Chief Operations Officer

The Arc of Chester County • West Chester, PA

19h

About The Position

The Chief Operations Officer (COO) reports directly to the Chief Executive Officer and supports The Arc of Chester County’s mission as a provider of advocacy, education, and human services. The COO partners with internal and external stakeholders to help position the organization as a leading comprehensive service provider and is responsible for business development, growth, compliance, and day-to-day administrative and program operations. The role oversees programs other than advocacy, administrative staff, Human Resources, facilities, fleet management, and Information Technology, and participates in advocacy efforts related to the services under the COO’s responsibility.

The COO oversees administrative operations and program/service management, including staffing, operational systems, policy and procedure development, performance measurement, compliance, organizational growth, partnerships, and financial viability. The position works closely with the CEO and executive leadership team on strategic and operational planning, budgets, contracts, and agency goals, and represents the organization to external stakeholders and at events and presentations. The COO also attends and participates in Board meetings as required.

The role requires a bachelor’s degree and at least ten years of related experience or an equivalent combination of education and experience, including at least five years in senior leadership. The organization offers health, life, and long-term disability insurance, an Employee Assistance Program, an employee discount purchasing plan, and additional benefits through a cafeteria plan.

Requirements

• Bachelor’s degree.
• At least ten years of related experience and/or training, or an equivalent combination of education and experience.
• At least five years of experience in senior leadership positions.
• Experience in nonprofit organization, program, and fiscal operations.
• Substantial experience overseeing HR strategy and functions, including employee relations, recruiting, retention, workforce planning, compensation, and performance management.
• Demonstrated track record of improving productivity and service quality, redesigning processes, managing organizational change, and building scalable operating systems.
• Excellent supervisory and managerial skills.
• Excellent organizational, interpersonal, communication, and writing skills.
• Ability to work independently, set priorities, and follow through on details.
• Computer skills, including word processing, Excel, and use of other technology.
• Experience coordinating and working with volunteer groups.

Responsibilities

• Participate in, collaborate on, and/or implement the organization’s five-year Strategic Plan.
• Complete all required training and qualifications.
• Manage daily administrative operations, including recruiting, supervising, and evaluating the Chief Administration Officer, who oversees facilities, IT, fleet, office administration, management services, and human resources.
• Ensure effective onboarding, recruitment, retention, and succession plans.
• Coordinate with quality and compliance and development and marketing staff to implement responsibilities overseen by the COO.
• Work with executive leadership to develop and meet agency goals, provide operational expertise and guidance, and implement operations projects and systems management.
• Identify, recommend, develop, and implement policies, plans, procedures, technologies, and systems to improve organizational operations.
• Ensure employee, program, and administrative decisions align with organizational requirements, strategic plans, mission, vision, and core values.
• Establish, communicate, and implement operations policies, procedures, standards, plans, and security measures.
• Present periodic performance reports and metrics to the CEO, Board, and other relevant leaders.
• Monitor emerging operations-management practices, technologies, and trends and apply relevant developments to the role.
• Identify and ensure appropriate organizational resources, including training, staffing structures, growth capacity, and efficient operations.
• Work with the CEO to develop and implement strategic operational and program plans.
• Oversee programs and administration to ensure the needs of people supported and the agency are met.
• Review and approve organization-wide facility and fleet use, planning, and procurement.
• Attend and actively participate in Board meetings as required, and ensure timely lease negotiations and lease management.
• Manage, support, supervise, and recruit the Chief Programs Officer to support compliance, daily program operations, staff development and succession planning, and program growth and goal attainment.
• Develop and implement policies, plans, and procedures to meet program requirements and improve program operations.
• Collaborate with executive leadership to support cost-effective services that maintain required quality and compliance and reflect the organization’s mission and core values.
• Work with the Chief Development Officer to promote the agency’s programs and services and optimize marketing.
• Develop and implement metrics to monitor operational outcomes, quality, compliance, and effectiveness, and address identified issues.
• Participate in vetting and feasibility studies for prospective or revised contracts before bid proposals are submitted.
• Monitor developments in social services and nonprofit management and apply relevant knowledge in daily management.
• Monitor program and service financial performance, address issues, and support financial viability.
• Research, cultivate, negotiate, and develop business opportunities to grow revenue.
• Ensure the Chief Programs Officer and program directors strengthen existing relationships and establish new partnerships.
• Work with the Director of Advocacy and CEO to cultivate relationships with public officials, decision-makers, and external leaders to advance the agency’s mission, goals, advocacy efforts, legislative priorities, and strategic plan.
• Represent the organization through presentations and attendance at national, state, and local events, meetings, and conferences.
• Collaborate with the CEO, Chief Financial Officer, Chief Programs Officer, Chief Administration Officer, and program directors to develop and manage program, administrative, and agency budgets.
• Ensure program financial operations follow agency policies, procedures, and plans, and develop budgets through the agency budget process.
• Develop and implement financial management practices that support the agency’s financial position.
• Ensure staff under the COO’s oversight collaborate with development and fundraising staff to achieve fundraising efforts and requirements.
• Initiate and participate in contract and rate negotiations and, when needed, agency rate appeals.
• Perform other operations, program, and fiscal duties as assigned.

Benefits

• Health insurance
• Life insurance
• Long-term disability insurance
• Employee Assistance Program
• Employee discount purchasing plan
• Additional benefits, including dental and vision, offered through a cafeteria plan

What This Job Offers

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