A conversation with GMA’s Director of Operations

Carolyn Rau is celebrating 10 years at GMA. In conversation with GMA’s Pailey Feakes, she shares how she has grown professionally at GMA and why she decided to go to graduate school.

What led you to philanthropy?

I always knew I wanted to work in a field that supports people and strengthens communities. During college, I interned at the Highland Street Foundation, a family foundation in the Boston area. That experience made me realize how impactful a career in philanthropy could be.

When I began my job search, I set my sights on Boston for my first big city move and soon found GMA Foundations. What appealed to me about GMA was its work with a diverse range of foundations that support numerous causes.

Tell us about your career path at GMA.

In ten years, I’ve held a lot of titles at GMA! Hired as a Foundation Assistant, I then progressed to Program Associate, Program Officer, Operations Manager, and now, Director of Operations.

My career at GMA has given me a clear growth in responsibility, leadership, and confidence. At first, I focused on learning about philanthropy and navigating the professional work environment. I looked for ways to meet new people and join networking groups, even though that was outside my comfort zone. One of my goals early on was to have something noteworthy to share at a staff meeting. Looking back, it’s funny to see how far I’ve come—now, I lead an operations report at every meeting.

While straddling the roles of Operations Manager and Program Officer in 2020, I began to consider going back to school. Although I had extensive experience at GMA and knew the company well, I didn’t know a lot about the inner workings of other businesses. I wanted to learn about other companies’ approaches to operations and employee experiences. That’s when I discovered the Management and Organizational Leadership program at Suffolk University.

The program was excellent preparation for my transition to Director of Operations at GMA. My primary focus is now on internal excellence, staying nimble, and building the best version of GMA for employees and our clients, though I do still consult with foundation clients on their operations.

What sparked your interest in operations?

At GMA, operations includes everything from human resources and professional development to office space, technology, and equipment, as well as oversight of client agreements and relationships.

As the company grew to 27 staff members and continued to add clients, we needed a stronger focus on effective operations. Streamlining became essential for service excellence.

All along, I’ve gravitated toward operations tasks. When the internal Administrative Professionals Committee (APC) was formed, I jumped in. The APC aimed to improve efficiency by bringing people together across the silos in our work. This was an “aha” moment for me.  I really enjoyed thinking about systems and how we could collaborate more effectively. I was drawn to solve the “puzzle” of client teams—matching staff with clients based on their skills and interests.

Beyond delivering excellent service, why do operations matter?

The staff experience at GMA depends on solid operations. I appreciate how the company has supported me in exploring my interests and leveraging my skills. Since I started, we’ve developed a clearer career trajectory at GMA, so that employees can build a lasting career. Previously, we didn’t have roles like Operations Manager or Program Associate—these are all new paths we’ve created to enrich staff experience and the company’s performance.

GMA isn’t afraid to create new positions and rethink our approach as we grow. I want to ensure we continue this practice, helping staff members build career paths that suit their strengths and goals.

Would you do it all over again?

Yes! My experience in both grantmaking and administration has been a huge asset in my role as Director of Operations. When speaking with prospective clients, I can offer a detailed understanding of what they can expect. In the hiring process, I know firsthand which skills are most valuable.

I feel fortunate to have learned from many people at GMA and to have observed how different foundations approach meaningful work. It’s been gratifying to have worked, in some capacity, with about two-thirds of our current clients over the past 10 years.

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Pailey Feakes, a foundation assistant at GMA, led and abridged this conversation with her colleague. Find Carolyn Rau’s bio here.