The Eurasia Foundation (EF) seeks an organized, entrepreneurial, and motivated professional to manage a variety of workstreams to ensure that the internal operations of the organization run at peak efficiency. The Senior Operations Manager will work directly with the Vice President for Operations in overseeing a range of functions including service management, procurement, and travel to deliver on day-to-day processes.

• Build, implement, and maintain systems, policies, and procedures that elevate service and support to all internal and external stakeholders.
• Communicate and explain new directives, policies, or procedures. Develop trainings, guides, and support materials.
• Develop annual Operations budget, reforecasting throughout the year, and performing monthly reconciliations to ensure budget to actual spending is on track.
• Think creatively and work with programs and centers to identify areas for improvement within the services provided to EF.
• Perform other duties as assigned.

• Responsible for effectively managing overall customer expectations across the Operations function, setting standards for customer engagement, identifying and pursuing service improvement initiatives, and serving as a communication channel between EF staff and the Operations function.
• Provide functional and system administration for the cloud-based Service Management system for service requests and incident reporting.
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Monitor service metrics, analyze customer feedback and address any gaps or areas for improvement. Regularly inform and advise Vice President of Operations about service issues and concerns associated with those issues.

• Responsible for the development, implementation and execution of procurement and negotiation strategies related to travel to meet objectives in cost, quality and service levels.
• Develop, maintain and administer EF Travel Policy. Monitor travel policy compliance and provide strategies to increase compliance.
• Receive and prioritize travel requests. Responsible for approving travel authorizations.
• Oversight of the travel management company including operational issues, reports and adherence to policy.
• Design and implement travel training for travelers and travel arrangers. Maintain travel intranet.
• Serve as general resource for travelers, research problems, and resolve issues. Remain informed of all airline rules and regulations and current affairs.

• Provide oversight to procurement administration to ensure procurements are made as economically as possible through an open and competitive process, and that contracts are managed with good administrative practices and sound business judgment, in compliance with EF policy and all legal, regulatory, and donor requirements and regulations.
• Establish standardized procurement and supply chain management processes as a means of achieving best value for EF and its funders.

• Develop and implement a consistent and effective internal control system, including prior approval of all purchases against the approved program or institutional budget, separation of requestors and approvers, standardized documentation, and audit readiness.
• Review contracts and supporting staff in ensuring that procurement processes are cost effective, efficiently designed, and in compliance with EF procurement policy, U.S. Government, and donor regulations.

• Bachelor’s degree or higher in a relevant field required.
• Minimum of 8 years of relevant operations experience.
• Excellent organizational, time management, and project management skills, including ability to identify, balance, and rapidly shift priorities as needed.
• Positive, flexible, get-it-done attitude.
• Ability to make sound judgments, assume responsibility, and work proactively and independently in a fluid environment with tight deadlines and competing priorities.
• Excellent writing and communication skills and ability to write and edit under tight timelines.
• Strong interpersonal skills appropriate for operating effectively in a multicultural, international team environment.
• Data-driven, detail-oriented, self-starter, and an excellent problem solver.
• Advanced computer skills using MS Office products, including Word, Excel, Outlook, PowerPoint, and SharePoint, and ability to quickly learn new software and platforms.
• Experience working with a non-profit or international organization preferred.