Director of Operations

Brockton Area Multi-Servi • Brockton, MA

1d • Onsite

About The Position

The Director of Residential Operations provides strategic and operational leadership across a portfolio of residential programs serving individuals with intellectual and developmental disabilities. This role is responsible for ensuring high-quality service delivery, regulatory compliance, workforce stability, financial oversight, and operational performance across assigned programs. The Director leads and develops Residential Program Managers and frontline leadership teams while driving consistency, accountability, and person-centered practices throughout residential operations.

Requirements

• Bachelor's degree in Human Services, Healthcare Administration, Social Work, Psychology, Business Administration, or related field required. Master's degree preferred. In lieu of a bachelor’s degree, substantial senior supervisory experience in human services may be considered.
• Minimum of 5–7 years of experience working within residential or human services operations supporting individuals with intellectual and developmental disabilities.
• Minimum of 3–5 years of progressive leadership experience supervising managers, multi-site operations, or residential programs.
• Experience managing program budgets, staffing operations, compliance standards, and workforce performance required.
• Strong understanding of DDS regulations, CARF standards, person-centered supports, behavior management principles, and residential operations required.
• Valid driver's license with acceptable driving history required.
• Strong operational leadership and organizational management skills
• Ability to lead through change and manage competing priorities in fast-paced environments
• Strong conflict resolution, coaching, and employee relations skills
• Knowledge of residential licensing, regulatory compliance, and quality assurance practices
• Financial management and budget oversight experience
• Strong communication, documentation, and interpersonal skills
• Ability to analyze operational trends and implement corrective actions
• Proficiency with Microsoft Office, scheduling systems, electronic health records, and workforce management systems
• Ability to build collaborative partnerships across departments and leadership teams
• Ability to respond effectively during emergencies and operational crises

Nice To Haves

• Master's degree preferred.

Responsibilities

• Provide direct supervision, coaching, and leadership to Residential Managers and program leadership teams across assigned residential programs.
• Ensure programs operate in compliance with DDS, CARF, Medicaid, licensing, and BAMSI policies, procedures, and operational standards.
• Promote a culture of accountability, engagement, inclusion, and person-centered care across all assigned programs.
• Provide operational oversight related to staffing, scheduling, coverage planning, workforce stabilization, and vacancy management.
• Support Residential Managers in addressing staffing concerns, employee relations matters, performance improvement, and team development in collaboration with Human Resources.
• Provide interim operational leadership and crisis support during management vacancies, staffing shortages, or emergency situations.
• Participate in on-call rotation and provide leadership response for program emergencies, incidents, staffing escalations, and operational concerns.
• Ensure quality assurance systems are maintained across programs, including documentation, treatment plans, ISP compliance, medication administration oversight, safety protocols, and incident management.
• Monitor program performance through audits, operational reviews, corrective action planning, and regulatory readiness activities.
• Ensure programs maintain compliance with all required trainings, certifications, and credentialing requirements, including CPR/First Aid, MAP, safety trainings, and behavior management certifications.
• Partner with Quality Assurance, Clinical, Nursing, and Human Rights teams to ensure services support the behavioral, medical, and clinical needs of individuals served.
• Oversee program budgets, financial performance, overtime utilization, purchasing, and operational expenses across assigned programs.
• Review financial and operational reports regularly to identify trends, risks, staffing concerns, and opportunities for improved efficiency.
• Ensure administrative systems and operational processes are maintained in areas including payroll, electronic health records, scheduling systems, documentation compliance, and transportation coordination.
• Support operational planning related to admissions, discharges, transfers, program openings, and service transitions.
• Lead hiring, onboarding, succession planning, and leadership development efforts for Residential Managers and program leadership staff.
• Foster employee engagement through coaching, recognition, mentorship, and professional development initiatives.
• Conduct regular supervision meetings and performance evaluations while ensuring leadership teams meet established performance expectations.
• Support recruitment and retention initiatives designed to strengthen workforce stability and reduce turnover across residential operations.
• Maintain positive relationships with individuals served, families, guardians, funding sources, external providers, and community stakeholders.
• Support programs in building inclusive community engagement opportunities and positive neighborhood relationships.
• Participate in agency committees, leadership meetings, and strategic operational initiatives as assigned.
• Perform other duties as assigned.

Benefits

• Competitive Compensation
• Full benefits package including generous PTO, health/dental/vision insurance, life insurance, and a 403(b) with company match.
• The opportunity to shape residential operations and drive meaningful change across multiple programs.
• The satisfaction of knowing your leadership directly enhances the quality of life for individuals with intellectual and developmental disabilities.

What This Job Offers

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