Director of Support Services Operations

Advocate Health • Milwaukee, WI

1d • $63 - $95

About The Position

The Director of Support Services Operations provides operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within an assigned market spanning Illinois and Wisconsin. The role collaborates with Managers of Support Services to promote consistency, best practices, and operational synergies. The position is based on a Monday–Friday schedule, with occasional weekends as operational needs require, and the employee must reside in Wisconsin.

The director establishes and oversees service level agreements, key performance indicators, and quality metrics; leads root cause analysis of performance gaps; and serves as the primary operational liaison for contracted service line leadership. Responsibilities include monitoring contract compliance, conducting quarterly business reviews, and pursuing service optimization. The director also serves as the escalation point for service issues and works with clinical, facility, market, and area leaders in a matrixed organization.

The role maintains policies, procedures, and documentation in alignment with Advocate Health guidelines and supports readiness for regulatory surveys. It develops leaders and teams through objective-setting, coaching, performance management, succession planning, and professional development. The director develops and recommends operating and capital budgets, manages expenditures within approved objectives, and coordinates financial planning with contracted leadership. The position also ensures compliance with the organization’s Code of Ethical Conduct and applicable policies, regulations, and laws.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, or a related field.
• Seven or more years of experience in a large healthcare environment in a management role.
• Three or more years of experience leading large, highly matrixed teams.
• Ability to lead large, diverse teams through influence in a complex organizational environment.
• Strong oral and written communication skills, including the ability to build effective teams and partnerships.
• Strong proficiency with computer word processing, scheduling tools, and accounting or financial spreadsheets.
• Demonstrated ability to lead and operate effectively within a highly matrixed organizational structure.
• Expert knowledge of facilities management and vendor management practices.
• Expert understanding of contractual employment and service-line relationships.
• Must reside within the state of Wisconsin.
• Position requires regular travel and exposure to varying weather and road conditions.

Nice To Haves

• Master’s degree in a related field.

Responsibilities

• Provide operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within the assigned market, collaborating with Managers of Support Services to drive consistency, best practices, and operational synergies.
• Create and oversee service level agreements (SLAs), key performance indicators (KPIs), and quality metrics; lead root cause analysis when performance gaps are identified.
• Serve as the primary operational liaison for contracted service line leadership, oversee contract compliance, and facilitate quarterly business reviews and service optimization initiatives.
• Promote accountability, engagement, service excellence, and safety, and ensure contracted leaders are trained and equipped to uphold Advocate Health standards.
• Collaborate with clinical, facility, market, and area leadership in a highly matrixed reporting structure to achieve financial and operational goals.
• Maintain and implement policies, procedures, and documentation aligned with Advocate Health guidelines and ensure continuous readiness for regulatory surveys.
• Act as the primary point of escalation for service issues within assigned support service lines across the market.
• Select, coach, and develop leaders and teams; set objectives aligned with organizational strategy; and manage performance, succession planning, and professional development.
• Develop and recommend operating and capital budgets, control expenditures within approved objectives, and coordinate financial planning with contracted leadership as appropriate.
• Ensure adherence to the organization’s Code of Ethical Conduct and compliance with applicable policies, regulations, and laws.

Benefits

• Paid Time Off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for select circumstances, incentive pay for select positions, and potential annual performance-based increases.

What This Job Offers

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