Chief Operating Officer (COO)
About The Position
The Area Office on Aging of Northwestern Ohio is seeking a dynamic, systems- and performance-focused Chief Operating Officer (COO) to strengthen and streamline internal operations. This role will focus on identifying and removing barriers that hinder responsiveness and performance, enhancing workflows across departments, and ensuring that staff and partners experience timely and effective communication. The COO will play a critical role in increasing organizational efficiency, building accountability for responsiveness, and ensuring the Agency’s commitment to remarkable customer service and overall excellence is reflected in every interaction with older adults, family caregivers, and community stakeholders. The COO reports directly to the President/Chief Executive Officer and serves as a key executive leader in advancing Agency priorities and operational effectiveness.
Requirements
- Bachelor’s degree required, master’s degree preferred.
- Minimum 10 years of progressive leadership experience in operations, preferably in nonprofit, social services, and/or healthcare.
- Demonstrated experience translating strategic goals and vision into operational implementation plans.
- Strong background in organizational assessment, process design, change management, and systems improvement.
- Proven success in improving internal systems, service responsiveness, and stakeholder communication.
- Strong leadership, collaboration, accountability, and adaptability skills.
- Excellent understanding of Emotional Intelligence (EQ) and its connection to organizational effectiveness.
- Passion for empowering older adults and strengthening systems that improve quality of life.
- Valid driver’s license required.
- Ability to travel throughout the ten-county service area.
Nice To Haves
- master’s degree preferred
Responsibilities
- Lead day-to-day operations across programs, emphasizing responsiveness, consistency, excellent customer service, and reliability in all interactions.
- Identify, analyze, and resolve operational bottlenecks that cause delays or reduce responsiveness.
- Develop and implement process improvement plans to achieve measurable gains in call responsiveness, follow-up times, and service delivery quality.
- Establish systems for tracking performance metrics, including response rates and stakeholder satisfaction.
- Ensure continuity of services during emergencies through the development, training, and implementation of the Agency’s emergency preparedness plan.
- Collaborate with the Agency’s Quality Improvement Team to strengthen systems for tracking performance metrics and improvement outcomes.
- Communicate progress and results of improvement efforts to staff, leadership, and external stakeholders to build trust and transparency.
- Translate strategic priorities into measurable operational goals that align Agency, departmental, and individual team member goals.
- Partner with department heads to align staff, systems, and resources with a culture of accountability and responsiveness.
- Lead cross-functional initiatives that improve collaboration and streamline client service processes.
- Oversee budgeting, resource allocation, and financial management in collaboration with the Chief Financial Officer to support sustainability and operational goals.
- Optimize the use of technology, staffing, and infrastructure to enhance responsiveness and reduce inefficiencies.
- Foster a caring and performance-based culture of proactive communication, teamwork, and continuous improvement.
- Mentor and support staff in adopting new systems, performance standards, and accountability practices.
- Collaborate with Human Resources and leadership to ensure internal communication processes support a responsive and informed workforce.
- Work closely with the CEO and Outreach Team to share updates on operational improvements with staff, partners, and the public.
- Build trust through consistent follow-through and visible action on feedback from older adults, family caregivers, and community stakeholders.
Benefits
- Opportunity to work in a purpose-driven environment where leadership, innovation, collaboration, and community impact matter.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
