General Manager

ICBD•New Castle, DE

45d

About The Position

General Manager – ABA Centers of New Jersey New Jersey and Delaware Markets Leadership Opportunity The General Manager (GM) of ABA Centers is the senior operational leader responsible for operating multiple service areas across a defined territory that may span one or multiple states. The GM owns performance across people, service delivery, quality, growth, financial results, and family experience. This role combines full P&L accountability with hands‑on leadership of market teams and close partnership with clinical leaders to ensure consistent, high‑quality care. The GM leads multiple Executive Directors and serves as the primary operator for all assigned markets, translating divisional strategy into disciplined, repeatable, and high‑quality execution at the market level.

Requirements

Bachelor’s degree required; Master’s in Business, Healthcare Administration, or Behavioral Health strongly preferred.
Minimum 5 years of operations and growth leadership experience in a high-growth service industry, healthcare/health system, behavioral health or education.
Healthcare operations experience strongly preferred.
Demonstrated operational and financial success in previous roles.
Proven experience supervising managers or leading teams across multiple locations.
Budget‑management and P&L experience.
Ability to travel within the state (up to 50–60%).
Must maintain clean background/drug screenings and driving record.
Proficiency with Microsoft Office Suite or similar software.
Strong communication and relationship‑building skills.
Leadership ability to motivate, coach, and develop diverse teams.
Excellent organization, time management, and attention to detail.
Strong judgment, decision‑making, and problem‑solving skills.
Self‑motivated with an entrepreneurial, solutions‑focused mindset.

Nice To Haves

Master’s in Business, Healthcare Administration, or Behavioral Health strongly preferred.
Healthcare operations experience strongly preferred.

Responsibilities

Regional Operations & P&L Ownership
Own and operate the full divisional P&L across multiple ABA markets, including revenue performance, expense management, productivity, and margin.
Ensure consistent execution of operational standards across all markets in alignment with organizational mission, vision, and values.
Develop and execute market‑level business plans aligned with enterprise strategy, including growth targets, financial objectives, and disenrollment reduction.
Drive performance across multiple markets, ensuring each meets census, utilization, retention, productivity, and operational maturity expectations.
Review and manage divisional and market‑level KPIs, including: Recruitment, retention, staffing stability, New client intake, authorization velocity, access to care, Scheduled vs. delivered hours & missed services, RBT and BCBA billable hours & productivity, Disenrollment, retention, utilization trends, Cost controls & operational efficiency
Make disciplined, data‑driven decisions to improve service delivery, scalability, and financial performance.
Leadership of Executive Directors
Directly lead, coach, and hold Executive Directors accountable for operational, people, and market outcomes.
Establish clear expectations, scorecard ownership, and operational execution for each Executive Director.
Track and communicate KPIs and scorecard results to reinforce accountability and drive performance.
Conduct regular 1:1s, performance reviews, coaching sessions, and leadership development planning.
Ensure Executive Directors effectively manage performance, accountability processes, and corrective action within their markets.
Growth & Strategic Execution
Execute market‑level growth strategies across the division, including: New market launches and ramp optimization, Capacity expansion and access‑to‑care initiatives, Disenrollment mitigation and retention improvement, Market‑level operational improvements
Partner with the Division President and functional leaders to translate strategic direction into consistent execution across each market.
Maintain awareness of market dynamics and competitive landscape to ensure markets deliver a differentiated, family‑centered experience.
Clinical Partnership & Quality Oversight
Partner closely with Clinical Directors to ensure clinical quality, ethical care, and compliance with all regulatory and payer requirements.
Monitor clinical quality metrics, outcomes, and program effectiveness in collaboration with clinical leadership.
Support clinical teams with operational solutions that improve scheduling, utilization, and family experience without compromising care standards.
People Leadership & Talent Development
Drive leadership development across the division in collaboration with Training & Professional Development.
Mentor Executive Directors for increased responsibility and succession readiness.
Ensure strong hiring, onboarding, engagement, and retention practices across all markets.
Train, coach, and develop market and enterprise leaders, building a strong leadership bench and ensuring continuous performance management.
Conduct or support evaluations, disciplinary actions, and staffing plans in collaboration with market leaders.
Foster a culture of accountability, ownership, collaboration, and continuous improvement.
Customer Experience & Issue Resolution
Serve as an escalation point for complex client, caregiver, and employee issues.
Guide Executive Directors and Clinical Directors on effective resolution strategies.
Ensure concerns are resolved timely, professionally, and in alignment with organizational values.
Champion a high‑touch, family‑centered experience across all markets.
Compliance, Safety & Controls
Ensure all markets meet and maintain regulatory, licensing, accreditation, and payer requirements.
Conduct regular site visits to evaluate safety, cleanliness, documentation accuracy, and operational integrity.
Ensure operational, clinical, and billing documentation is accurate, timely, and compliant.
Cross‑Functional Collaboration
Work closely with Clinical, Admissions, Marketing, HR, IT, Training, Billing, and Finance to ensure markets are fully supported and aligned.
Participate in divisional and enterprise‑level meetings, workgroups, and best‑practice initiatives.
Communicate clearly and consistently around priorities, performance expectations, and operational outcomes.