Director of Operations

Step Forward ABA•Glenvar Heights, FL

22h

About The Position

The Director of Operations is responsible for strengthening operational consistency, forecasting, and execution across regions by supporting Clinic Operations Managers, overseeing operational systems and standards, and ensuring centralized operational functions are aligned with regional needs. This role directly manages the Intake and Talent Acquisition departments and is accountable for the performance, efficiency, and predictability of both staffing and client onboarding pipelines. The Director of Operations partners closely with Regional Clinical Directors but does not manage clinical leadership or own regional performance outcomes. Instead, this role ensures that operational systems, workflows, tools, and training are in place to support regional success, identifies operational risks early, and escalates concerns when additional executive intervention is needed. This role also plays a key leadership role in acquisition integration by ensuring newly onboarded teams adopt company operational systems, workflows, and expectations from initial transition through stabilization.

Requirements

Minimum of 3 years of operational leadership experience in ABA setting with direct supervision of administrative and/or operational teams
Bachelor's Degree or higher preferred
BCBA certification and/or licensed professional
Knowledge of Accounting and Finance
Experience with scheduling systems, service coordination, or healthcare operational workflows
Strong understanding of KPI management, process improvement, and team accountability
Experience auditing operational data and maintaining documentation accuracy

Responsibilities

Meet regularly with Clinic Operations Managers to review operational performance, current needs, and barriers to success
Ensure Clinic Operations Managers are trained on company scheduling expectations, tools, workflows, and reporting standards
Reinforce consistent scheduling best practices across regions to improve standardization and reduce variation
Monitor scheduling-related KPIs such as cancellations, makeup session capture, schedule stability, and other operational indicators
Identify operational trends, inefficiencies, or deviations from company standards and recommend corrective action
Support the development and refinement of scheduling models that allow regions to operate more predictably and effectively
Serve as the first level of operational support for Clinic Operations Managers on non-clinical clinic management issues
Partner with regions to identify operational barriers affecting growth, stability, and consistency
Use KPI review, field feedback, and comparative analysis across regions to highlight what is working, what is not, and where systems may need to be adjusted
Provide advisory guidance and best practice recommendations to support regional success
Escalate repeated non-adoption of operational standards or larger performance concerns to executive leadership as appropriate
Help create stronger feedback loops between field operations and company leadership so operational issues are surfaced and addressed earlier
Partner with Clinic Operations Managers to support clinic budgets, expense awareness, and operational planning
Oversee clinic management systems related to maintenance, vendors, supplies, and general clinic readiness
Help design and standardize processes for clinic operations so regions are working from a more consistent framework
Support operational readiness for new clinics, expansions, and other infrastructure changes
Ensure clinics have the tools, workflows, and support needed to function effectively from an operational standpoint
Directly manage the Intake Manager and Intake team, providing leadership, coaching, and performance accountability
Own intake pipeline performance, including referral conversion timelines, assessment scheduling speed, and onboarding throughput
Establish, monitor, and report on intake KPIs to ensure consistent and predictable performance
Ensure standardized intake workflows, tracking systems, and handoff protocols across regions
Identify bottlenecks affecting client onboarding and drive process improvements
Oversee and support referral outreach efforts, including relationships with schools, physician offices, and community organizations
Monitor referral source trends and guide efforts to strengthen and diversify referral pipelines
Align intake pacing with regional staffing capacity and company growth priorities
Ensure accountability for intake outcomes while continuously improving systems and workflows
Directly manage the Manager of Talent Acquisition and talent acquisition team, providing leadership, coaching, and performance accountability
Own talent acquisition pipeline performance, including time-to-fill, requisition aging, offer acceptance rates, and onboarding readiness
Establish, monitor, and report on talent acquisition KPIs to ensure hiring timelines are met consistently
Ensure talent acquisition workflows, communication cadence, and reporting are standardized across regions
Align talent acquisition priorities with regional staffing demand and growth plans
Identify process gaps and implement improvements to increase hiring efficiency and predictability
Drive accountability for talent acquisition outcomes while building scalable hiring infrastructure
Identify staffing and intake demand trends in advance so the company can respond more proactively
Help regions move from reactive requests to earlier identification of future needs
Use assessment pipeline, scheduling patterns, growth trends, and other operational indicators to highlight upcoming risks and opportunities
Recommend operational adjustments that support smoother growth pacing and better preparation across departments
Help fully flesh out the operational pieces necessary to support success in each region
Lead the execution of operational systems during acquisitions and transitions
Ensure newly acquired teams are onboarded into company workflows, expectations, tools, and standards
Provide follow-through, training, and ongoing operational guidance after initial rollout to ensure full adoption
Monitor post-acquisition integration progress and identify areas requiring additional support or correction
Partner with executive leadership to close operational gaps and stabilize new regions
Maintain visibility into key operational metrics across regions, intake, and talent acquisition functions
Prepare regular operational summaries highlighting trends, regional differences, risks, and opportunities
Surface issues that appear system-related versus leadership-related so executive leadership can intervene appropriately
Help leadership compare regional models and identify whether operational differences contribute to uneven performance
Provide structured insights that reduce the need for executive involvement in day-to-day operational issues