Regional Operations Specialist

Founded in 2003, GiGi's Playhouse Inc.’s mission is to change the way the world views Down syndrome and send a global message of acceptance for all.  We profoundly change lives through national campaigns, educational programs, and by empowering individuals with Down syndrome, their families, and the community.  All programs are free and are therapeutic or educational in nature. Each one of our programs is designed to work on specific skill development, including speech and language, literacy, socialization, and fine and gross motor skills.  GiGi’s Playhouse currently has over 60 locations across North America and Mexico and is growing by several locations annually.

Job Description:

The Playhouse Operations Specialist is a member of the National Office team responsible for supporting an assigned portfolio of GiGi's Playhouse locations through operational guidance, training, troubleshooting, and hands-on assistance. This role helps Playhouses successfully execute day-to-day operations by providing timely support, implementing standardized processes, answering operational questions, and assisting with organizational initiatives.

Each Playhouse Operations Specialist also develops expertise in a designated operational discipline such as Programs, Volunteer Engagement, Development & Fundraising, Marketing & Communications, or Operations Systems. In partnership with the corresponding National Office department, the Specialist helps maintain resources, deliver training, and support implementation across the Playhouse network. This position also provides Temporary Remote Staffing Services (TRSS), temporarily performing essential operational responsibilities for Playhouses experiencing staffing vacancies, leadership transitions, startup support, or other approved operational needs.

Key objectives include:

· Provide exceptional day-to-day operational support to assigned Playhouses.

· Deliver timely, responsive customer service and operational assistance.

· Help Playhouses consistently execute the Standards of Execution.

· Develop and maintain practical operational tools and resources.

· Support implementation of National Office initiatives and operational improvements.

· Provide Temporary Remote Staffing Services (TRSS) to ensure operational continuity during staffing transitions. Build operational expertise within an assigned specialty area.

· Collaborate across National Office departments to strengthen Playhouse operations and improve organizational consistency.

Essential Job Functions:

• Playhouse Support:
• Respond promptly to Playhouse questions and support requests.
• Assist Playhouse staff with operational processes, policies, and procedures.
• Help Playhouses navigate available National Office resources and tools.
• Support implementation of Standards of Execution.
• Assist with onboarding new Playhouse staff. 
• Coordinate follow-up on operational action items.
• Escalate complex issues to the appropriate National Office department when necessary.
• Maintain positive working relationships with Playhouse staff, volunteers, and Board members.
• Participate in regular check-ins and support meetings with assigned Playhouses.

Operations & Administrative Support

• Assist with operational documentation and standard operating procedures.
• Support donation processing and Salesforce data management.
• Help troubleshoot operational and technology issues.
• Assist with website updates, newsletters, and marketing communications as needed.
• Support implementation of new systems and organizational initiatives.
• Maintain operational templates, forms, and shared resources.
• Help ensure Playhouses are utilizing National Office tools effectively.

Training and Resource Development

• Assist with onboarding new Playhouse staff.
• Facilitate operational training, webinars, and office hours.
• Create and update operational guides, checklists, and reference materials.
• Support Leadership Conference and other National Office training events.
• Reinforce best practices through ongoing coaching and follow-up.

Operational Specialty Support

Develop working expertise in an assigned operational discipline. Potential specialty areas include:

• Programs
• Volunteer Engagement
• Development & Fundraising
• Marketing & Communications
• Operations Systems

Responsibilities include:

• Maintain tools, templates, and resources within assigned specialty.
• Assist with the development of training materials.
• Support implementation of National Office initiatives.
• Answer Playhouse questions related to assigned specialty.
• Collaborate with the corresponding National Office department.
• Identify recurring questions and recommend improvements to resources and training.

Temporary Remote Staffing Services

• Perform operational responsibilities identified within the approved TRSS service plan.
• Maintain continuity of essential Playhouse operations during staffing transitions.
• Support donation processing, program registration, volunteer onboarding, marketing communications, newsletters, website updates, family communication, and event administration.
• Maintain accurate operational records and documentation.
• Assist newly hired staff during onboarding and transition periods. 
• Document processes and outstanding priorities to support successful handoffs
• Coordinate with National Office departments to ensure uninterrupted support.
• Follow all National Office policies, Standards of Execution, and operational procedures while providing TRSS support.

Collaboration

• Partner with National Office departments to resolve Playhouse questions. 
• Share operational best practices with fellow Playhouse Operations Specialists.
• Assist with organization-wide initiatives and projects.
• Support continuous improvement efforts across the Playhouse network.

Reports to: Regional Operation Manager

Work Location and Hours: Job is a fully remote position.  Work schedule may include some evening work at times. This role will support one of GiGi’s geographic regions, and the general work hours start at 8:30am, adjusting as needed to accommodate different time zones.

Competencies:

The Playhouse Operations Specialist must enjoy working within an entrepreneurial environment that is mission-driven, results-driven and community-oriented.  The following competencies describe the ideal candidate.

• Collaboration: Ability to work collaboratively and professionally with national office and Playhouse staff, board members, committee members, volunteers, families, and donors.
• Responsive and Customer Service Oriented: Prioritizes Playhouse support needs with prompt, thoughtful, and thorough responses. Follows through on all action items and deliverables.
• Communication: Clear, compassionate, and professional communication; strong listening, writing, and presentation skills. Keeps others adequately informed; selects and uses appropriate communication methods and consistently exhibits a professional presence.  Writes clearly and inspirationally.
• Planning and Problem Solving: Proactive in identifying challenges, setting goals, and creating effective action plans.  Uses time efficiently and streamlines processes to continually improve operations. Identifies and resolves problems in a timely manner; works well in group problem solving situations.
• Adaptability and Calm Under Pressure: Maintains composure and productivity during change or high-pressure situations. Manages competing demands and changes approach or method to best fit the situation and people involved.
• Use of Technology: Embraces new tools and systems to increase productivity and streamlined operations.
• Proactive and Efficient: Proactively anticipates needs and works to solve issues before they arise.  Takes prompt action; is a total self-starter, taking independent actions and calculated risks to take advantage of opportunities.  Acts without being told what to do; brings new ideas to the organization; able to produce significant output with minimal wasted effort.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: 7+ years of experience in nonprofit organizations, including operations, volunteer management, event planning, and marketing. Experience within the GiGi’s Playhouse network is highly preferred.
• Technical Skills: Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams, OneNote), Familiarity with CRM systems (Salesforce preferred), comfortable with email marketing tools (Marketing Cloud or equivalent), experience using Canva or similar design platforms.

GiGi’s Playhouse Core Values:  GiGi’s challenges all staff and volunteers to embody the following core values:

Enthusiasm: Bringing positive, high energy to our work.

Best of All: Always looking to improve in all that we do.  Challenge yourself every day.

Get It Done: Making things happen and blasting through barriers when needed; figure it out together.

Believe: Believe in ourselves, believe in our mission, believe in each other.

Locally Concerned, Enterprise Minded: We collaborate, share best practices, and leverage the collective learnings from across the GiGi’s network.