Director of Operations (Philadelphia)

Overview

Our 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 Overview

The 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 Structure

Direct Reports:

• Associate Director of Operations
• Associate Director of Administration

Indirect Oversight (through Associate Directors):

• Field Supervisors
• Scheduler
• Asset Manager
• Agency Nurse
• Program Specialists
• Medical Coordinator
• Front Desk
• Home & Community Manager
• Home Care Case Manager

Responsibilities

Operational Leadership & Execution

• Own day-to-day operational performance across all service lines
• Serve as the primary escalation point for operational issues
• Ensure consistent implementation of SOPs, workflows, and operational standards
• Resolve operational breakdowns proactively before escalation to the COO
• Ensure operational priorities are reflected in the daily functioning of CLA homes and programs, not only in office-level systems

Leadership Management & Accountability

• Directly manage and coach Associate Directors and other direct reports
• Set clear expectations, deliverables, and execution timelines
• Hold leaders accountable for performance, compliance, and results
• Address performance gaps promptly and decisively
• Build leadership discipline, ownership, and operational rigor across teams

Individual Health, Safety & Quality of Life (Oversight Role)

• Maintain executive oversight of individual health and safety outcomes across all programs
• Ensure individual rights, dignity, and person-centered practices are upheld across all programs
• Ensure operational systems support safe medication administration, timely medical follow-up, nutritional standards, and overall wellness
• Ensure CLA homes are safe, well-maintained, and fully compliant with ODP 6400 requirements
• Ensure community integration, meaningful activities, and individual rights are operational priorities reflected in daily practice
• Hold Associate Directors accountable for translating policies, audits, and standards into consistent, person-centered care within RFCS 6400 homes and programs

Financial & Resource Management

• Own operational budgets (OpEx and CapEx) across service lines in partnership with Finance
• Monitor cost controls, resource utilization, and operational efficiency
• Identify opportunities for cost optimization while maintaining service quality and compliance
• Oversee vendor relationships and contract performance to ensure value, quality, and accountability

Workforce Planning & Capacity Management

• Own workforce planning and capacity alignment across programs
• Ensure staffing models, ratios, and schedules support service demand, regulatory requirements, and financial targets
• Partner with HR to address retention risks, workforce stability, and succession planning
• Ensure staffing, training, and supervision readiness prior to new home launches or service expansions

Licensing, 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 calendar
• Ensure timely submission, accuracy, and follow-through on all licensing actions
• Oversee readiness for new home licensing, capacity increases, and service expansions
• Coordinate licensing execution with the Associate Director of Administration
• Identify and mitigate licensing or regulatory risks proactively

Audit Leadership & Regulatory Compliance

• Lead preparation and execution for ODP, DHS, MCO, and other regulatory audits
• Coordinate documentation and audit readiness across departments
• Serve as the operational lead during audits
• Oversee corrective action plans and ensure timely closure
• Monitor audit trends and systemic compliance risks to prevent repeat findings and regulatory exposure.

Incident Oversight & Risk Management

• Maintain executive oversight of incident management systems, trends, and corrective actions
• Ensure incidents are reported, investigated, and addressed in accordance with ODP and DHS requirements
• Monitor incident trends to identify systemic risks related to staffing, training, medical care, environmental safety, or supervision
• Ensure corrective actions result in sustained operational improvement, not repeat findings

Operational Systems & Continuous Improvement

• Ensure operational standards are consistently reflected in the condition, safety, and functionality of CLA homes and program environments
• Own core operational systems (scheduling, documentation, reporting, and case management tools)
• Ensure systems support scalable, compliant, and efficient service delivery
• Lead process improvements, standardization efforts, and operational transformation initiatives
• Translate audit findings, performance gaps, and growth objectives into structural and systemic improvements

Performance Management & Operating Rhythm

• Establish and monitor operational KPIs and dashboards
• Run weekly operational leadership and execution meetings
• Track action items and ensure timely follow-through
• Use data and trends to drive operational consistency, accountability, and improvement
• Ensure feedback from CLA homes and program teams informs operational decisions and improvements (qualitative field intelligence)

COO Support & Executive Escalation

• Provide concise operational summaries, trends, and risk assessments to the COO
• Escalate high-risk, cross-functional, or material issues with context and recommendations
• Support executive decision-making with accurate, timely, and actionable information

Qualifications & Experience

• Minimum of 7–10 years of progressive operations leadership experience, including oversight of managers, programs, and compliance functions within a regulated environment
• Bachelor’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 environments
• Demonstrated ability to manage managers and hold leaders accountable for execution, compliance, and outcomes
• Strong understanding of regulatory compliance, licensing, audit readiness, incident oversight, and workforce operations
• Experience overseeing multi-site or multi-program operations with complex staffing and compliance requirements
• Proven experience managing operational budgets, staffing models, and core operational systems
• Ability to analyze data, trends, and risk indicators to drive operational decisions and continuous improvement
• Strong cross-functional leadership skills, with the ability to partner effectively with HR, Finance, Nursing, Training, and Program leadership
• Excellent organizational, communication, and decision-making skills
• Ability to balance strategic thinking with hands-on operational execution
• Strong commitment to accountability, structure, person-centered services, and high-quality outcomes

Working Conditions

• This 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 coll]]>