Director of Operations

OverviewOur company was established with the goal of helping individuals live their best lives in the community. We provide Residential Rehabilitation and In-Home and Community services for individuals with intellectual disability, and Home Care Services to seniors and others in the comfort of their homes. We provide person-centered care. We understand that going the extra mile is what sets our organization apart, allowing us to boost our individuals' quality of life.Role OverviewThe Director of Operations is responsible for end-to-end operational performance, regulatory readiness, licensing oversight, audit leadership, workforce and systems effectiveness, and service scalability across all programs. This role owns outcomes, timelines, financial and operational readiness, and regulatory standing, even when execution of tasks is delegated to Associate Directors or department leads. The Director of Operations ensures the organization operates compliantly, efficiently, and is positioned for sustainable growth by aligning people, processes, systems, and resources. Central to this role is ensuring that operational decisions and standards translate into measurable improvements in individual health, safety, dignity, and quality of life across all homes and programs. This role reports directly to the Chief Operating Officer (COO) and works in close partnership with the Head of Human Resources and Finance.Reporting StructureDirect Reports:Associate Director of OperationsAssociate Director of AdministrationIndirect Oversight (through Associate Directors):Field SupervisorsSchedulerAsset ManagerAgency NurseProgram SpecialistsMedical CoordinatorFront DeskHome & Community ManagerHome Care Case ManagerResponsibilitiesOperational Leadership & ExecutionOwn day-to-day operational performance across all service linesServe as the primary escalation point for operational issuesEnsure consistent implementation of SOPs, workflows, and operational standardsResolve operational breakdowns proactively before escalation to the COOEnsure operational priorities are reflected in the daily functioning of CLA homes and programs, not only in office-level systemsLeadership Management & AccountabilityDirectly manage and coach Associate Directors and other direct reportsSet clear expectations, deliverables, and execution timelinesHold leaders accountable for performance, compliance, and resultsAddress performance gaps promptly and decisivelyBuild leadership discipline, ownership, and operational rigor across teamsIndividual Health, Safety & Quality of Life (Oversight Role)Maintain executive oversight of individual health and safety outcomes across all programsEnsure individual rights, dignity, and person-centered practices are upheld across all programsEnsure operational systems support safe medication administration, timely medical follow-up, nutritional standards, and overall wellnessEnsure CLA homes are safe, well-maintained, and fully compliant with ODP 6400 requirementsEnsure community integration, meaningful activities, and individual rights are operational priorities reflected in daily practiceHold Associate Directors accountable for translating policies, audits, and standards into consistent, person-centered care within RFCS 6400 homes and programsFinancial & Resource ManagementOwn operational budgets (OpEx and CapEx) across service lines in partnership with FinanceMonitor cost controls, resource utilization, and operational efficiencyIdentify opportunities for cost optimization while maintaining service quality and complianceOversee vendor relationships and contract performance to ensure value, quality, and accountabilityWorkforce Planning & Capacity ManagementOwn workforce planning and capacity alignment across programsEnsure staffing models, ratios, and schedules support service demand, regulatory requirements, and financial targetsPartner with HR to address retention risks, workforce stability, and succession planningEnsure staffing, training, and supervision readiness prior to new home launches or service expansionsLicensing, Regulatory Readiness & Service Expansion (Ownership Role)Own the full licensing portfolio across Residential/CLA (ODP 6400), Home & Community services, and Home Care (DHS)Maintain a master licensing, renewal, and inspection calendarEnsure timely submission, accuracy, and follow-through on all licensing actionsOversee readiness for new home licensing, capacity increases, and service expansionsCoordinate licensing execution with the Associate Director of AdministrationIdentify and mitigate licensing or regulatory risks proactivelyAudit Leadership & Regulatory ComplianceLead preparation and execution for ODP, DHS, MCO, and other regulatory auditsCoordinate documentation and audit readiness across departmentsServe as the operational lead during auditsOversee corrective action plans and ensure timely closureMonitor audit trends and systemic compliance risks to prevent repeat findings and regulatory exposure.Incident Oversight & Risk ManagementMaintain executive oversight of incident management systems, trends, and corrective actionsEnsure incidents are reported, investigated, and addressed in accordance with ODP and DHS requirementsMonitor incident trends to identify systemic risks related to staffing, training, medical care, environmental safety, or supervisionEnsure corrective actions result in sustained operational improvement, not repeat findingsOperational Systems & Continuous ImprovementEnsure operational standards are consistently reflected in the condition, safety, and functionality of CLA homes and program environmentsOwn core operational systems (scheduling, documentation, reporting, and case management tools)Ensure systems support scalable, compliant, and efficient service deliveryLead process improvements, standardization efforts, and operational transformation initiativesTranslate audit findings, performance gaps, and growth objectives into structural and systemic improvementsPerformance Management & Operating RhythmEstablish and monitor operational KPIs and dashboardsRun weekly operational leadership and execution meetingsTrack action items and ensure timely follow-throughUse data and trends to drive operational consistency, accountability, and improvementEnsure feedback from CLA homes and program teams informs operational decisions and improvements (qualitative field intelligence)COO Support & Executive EscalationProvide concise operational summaries, trends, and risk assessments to the COOEscalate high-risk, cross-functional, or material issues with context and recommendationsSupport executive decision-making with accurate, timely, and actionable informationQualifications & ExperienceMinimum of 7-10 years of progressive operations leadership experience, including oversight of managers, programs, and compliance functions within a regulated environmentBachelor's degree in Healthcare Administration, Human Services, Business Administration, Public Administration, or a related field required; Master's degree preferred (or equivalent experience)Proven experience in senior operations leadership within human services, residential services, healthcare, behavioral health, IDD services, or similar people-served environmentsDemonstrated ability to manage managers and hold leaders accountable for execution, compliance, and outcomesStrong understanding of regulatory compliance, licensing, audit readiness, incident oversight, and workforce operationsExperience overseeing multi-site or multi-program operations with complex staffing and compliance requirementsProven experience managing operational budgets, staffing models, and core operational systemsAbility to analyze data, trends, and risk indicators to drive operational decisions and continuous improvementStrong cross-functional leadership skills, with the ability to partner effectively with HR, Finance, Nursing, Training, and Program leadershipExcellent organizational, communication, and decision-making skillsAbility to balance strategic thinking with hands-on operational executionStrong commitment to accountability, structure, person-centered services, and high-quality outcomesWorking ConditionsThis is a full-time, exempt leadership position based primarily in an office environment with travel to CLA homes and program sites.The role requires in-person presence at offices, residential programs, and meetings to ensure operational oversight, compliance, and staff support.Work hours may extend beyond standard business hours as needed to support operational demands, audits, incident response, or service transitions.Occasional evening or weekend availability may be required to address urgent operational or regulatory matters.The role involves frequent collaboration with internal teams, regulatory bodies, and external partners, requiring strong communication and adaptability.The position requires the ability to manage high-priority, time-sensitive issues in a fast-paced, regulated environment while maintaining sound judgment and professionalism.Benefits:401(k)Dental insuranceHealth insurancePaid time offVision insurance

Created: 2026-05-09