Chief Operating Officer (COO)

Ronald McDonald House • Ann Arbor, MI

7h

About The Position

Ronald McDonald House Charities of Ann Arbor is a nonprofit 501(c)(3) organization dedicated to improving the health and well-being of children and their families. We believe that when a child is sick, the whole family is affected—and that the best medicine is often being together. Through Ronald McDonald Houses, hospital-based programs, and related services, RMHC removes barriers, strengthens families, and promotes healing. The Chief Operating Officer (COO) is a key member of the Executive Leadership Team and serves as the organization’s senior operational leader. Reporting to the Chief Executive Officer (CEO), the COO provides strategic and day-to-day leadership for all internal operations of a multi-site, 24/7 organization. The COO ensures that programs, guest services, facilities, culinary services, housekeeping, volunteer engagement, technology, and operational systems function seamlessly to create a safe, compassionate, and home-like environment for families. The COO partners closely with the CEO, leadership team, and Board to implement strategy, strengthen culture, develop talent, manage risk, and ensure operational excellence and financial sustainability.

Requirements

• Bachelor’s degree required; advanced degree or equivalent experience preferred.
• Minimum 7–10 years of senior leadership experience in nonprofit, human services, healthcare, hospitality, or related operations.
• Demonstrated success leading complex, multi-site, 24/7 operations and cross-functional teams.
• Strong background in guest services, facilities management, people leadership, program oversight, and operational planning.
• Experience managing budgets, capital projects, and operational controls.
• Proven ability to lead with compassion while driving results and managing risk.
• Excellent communication, organizational, project management, and problem-solving skills.
• Collaborative, mission-driven leader with integrity and sound judgment.
• Proficiency with Microsoft Office and database systems

Responsibilities

• Serve as a strategic partner to the CEO and a key contributor to organizational planning and execution.
• Support development, implementation, and monitoring of the strategic plan.
• Translate strategic priorities into operational goals, systems, and measurable outcomes.
• Foster a high-performing culture rooted in compassion, collaboration, integrity, inclusion, accountability, and continuous improvement.
• Provide leadership during crises or emergencies, ensuring appropriate response, communication, and documentation.
• Provide executive oversight of all House-based and hospital-based programs in alignment with RMHC Global standards, licensing requirements, and organizational policies.
• Ensure a welcoming, supportive, and safe communal living environment for families.
• Oversee guest services, hospitality, family support, culinary services, housekeeping, and security through direct and indirect leadership.
• Monitor guest satisfaction, occupancy, and performance metrics; prepare operational reports for leadership and the Board.
• Ensure accurate data collection, reporting, and use of systems including Family Registry and surveys.
• Identify evolving family needs and implement program improvements or new services.
• Maintain strong working relationships with hospital partners and community stakeholders.
• Ensure effective policies, procedures, procurement practices, and operational systems are in place.
• Support teams in managing third-party reimbursements and operational reporting.
• Provide strategic direction for program development and growth.
• Develop and monitor program and operational budgets in partnership with executive and finance leadership.
• Maintain documented policies, procedures, and guidelines to support effective and safe program delivery.
• Evaluate program effectiveness and implement improvements based on data and emerging needs.
• Identify operational risks and ensure appropriate mitigation strategies.
• Support staff development, training, and engagement.
• Participate in and support relevant Board and committee work.
• Provide strategic oversight of volunteer programs including recruitment, training, supervision, engagement, and recognition.
• Collaborate with staff and volunteer leaders to ensure consistent delivery of meals, activities, and guest services.
• Monitor volunteer data and feedback to enhance engagement and impact.
• Provide executive oversight of facilities operations, maintenance, safety, security, and capital improvement projects.
• Ensure compliance with fire safety codes, life-safety standards, RMHC Global requirements, and licensing obligations.
• Oversee emergency preparedness planning, inspections, preventative maintenance, and vendor management.
• Support long-term capital planning, property reserve studies, and facility improvements.
• Supervise facilities leadership and promote strong communication, project ownership, and operational excellence.
• Monitor surveillance and life-safety systems and ensure safe, clean, and well-maintained environments across all sites.
• Partner with the CEO and CFO to develop and monitor operating, program, and capital budgets.
• Ensure strong internal controls, reporting systems, and operational processes are in place.
• Analyze operational and financial data to assess performance, trends, and opportunities for efficiency.
• Oversee procurement, vendor relationships, and management of donated goods and in-kind partnerships.
• Supervise operational leaders to ensure effective coordination of staff, volunteers, and committees.
• Provide oversight of organizational technology systems to ensure reliability, security, privacy, and regulatory compliance.
• Collaborate with internal teams and external vendors to implement technology improvements.
• Stay informed on emerging technologies and recommend appropriate enhancements.
• Attend Board meetings and serve as staff liaison to relevant committees.
• Prepare and present operational reports and performance updates.
• Maintain strong relationships with hospitals, vendors, RMHC chapters, volunteers, and community partners.
• Represent the organization in the community and support fundraising and public relations efforts as requested by the CEO.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive