Associate Manager, Move Experience

Associate Manager, Move Experience

Role Description

WHO ARE WE?

Shelter Movers is a national, volunteer-powered charitable organization providing moving and storage services at no cost to individuals and families fleeing abuse. We collaborate with local businesses and community agencies to support people, primarily women and children, as they transition to a life free of violence. Every year, in collaboration with community partners, our volunteer teams contribute tens of thousands of hours across Canada to support people transitioning to lives free of violence and abuse.

Working at Shelter Movers means creating a meaningful impact for families experiencing abuse. It also means showing allyship and playing a tangible role in breaking the cycle of gender-based violence in Canada. We are growing and looking to add caring, compassionate, competent people to join our team.

PURPOSE OF YOUR ROLE

The Associate Manager, Move Experience plays a key role in ensuring the safety, professionalism, and effectiveness of Shelter Movers’ local move operations by attending moves, training volunteers, and overseeing storage and compliance processes.

YOUR FOCUS Move & Storage Oversight (~40%)

• Attend and supervise moves to ensure safety, quality service delivery, and adherence to Shelter Movers’ standards.
• Support and troubleshoot issues on-site, acting as the main point of contact for move teams.
• Manage storage waitlists and maintain clean, secure, and accurately documented storage units.
• Coordinate access to storage and support team members with logistics related to stored belongings.
• Provide support to the Move Planning process, ensuring moves have the appropriate number of employees and/or volunteers according to SM policies.

Move Coordination & Planning (~40%)

• Support and take direction from Associate Manager Client Services to plan, manage, and close weekly moves, based on local needs
• Plan, manage, and close storage visit moves, based on local needs
• Support the monitor and response to assigned chapter intake emails within 1 business day.
• Support assessment of incoming referrals for eligibility and ensure SM can meet client needs.
• Support determining risk level and implement safety measures according to policy.
• Maintain clear, timely communication with central and local teams throughout move coordination.
• Collaborate with Manager, Operations and Associate Manager, Client Services (and any other internal stakeholders) to ensure adequate support during moves.
• Keep documentation up to date on all active moves to support accurate handover and record-keeping.

Volunteer Engagement & Training (~10%)

• Support onboarding training in real-time to volunteers on safe lifting, appropriate client interactions, Shelter Movers policies, and truck driving expectations.
• Offer regular refresher training sessions and policy updates to volunteers.
• Oversee volunteer policy compliance and escalate concerns to the Operations Manager when necessary.

Volunteer Engagement & Scheduling (~10%)

• Create and send daily Call To Action (CTA) emails to fill volunteer roles for upcoming moves.
• Ensure VolunteerHub move listings reflect current client needs and move requirements.
• Engage directly with active volunteers to fill roles, provide updates, and ensure preparedness.

SKILLS YOU WILL NEED

• Experience in volunteer coordination or people management.
• Strong organizational and communication skills.
• Confidence in leading training sessions and providing in-the-moment feedback.
• Ability to problem-solve under pressure during time-sensitive move operations.
• Basic understanding of safe lifting practices and vehicle logistics.
• Comfort working in a trauma-informed and client-centered service environment.

EXTRA USEFUL SKILLS THAT YOU MAY HAVE!

• Knowledge of the Gender Based Violence sector, specifically women’s shelters, is an asset.
• Advanced understanding and interest in gender studies, including anti-racist, anti-oppressive frameworks and intersectionality of challenges faced by women and particularly survivors of abuse in the local community is an asset.