The Manager, Support Operations ensures strategic coordination, operational efficiency, and internal systems alignment across the Infrastructure department, which includes real estate, construction, facilities, and support services. This role oversees project workflows, departmental reporting, KPI dashboards, SOP and policy documentation, onboarding, and internal communications. The manager supervises administrative staff and directly fulfills incoming support operations requests until additional staff are in place.

This position plays a critical role in supporting the scalable, compliant, and integrated delivery of infrastructure services across a multi-site healthcare organization.

Essential Functions:

• Develop and deliver executive summaries and department reports to provide leadership with visibility into activities, milestones, risks, and trends.
• Design and maintain dashboards that track performance metrics across Infrastructure operations; analyze and present data insights to support decision-making.
• Create and maintain departmental SOPs, policies, and workflow documentation to ensure process consistency, operational clarity, and compliance with healthcare and regulatory standards.
• Serve as the departmental point of contact for internal tools and platforms (e.g., SharePoint, tracking systems, digital forms); ensure content is up to date and adopted consistently.
• Maintain detailed project plans; track tasks, support progress updates, and coordinate internal communication to support smooth execution of Infrastructure initiatives.
• Monitor interdependencies between Infrastructure functions (e.g., Facilities, Supply Chain, Construction, Joint Tech) and help align timelines, identify risks, and support shared goals.
• Assist in ensuring operational practices and documentation meet internal audit, regulatory, and compliance standards; support department leadership in corrective actions and data readiness.
• Lead onboarding, training, and systems orientation for new Infrastructure staff. Develop internal materials and serve as a resource for tools, procedures, and communication practices.
• Manage Infrastructure administrative staff, including scheduling, performance coaching, and task assignment across operational priorities.
• Lead development of internal communications (e.g., updates, announcements, recognition), fostering transparency and engagement across teams and sites.
• Contribute to special initiatives, urgent requests, or department-wide efforts in support of Infrastructure operations.
• Serve as the primary point of contact for incoming support operations requests, including logging, responding to, and resolving work orders related to facility support operations services. Coordinate and track requests through completion, ensuring service quality and timely follow-up with clinical and administrative teams.

Knowledge, Skills and Abilities:

• Ability to plan, track, and manage timelines for infrastructure initiatives and departmental moves 
• Skilled in writing and maintaining SOPs, policies, and standard workflows 
• Proficient in tracking and reporting performance data using Excel or dashboard tools 
• Strong communication and collaboration skills with clinical, administrative, IT, and Infrastructure teams 
• Understanding of documentation standards, internal controls, and regulatory alignment 
• Ability to assign work, provide feedback, and support professional growth of administrative staff 

Minimum Education:

• Bachelor's Degree (higher degree accepted) in business administration, public administration, project management, healthcare, operations, or a related field.

Minimum Experience:

• 3 years Operations coordination, infrastructure support, or administrative management within a complex organization.
• 3 years Experience developing policies and SOPs, managing project timelines, and producing KPI reports or performance dashboards to support cross-functional initiatives.

Required Licenses/Certifications: 

• TXDL Upon Hire
• Lean Six Sigma Green Black Belt Within 2 Years
• Project Management Certification (PMP) Within 1 Year