Chief Operating Officer

Friendship Shelter is a non-profit homeless services agency founded in 1988 and dedicated to ending homelessness in South Orange County, one person at a time. Friendship Shelter operates a full spectrum of services to end homelessness, including street outreach, emergency shelter, housing navigation, financial assistance, and permanent housing with supportive services. We believe in a housing-first and harm-reduction approach and value the unique experience of each client we serve. All of our programs employ trauma-informed principles and are housing-focused, low-barrier and client-centered. We are committed to diversity in our workforce and endeavor to create a work experience that is inclusive, meaningful, and effective at ending homelessness.

Position Summary

The Chief Operating Officer will partner closely with the Chief Executive Officer (CEO) and leadership team to translate vision into disciplined execution - ensuring that programs, people, and systems are aligned to deliver measurable, sustainable outcomes. From frontline services to internal operations, this role is responsible for building the infrastructure, processes, and accountability needed to operate at the highest level.

The COO is both a strategic leader and a hands-on operator - someone who thrives in complexity, brings clarity to ambiguity, and can drive performance across teams while maintaining a strong, values-driven culture. This leader will oversee core program operations and organizational functions, strengthen cross-team alignment, and build systems that allow Friendship Shelter to scale impact without losing the integrity and care that define our work. This is a critical leadership role for someone who is energized by building, improving, and leading at scale - and who is committed to advancing thoughtful, housing-focused solutions that change lives.

Essential Job Duties and Responsibilities

Strategic Leadership & Execution

• Partner with the CEO and executive leadership team to shape and implement organizational strategy.
• Translate strategic priorities into clear actionable plans and ensure alignment across programs, people, and resources to ensure disciplined execution.
• Monitor organizational performance and provide insights and recommendations to the CEO and Board.

Operations & Organizational Management

• Oversee all internal operations, ensuring efficient, high-quality execution aligned with mission and strategy.
• Integrate programs, finance, HR, and development into a cohesive operating model
• Strengthen systems, processes, and infrastructure to drive clarity, efficiency, and scalability.
• Identify and implement improvements to workflows and structures that enhance organizational performance.

Program Delivery & Impact

• Ensure effective, compliant delivery of housing and homeless services align with housing-first, trauma-informed, and client-centered approaches.
• Partner with program leaders to drive continuous improvement, scalability, and measurable outcomes for both community impact and organizational goals.
• Maintain compliance with contracts, regulatory requirements, and funder expectations.

Performance, Data & Continuous Improvement

• Establish and oversee KPIs, dashboards, and reporting systems to drive transparency and accountability.
• Lead organization-wide performance management, ensuring teams are aligned, supported, and delivering measurable results.
• Leverage data to inform decision-making, resource allocation, and operational improvements by optimizing systems, workflows, and processes to increase effectiveness and efficiency.

Financial & Resource Stewardship

• Partner with Finance on budgeting, forecasting, and long-term financial planning to maximize impact and efficiency.
• Align resource allocation and operational decisions with financial sustainability and strategic priorities across contracts, grants, programs and organization as a whole.
• Monitor financial performance and identify risks and opportunities, recommending strategic actions.

Leadership & Culture

• Lead, mentor, and develop a high-performing leadership team, strengthening organizational capacity and accountability through coaching, accountability, and development.
• Foster a culture of collaboration, ownership, and continuous learning rooted in dignity, respect, and service.

Infrastructure, Risk & Governance

• Ensure strong operational infrastructure, compliance, and risk management practices.
• Build scalable structures that enable expansion while maintaining quality, consistency, and mission integrity.
• Support the CEO and Board with clear reporting, analysis, and operational insight.

External Engagement & Executive Partnership

• Build and maintain relationships with key stakeholders, funders, and community partners.
• Represent Friendship Shelter externally, strengthening credibility and visibility.
• Serve as a trusted advisor to the CEO, leading organizational execution, change, and growth in a clear, disciplined, and effective approach.

Supervisory Responsibilities

*Direct Reports*

​​- Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources​

*Indirect Reports*

​​- May delegate work of others and provide guidance, direction and mentoring to indirect reports​

Minimum Qualifications *The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job.*

• Bachelor’s and Master’s degree in Social Work, or related field OR equivalent combination of education and professional experience.
• Progressive experience working with unhoused individuals with severe and persistent mental illnesses, substance use disorders or other disabling conditions.
• Must have a valid driver’s license and vehicle with valid registration and insurance.
• Desire to be a part of a team that is passionately committed to ending homelessness.

Skills, Knowledge and Abilities

• Understanding of and commitment to Client-Centered, Housing First, and Harm Reduction models of service delivery.
• Demonstrated effectiveness as a leader capable of influencing and motivating others to succeed toward a common goal.
• Proven experience in a senior management role, preferably within the nonprofit sector.
• Strong strategic thinking and problem-solving skills.
• Strong financial management expertise.
• Comfortable with public speaking and meeting facilitation.
• Ability to build and maintain effective relationships with diverse stakeholders.
• High-level organizational and project management skills, including ability to manage multiple priorities and deadlines.
• Well organized, detail-oriented, and able to handle a fast-paced work environment.
• Ability to understand and comply with policies and procedures, as well as the ability to create and implement policies and procedures.
• Ability to work independently.
• Decision-making and conflict management skills
• Excellent interpersonal, verbal, and written communication skills.
• Ability to exercise good judgment and discretion in handling confidential matters.
• Intermediate computer skills, including Microsoft Word, PowerPoint, Excel, Teams, Outlook, and web browsers.

Environmental & Physical Requirements

Office/ Field Non-Sedentary Requirements

The employee must be able to perform the essential functions of the job. Work will be performed in shared spaces within the office environment and may involve interaction with other staff and clients out in the field. Typically requires the ability to spend 66%+ hours each workday doing the following activities: sit and stand for long periods of time, walk, bend, stoop, or climb. May require the ability to lift and/or push up to 25 pounds 33% - 66% of the time. Driving personal vehicle during work hours is required.

Additional Information Regarding Friendship Shelter Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, employees must always record all time worked for our company (which includes but is not limited to on-site work time at a shelter, office, or other work location; required waiting time; administrative time; and work-related travel time).

Job Type: Full-time

Pay: $125,663.61 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Experience:

• Senior leadership experience (Director level or above): 4 years (Preferred)
• Overseeing multi-department operations: 4 years (Preferred)

Ability to Commute:

• Laguna Woods, CA 92637 (Required)

Ability to Relocate:

• Laguna Woods, CA 92637: Relocate before starting work (Preferred)

Work Location: In person