Director of Operational Infrastructure

ICBD • Fort Lauderdale, FL

2d • Hybrid

About The Position

The Director of Operational Infrastructure is a senior leadership role responsible for developing and overseeing the systems and structures necessary to scale reliable operations nationally. Reporting to the Vice President of Operations Process Improvement, this position provides leadership in policy governance, process standardization, change management, and continuous improvement, with a focus on operational excellence and enhancing the experience of teammates and families. The role requires a highly organized, relationship-focused leader with the ability to build scalable systems, align stakeholders, and drive execution within a complex and rapidly growing healthcare environment.

Requirements

• 5+ years in project management, operations management, or change management.
• Experience in healthcare, behavioral health, or multi-site service industries strongly preferred.
• Strong interpersonal and relationship-building skills with proven ability to influence executives and frontline leaders.
• Excellent communication skills in public speaking, facilitation, and written communication.
• Proficiency in Microsoft Suite, especially Teams, Planner, PowerPoint, and Excel.
• Demonstrated expertise in change management and operational execution best practices.
• Strong analytical and problem-solving skills, with ability to turn data into actionable insights.

Nice To Haves

• Experience in healthcare, behavioral health, or multi-site service industries strongly preferred.

Responsibilities

• Partner with the VP of Operations Process Improvement to co-facilitate the Process Governance Committee, proactively identifying policy needs, coordinating drafting/revisions with stakeholders, and ensuring policies are approved and deployed effectively.
• Maintain the infrastructure for consistent policy management, ensuring changes are transparent, accessible, and adhered to across the national footprint.
• Measure and report on policy adoption and compliance to drive accountability.
• Collaborate with subject matter experts to develop standard work for core operational processes.
• Apply human-centered design principles to create processes that are efficient, intuitive, and empathetic for teammates and families.
• Maintain a living repository of standard work, job aids, and supporting documentation.
• Partner with the cross-functional Change Management Team to conduct impact assessments for new strategies, policies, and initiatives, identifying implications for people, processes, and systems.
• Co-facilitate daily Change Management Huddles with cross-functional partners alongside the VP of Operations Process Improvement to align deployment efforts.
• Manage communication efforts by presenting at leadership forums, drafting written updates, and curating intranet content.
• Track adoption and effectiveness of changes, ensuring success is measured not only by deployment but also by sustained usage.
• Support the VP of Operations Process Improvement in executing high-priority operational initiatives by coordinating stakeholders, maintaining milestones, and driving accountability.
• Manage the Opportunities for Improvement (OFI) process to encourage field teammates to surface issues and ideas.
• Translate feedback into actionable improvements and close the loop with frontline teams to demonstrate responsiveness.
• Partner with the VP of Operations Process Improvement and the National Clinical & Field Operations team to monitor key operational metrics and use data to prioritize and refine improvement efforts

Benefits

• 21 paid days off (15 days of PTO, which increases with tenure, plus 6 holidays).
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Medical, dental, vision, long-term disability, and life insurance.
• Generous 401(k) with up to 6% employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees