Chief Operating Officer

JOB DESCRIPTION

Reports to Chief Executive Officer Classification Full-time, exempt Leadership role Member of the Senior Leadership Team Location Transylvania County, North Carolina; regular travel to program and project sites Position Summary The Chief Operating Officer (COO) is the chief executive's principal partner for translating strategy into disciplined, effective day-to-day operations. The COO provides organization-wide leadership for people, processes, systems, compliance, and performance management so that Transylvania Habitat for Humanity (THFH) can serve more families while maintaining quality, stewardship, and an excellent homeowner, volunteer, donor, customer, and employee experience. Working across departments, the COO strengthens coordination among affordable homeownership, critical home repair and aging in place, disaster recovery, volunteer engagement, finance and administration, ReStore operations, and marketing and advertising. The COO leads through collaboration, clear expectations, measurable results, and continuous improvement.

Essential Responsibilities Operational Leadership and Execution:

Convert the strategic plan and annual priorities into coordinated operating plans, clear accountabilities, measurable goals, and reliable follow-through.

• Lead annual and quarterly operating planning in partnership with the CEO and department leaders; monitor progress and resolve barriers that cross departmental lines.
• Establish practical performance dashboards, workflows, service standards, and meeting rhythms that support timely decisions and organizational accountability.
• Evaluate and improve policies, procedures, technology, documentation, and internal controls as THFH grows in scale and complexity.
• Balance immediate operational needs with long-range capacity, financial sustainability, risk management, and mission impact.

Homeowner and Community Services:

Provide direct leadership and supervision to the Homeowner Services and Critical Repair Departments and ensure coordinated, equitable, and compliant service delivery.

• Oversee the systems supporting homeowner outreach, application, eligibility, selection, education, partnership, mortgage readiness, closing, and post-purchase support.
• Ensure strong coordination of Critical Home Repair, Aging in Place, disaster recovery, case navigation, and neighborhood-based initiatives, including clear eligibility standards and complete records.
• Promote a respectful, trauma-informed, and customer-centered experience for applicants, homeowners, and community residents.
• Track program outputs, outcomes, waitlists, cycle times, and client feedback; use data to improve service and allocate resources.

Cross-Functional Program Delivery:

Create reliable handoffs and shared accountability from land acquisition and funding through construction, family readiness, sale, and long-term stewardship.

• Partner with the CEO, QLO, Construction Director, finance staff, Resource Development, and Homeowner Services team to align the development pipeline, project schedules, budgets, grant commitments, and closing requirements.
• Support effective delivery of new construction, repair, disaster recovery, and community development initiatives without duplicating the Construction Director's technical authority.
• Identify capacity constraints and operational risks early; recommend solutions, assign ownership, and ensure resolution.
• Coordinate organizational response during disasters, urgent client situations, or other complex operational events as directed by the CEO.

People and Culture:

Build a healthy, accountable, collaborative workplace in which staff understand how their work advances THFH's mission.

• Supervise assigned department leaders; set goals, provide coaching and feedback, conduct performance evaluations, and support professional development.
• Partner with the CEO and appropriate staff on workforce planning, recruitment, onboarding, compensation administration, employee relations, succession planning, and consistent application of personnel policies.
• Clarify roles and decision rights, strengthen communication across teams, and address performance or conflict promptly and fairly.
• Model integrity, humility, inclusion, sound judgment, and respect for the contributions of employees, volunteers, homeowners, and community partners.

Financial Stewardship, Compliance, and Risk:

Partner with the CEO and finance leadership to safeguard THFH's resources and maintain strong operational controls.

• Participate in annual budgeting, forecasting, cash-flow and capacity planning, and regular review of departmental and program performance against budget.
• Ensure that operational practices support accurate grant tracking, contract compliance, mortgage and closing requirements, insurance obligations, safety standards, and applicable Habitat for Humanity policies.
• Maintain current, usable policies and procedures; promote consistent documentation, confidentiality, records retention, and data quality.
• Support audit readiness, corrective actions, business continuity, and responsible management of organizational risk.

ReStore and Volunteer Engagement:

Support strong mission integration, operational discipline, and community engagement across revenue-generating and volunteer-supported activities.

• Work with ReStore leadership to monitor business plans, customer and donor experience, safety, staffing, inventory practices, sales performance, and contribution to THFH's mission.
• Strengthen volunteer recruitment, orientation, scheduling, training, recognition, retention, and deployment across construction, repair, ReStore, committees, and special events.
• Encourage effective use of volunteers while maintaining appropriate staff oversight, safety, quality, and meaningful engagement.

Marketing and Advertising:

Oversee organization-wide marketing and advertising aligned with THFH's mission and strategic priorities.

• Develop and oversee annual marketing and advertising plans, calendars, budgets, and performance measures in coordination with the CEO and Director of Resource Development.
• Ensure consistent brand standards, messaging, and quality across print, digital, social media, website, media relations, public education, program outreach, ReStore promotions, and special-event materials.
• Supervise or coordinate staff, contractors, vendors, and media partners supporting marketing and advertising; establish clear deliverables, timelines, approval processes, and accountability.

Executive and Board Support:

Serve as a trusted, candid advisor to the CEO and help the organization make well-informed decisions.

• Provide concise operational reports, analysis, recommendations, and early warning of emerging issues.
• Prepare materials and participate in board or committee meetings as requested; support implementation of board-approved plans and policies.
• Represent THFH with funders, government agencies, Habitat for Humanity partners, contractors, vendors, coalitions, and community organizations as assigned.
• Act on behalf of the CEO for defined operational matters when delegated and provide leadership continuity during the CEO's absence.

Leadership Competencies Mission-centered leadership Uses THFH's mission and values as the framework for decisions and relationships. Operational discipline Turns complex priorities into clear plans, owners, timelines, measures, and results. People leadership Sets high expectations while coaching, developing, and supporting staff. Systems thinking Sees connections across departments and improves the whole process rather than isolated tasks. Judgment and problem-solving Assesses risk, uses sound data, makes timely decisions, and adapts when conditions change. Communication Communicates directly and respectfully; listens well and makes complex information understandable. Collaboration Builds trust across diverse teams and community partners and handles conflict constructively. Stewardship Uses financial, human, and community resources responsibly and transparently. Minimum Qualifications

• Bachelor's degree in business, nonprofit management, public administration, finance, construction management, human services, or a related field; equivalent combinations of education and significant relevant experience will be considered.
• At least seven years of progressively responsible leadership experience, including supervision of managers and responsibility for multiple functions or programs.
• Demonstrated success improving operations, managing organizational change, building effective teams, and delivering measurable results.
• Strong financial acumen, including experience with budgets, forecasts, performance measures, contracts, grants, and internal controls.
• Excellent written, verbal, interpersonal, facilitation, and analytical skills; able to communicate effectively with staff, board members, homeowners, volunteers, funders, and public partners.
• Proficiency with common office, collaboration, database, and reporting technology; ability to use data to guide decisions and improve performance.
• Valid driver's license, reliable transportation, and ability to travel locally among THFH facilities and project sites. Preferred Qualifications
• Graduate degree or advanced training in business, nonprofit leadership, public administration, finance, human resources, or a related discipline.
• Experience with Habitat for Humanity, affordable housing, community development, human services, disaster recovery, construction, retail operations, or a similarly complex nonprofit.
• Experience with process mapping, change management, performance dashboards, project management, and scaling programs or organizations.
• Knowledge of fair housing, lending or mortgage processes, grant compliance, nonprofit governance, and employment practices.

Supervisory Responsibilities Provides direct supervision to department leaders or staff assigned by the CEO. The COO works collaboratively with all department heads and does not replace the technical authority or direct reporting relationships retained by the CEO. Work Schedule and Environment This is a full-time exempt leadership position. Regular business hours are expected, with flexibility for occasional early morning, evening, or weekend meetings and events. Work is performed in office, retail, community, residential, and active construction-site settings. Physical Requirements The position requires the ability to perform typical office duties; communicate in person, by telephone, and electronically; travel locally; navigate uneven terrain and active project sites; and occasionally lift or move up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Equal Opportunity and At-Will Employment Transylvania Habitat for Humanity is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. Employment is at will, meaning either the employee or THFH may end the employment relationship at any time, with or without cause or advance notice, subject to applicable law.

Pay:

$95,000.00 - $105,000.00 per year

Benefits:

Employee discount Health insurance Paid time off Retirement plan

Education:

Bachelor's (Required)

Experience:

Supervision of Managers:

7 years (Required) Habitat for

Humanity:

7 years (Preferred)

Work Location:

In person