Director of Operations

Position Overview
The Director of Operations plays a critical leadership role in ensuring that every individual we support receives the highest standard of care and services. As the strategic partner to the COO and primary internal advocate for the people we support, this leader drives quality and compliance across all programs, including Residential, Day, and Personal Supports, while promoting person-centered practices and building trusted partnerships with families, guardians, and external stakeholders.

This position directly supervises Program Managers and works collaboratively across departments to advance our mission, vision, and values.

Program Operations, People Management & Service Excellence

• Oversee daily operations and performance across all programs (Residential, Day, Personal Supports, etc.).
• Monitor and drive key program performance metrics (quality, staffing, incidents, compliance).
• Hold Program Managers accountable through structured performance reviews and scorecards.
• Develop and implement training programs to enhance staff skills, knowledge, and leadership capabilities.
• Identify growth opportunities for team members, supporting career development and succession planning.
• Lead corrective action plans and performance improvement initiatives.
• Supervise, coach, and mentor Program Managers to cultivate high-performing teams and a culture of accountability and continuous improvement.

Strategic Initiatives & Growth

• Serve as the COO’s proxy in internal operational matters and partner with the COO to lead cross-department initiatives.
• Facilitate leadership meetings and standing committee meetings and ensure follow-through on action items.
• Drive accountability across the leadership team.
• Identify emerging risks and bring forward proactive solutions.
• Support organizational growth initiatives and new program launches

Stakeholder Engagement

• Build strong, transparent, and trusting relationships with families, guardians, and legal representatives.
• Serve as the point of escalation for family concerns, ensuring timely, empathetic, and effective resolutions.
• Collaborate with interdisciplinary teams, regulatory bodies, and community partners to advance quality outcomes.

Compliance & Documentation

• Ensure adherence to all licensing, Medicaid waiver, and DDA regulations, policies, and procedures.
• Oversee the timely and accurate completion of required documentation and other required program documentation in the electronic health records system.

• Lead quality assurance efforts across all programs, ensuring compliance with regulatory, accreditation, and internal standards.
• Conduct regular site visits, audits, and quality reviews to identify strengths and opportunities for improvement.
• Identify root causes, implement corrective actions, develop preventive measures, and track follow-up to ensure sustainable quality improvements.
• Monitor outcomes and champion person-centered best practices that respect each individual's rights, dignity, and preferences.

Qualifications

• Bachelor’s degree in Business Administration, Human Services, Education, Social Work, Psychology, or related field (Master’s preferred)
• 6+ years of experience in intellectual and developmental disability (IDD) services, including 3+ years in a leadership or multi-program management role
• Exceptional interpersonal, communication, and conflict resolution skills
• Proven ability to build relationships with families, staff, and external partners
• Strong analytical, organizational, and problem-solving abilities

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person