Lead Operations Manager - Clinic

The Treetop ABA Therapy•Phoenix, AZ

1d•Hybrid

About The Position

We’re hiring a Lead Operations Manager to lead and scale operations across multiple clinics and home-based service regions within a growing behavioral health organization. This role oversees 5–8 Operations Managers (Care Coordinators) and partners closely with clinical and executive leadership to ensure families receive consistent, high-quality care while teams are supported, accountable, and set up for success. This role ensures operational excellence where it counts—at the intersection of families, clinicians, and frontline teams. You’ll help build systems that support consistent care, empowered teams, and sustainable growth.

Requirements

5+ years in healthcare, behavioral health, ABA, or multi-site operations
3+ years leading managers or senior team members
Strong coaching, accountability, and performance-management skills
Experience with clinic-based and/or home-based care models
Comfortable working in EMRs and scheduling systems (Lumary, CentralReach, or similar)

Nice To Haves

Experience using reporting and dashboards in Salesforce strongly preferred
Bachelor’s degree preferred (advanced degree a plus)

Responsibilities

Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple sites and states
Set clear expectations, drive accountability, and support professional growth
Build strong, engaged teams aligned around client outcomes
Establish clear expectations and standards, and ensure proper communications for: Technician engagement and stability, Client retention and satisfaction, Fulfillment of prescribed therapy, Service continuity and recovery from disruption
Ensure consistent execution of The Treetop’s client lifecycle procedures across sites
Monitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and technicians
Identify trends, risks, and bottlenecks; implement corrective action plans
Monitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges)
Ensure Operations Managers maintain strong, proactive relationships with families once services are active
Oversee escalation management for high-risk or complex client situations, including service disruptions and pending discharges
Reinforce a family-centered approach that balances operational efficiency with compassionate, responsive care
Ensure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a client
Create workflows to document and track technician satisfaction and performance
Build processes to and work with scheduling to ensure adequate hours for technicians
Collaborate with Clinical, Scheduling, Recruiting, and Executive leaders to ensure adherence to payer requirements, internal policies, and SOPs across all operational teams
Help design and refine compensation and incentive plans for Operations Managers that are aligned with client outcomes and service fulfillment
Support growth, standardization, and continuous improvement across regions, and drive continuous improvement initiatives using data in Salesforce