Head of Operations

Embrace NGO is a leading mental health organization in Lebanon, committed to providing accessible, high-quality mental health services, crisis intervention, and advocacy.

Embrace seeks a strategic, mission-driven Head of Operations to oversee daily operations, optimize service delivery, manage complex projects, and drive organizational sustainability.

The Head of Operations will lead and manage Embrace’s operational activities, ensuring programs run efficiently, sustainably, and in alignment with the organization’s mission. This includes both direct service delivery and broader programmatic initiatives.

This role requires a strong problem solver and dynamic leader with NGO management experience who can navigate Lebanon’s complex crisis landscape while maintaining service excellence. The Head of Operations will lead a results-driven team, ensuring operational resilience, resource efficiency, and seamless coordination across all services.

MAJOR DUTIES AND RESPONSIBILITIES

A. Operational Leadership & Program Management

• Oversee daily operations, ensuring efficient service delivery across Embrace’s mental health programs.
• Develop and implement standard operating procedures (SOPs) to streamline workflows, enhance coordination, and optimize resource allocation.
• Strengthen cross-departmental collaboration to ensure smooth program execution and a people-centered approach.
• Work closely with Program Managers and department heads to track progress, evaluate impact, and improve operational strategies.
• Ensure compliance with legal, regulatory, and donor requirements.
• Oversee procurement, logistics, and administrative processes to support program efficiency.
• Implement quality assurance protocols, risk management strategies and operational policies to maintain service excellence.
• Enhance data-driven decision-making by improving monitoring, evaluation, and learning (MEAL) systems.
• Introduce and drive the adoption of tech-driven solutions (e.g., digital health records, call center optimizations) to improve operational efficiency.

B. Team Development

• Supervise department heads and program managers, fostering a high-performance, mission-driven culture.
• Oversee recruitment, training, and retention strategies to build a strong and resilient workforce.
• Implement staff well-being initiatives to prevent burnout, especially for frontline workers, in collaboration with HR.

C. Strategic Growth & Sustainability

• Identify opportunities for program expansion to reach more individuals in need.
• Work closely with the Managing Director and Board to develop scalability and sustainability strategies, including fundraising and donor engagement.
• Strengthen partnerships with NGOs, government entities, and international organizations to enhance service delivery and funding opportunities.
• Lead organizational risk management, ensuring Embrace remains resilient amid external challenges, including economic and political instability.

QUALIFICATIONS

A. Education and Experience

• Bachelor’s or Master’s degree in Business Administration, Public Health, NGO Management, or a related field (MPH or MBA is a strong plus)
• 6+ years of experience in NGO management, program operations, or health administration
• Proven ability to oversee multi-service programs, manage budgets, and lead teams in dynamic environments
• Strong analytical skills to leverage data for adaptive management and strategic planning
• Experience overseeing mental health services, crisis intervention, or multi-service health programs is a plus
• Ability to align Embrace’s programs with long-term impact goals while demonstrating strategic leadership and vision

B. Technical Competencies

• Expertise in process optimization, systems management, and scaling impact-driven programs
• Strong understanding of monitoring & evaluation (M&E) frameworks
• Proficiency in data-driven decision-making, using KPIs, M&E systems, and financial analytics to enhance program execution

C. Behavioral Competencies

• Ability to foster a supportive, collaborative, and high-impact work environment
• Strong relationship management skills, ensuring equity, fairness, and accountability across teams
• Solutions- and action-oriented mindset, with the ability to navigate ambiguity and high-stress environments
• Committed to transparency, ethical service delivery, and operational integrity
• Decisive leader with strong problem-solving skills

TIME COMMITMENT

• 40 hours a week. This includes flexible hours and space. (Full-Time)

REPORTING LINES

• The Head of Operations reports to the Managing Director of the organization.