive, collaborative, and high-performing workplace culture where staff are supported and empowered to excel, ensuring high morale and low turnover rates. 
• Implement performance management systems to track team performance ensuring accountability and progress. 
• Mentor and manage a team of directors responsible for the implementation of key programs, including contact center operations, program delivery, resource database, website development, and IT. 

Program Oversight: 

• Oversee the execution of programs and new initiatives, ensuring timely delivery and measurable outcomes and complete the renewal of grants, grant reporting, and other contractual requirements.  
• Lead pilot initiatives aimed at expanding NJ 211’s revenue and service offerings beyond information and referral, such as care coordination and closed-loop referral programs. 
• Identify and pursue growth opportunities, setting priorities to promote the long-term sustainability of programs and resource development. 
• Conduct regular review of performance reports to assess organizational efficiency gaps and document and develop standard operating procedures. 

Operational Infrastructure: 

• Lead vendor selection review and negotiations, including developing and evaluating RFPs.  
• Responsible for the organization’s INFORM USA membership, staff certification, accreditation adherence, and renewal of accreditation.
• Collaborate with national 211 and United Way Worldwide (UWW) leaders to gather insights that drive NJ211’s continuous improvement. 
• Support the IT director in enhancing technology infrastructure for future growth and optimal operation. 
• Other duties as assigned. 

Qualifications:

• Bachelor’s degree required, advanced degree in business, nonprofit management, organizational development, or related field preferred. 

• Minimum of 10 years of progressive leadership experience, preferably within a nonprofit organization and/or contact center environment.  
• Proven experience in organizational management, particularly in scaling operations, strategic planning, state and federal grants administration, personnel, and government relations. 
• Proficient in operational performance metrics and process improvement methodologies. 
• Collaborative spirit and strategic thinker with confidence in making difficult decisions through a combination of analysis, wisdom, experience, and optimal judgment. 
• Superb written and oral communication skills, with the ability to convey complex information clearly and persuasively, inspire, and engage teams across different departments. 
• Experience and ability to lead and mentor teams through change management, fostering staff development, and creating a supportive work environment that encourages growth. 
• Strong interpersonal skills demonstrated across all levels of the organization. Also operates with a sense of urgency responding to the needs of partners and staff.  
• Familiarity with technology infrastructure and operations, including CRMs, databases, and digital platforms to support organizational growth and effectiveness. 
• Proven experience in overseeing compliance processes and conducting audits to ensure adherence to regulatory standards and internal policies.   
• Sensitivity to the needs of under-resourced populations and an understanding of the social service landscape with deep commitment to NJ 211’s mission. 

Physical Requirements and Working Conditions 

• Works in an office environment. 
• Frequently sits for long periods.  
• Frequently speaks, reads, writes, uses a computer, keyboard, and phone. 
• May require occasional standing, walking, lifting, stooping, or bending. 
• Will require some evening and weekend work. 
• Travel within NJ and the USA for meetings and conferences as needed (20%). 

 
This job description is not intended to represent a complete, comprehensive list of all duties and responsibilities that may be required in this position. There may be unplanned activities and other duties as assigned. 

NJ 211 is a disaster response organization working in partnership with the state emergency operation center. This requires all staff to be available during times of emergency, to work beyond normal hours and/or flexible hours to meet needs.

FSLA: This position is Exempt.  This position can be a hybrid position working a minimum of 2 days a week in the office. Will require work on the weekends and evenings.

The salary range will be from $110,000 to $130,000. 

NJ 211 is a friendly, fast-paced and demanding work environment.  Our new and professional office offers a comfortable work atmosphere, conveniently located near Route 287 and Route 10. We value a life-work balance and provide four weeks PTO, flex time and hybrid schedules. Individuals with a passion for helping others will thrive at NJ 211.  
NJ 211 offers a generous benefits package.    Employee benefits include health, vision, dental, and life insurance, 401(k) savings plan with employer match, paid time off, paid holidays, and hybrid work schedule.

Temporary staff must be with the organization for six months in order to be considered for regular full time employment within the organization.  

NJ 211 does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity employer.