Job Description

Job Location: Any RAICES Office Location - San Antonio, TX 78216
Position Type: Full TimeEducation
Level: High School/ Equivalent
Travel Percentage: Occasional (25-50%)
Job Category: General OperationsPOSITION OVERVIEW
The Office Operations Supervisor is responsible for the daily operational leadership of RAICES’ front office and office services functions across five Texas locations. This role ensures that every client - including individuals navigating immigration legal proceedings and refugee resettlement processes - is met with a responsive, respectful, and well-organized experience from first contact through intake, and that staff across all locations have the operational support and resources they need to deliver services effectively.
The Office Operations Supervisor directly supervises front office support staff across all RAICES sites and serves as the organizational hub for a broad range of client-facing and internal administrative services - including client invoicing and payment collection, application payment processing, equipment and resource checkout, client meeting scheduling, and call coverage across all locations. This position reports to the Executive & Operations Manager and is a critical link in RAICES’ service delivery infrastructure. Internal candidates with direct RAICES front office or program experience are strongly encouraged to apply.
RESPONSIBILITIES
Client & Office Operations (40%)
-  Oversee and standardize front office and office services operations across all five RAICES Texas locations, ensuring consistent service quality, client-facing protocols, and administrative procedures at each site.
-  Ensure that all incoming calls are answered during business hours across all locations; develop and maintain call coverage schedules, escalation protocols, and call center procedures to eliminate coverage gaps.
- Manage client reception and intake processes at all sites, including in-person reception, appointment scheduling, call center functions, mail and courier services, postage, and front desk collections.
- Issue client invoices and collect client payments accurately; maintain payment records and reconcile collections in coordination with Finance.
- Manage credit card checkout processes for application payments; ensure proper documentation, authorization protocols, and reconciliation procedures are followed at all times.
- Manage the checkout and return of organizational equipment and resources issued to staff, including hotspots and other shared devices; maintain accurate inventory and checkout logs.
- Schedule client meetings across all locations, coordinating with legal, program, and refugee services staff to ensure accurate scheduling and appropriate room or resource assignments.
- Develop, maintain, and regularly update the office services operations manual to reflect standardized processes across all locations.
- Identify operational inefficiencies and work with the Executive & Operations Manager and leadership to implement approved process improvements.
- Ensure proper front desk coverage during all business hours at every location; proactively identify and resolve coverage gaps due to absences, vacancies, or scheduling conflicts.
- Coordinate scheduling of travel, preparation of agendas, and submission of check requests and travel authorizations to Finance on behalf of the executive office when directed.
- Support coordination of client transportation needs as required.
Staff Supervision & Development (30%)
- Directly supervise front office support staff across all five Texas locations, including hiring recommendations, onboarding, scheduling, performance management, and separation processes in coordination with HR.
- Provide ongoing coaching, constructive feedback, and professional development support to front office staff, with particular attention to trauma-informed client service and cultural competency.
- Conduct regular one-on-ones and team meetings with front office staff to communicate priorities, address challenges, and reinforce operational standards.
- Develop staff knowledge of RAICES programs, legal services intake procedures, and refugee resettlement services to ensure every front office interaction appropriately supports client needs.
- Identify training needs and coordinate with HR and program leadership to provide relevant skill development opportunities.
Facilities, Supplies & Office Environment (15%)
- Maintain a welcoming, organized, and appropriately equipped office environment at all RAICES locations.
- Coordinate office supply needs across all five worksites with the Support Services Coordinator; ensure timely ordering, inventory tracking, and processing of supply orders with Finance.
- Maintain tracking of shared office equipment; work with IT to resolve technical issues affecting front office operations in a timely manner.
- Coordinate with the Executive & Operations Manager, Support Services Coordinator, and IT on furniture moves, space usage requests, vendor access, and employee office access.
- Communicate front office-related facility needs and service requests to the Support Services Coordinator for coordination and resolution.
Cross-Departmental Liaison & Administrative Support (15%)
- Serve as the primary operational liaison between the front office and RAICES program, legal, refugee services, and administrative departments to ensure seamless coordination of client services.
- Coordinate employee events, in-office conferences and trainings, client meetings, and after-hours engagements in collaboration with relevant departments.
- Communicate front office operational updates, coverage challenges, and process improvement needs to the Executive & Operations Manager on a regular basis.
- Assist with special projects and organizational initiatives as assigned by the Executive & Operations Manager.
- Other duties as assigned.

QualificationsREQUIRED QUALIFICATIONS
- High school diploma or GED required.
- Minimum 4 years of front office, reception, client services, or office operations experience in a nonprofit, legal services, immigration, or social services setting.
- Minimum 2 years of lead, senior, or supervisory experience that included responsibility for guiding the work of others - such as serving as a lead receptionist, site point of contact, peer trainer, or informal team lead. Formal supervisory title not required.
- Demonstrated experience working with immigrant, refugee, or otherwise vulnerable client populations; strong cultural competency and trauma-informed approach to client services.
- Proven ability to manage multi-line phone systems and ensure call coverage across multiple sites or departments.
- Strong organizational skills and ability to manage competing priorities across multiple locations simultaneously.
- Ability to travel to all RAICES Texas office locations as needed (up to 50%)
- High proficiency in Google Workspace, Microsoft Office Suite, Zoom, and project management platforms (e.g., Asana)
PREFERRED QUALIFICATIONS
- Formal supervisory experience with direct reports, including responsibility for scheduling, performance feedback, and coaching.
- Associate’s degree, vocational training, or administrative coursework in business, office management, or a related area.
- Direct experience as a RAICES front office staff member, intake coordinator, or site support lead.
- Familiarity with eImmigration or other immigration legal case management platforms.
- Experience with procurement processes, petty cash reconciliation, or cash register operations.
- 4+ years of progressive experience in relationship-building, cross-departmental coordination, and communication across all organizational levels.
- Bilingual in English and Spanish.
ATTRIBUTES
- Demonstrates behavior that aligns with RAICES’ mission, vision, and values: Empowerment, Excellence, Compassion, Inclusion, and Proactive.
- Exercises exceptional discretion in all matters; understands and respects the distinction between management-side and bargaining unit confidentiality obligations without being directed to do so.
- Highly organized; manages competing priorities from multiple senior leaders without sacrificing quality or responsiveness.
- Operates effectively in ambiguous environments; creates clarity and structure where needed.
- Comfortable working in a cross-cultural environment with compassion and respect toward the communities RAICES serves.
- Strong interpersonal skills; ability to engage professionally with staff at all levels, board members, union representatives, funders, and external partners.
- Proactive and resourceful; anticipates the needs of a busy executive team and acts without waiting to be directed.
- Physical requirements may include carrying up to 25 lbs. and standing for extended periods during events or operational coverage.
- Willingness to travel, as needed, for RAICES meetings and events as needed.
RAICES is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.