Operations Director

Ronald McDonald House Charities of Greater Cincinnati•Dayton, OH

About The Position

The Operations Director is the senior operational leader for the Dayton House and Dayton-area Family Rooms at Ronald McDonald House, Southwest Ohio. The role is responsible for delivering a welcoming, comfortable, safe, and consistent experience for families, and for leading the teams and operations that support that experience. The Director develops staff, coordinates volunteers, oversees program managers and operational services, and works closely with hospital partners and other community organizations. Reporting to the Chief Operating Officer, the Operations Director executes organizational strategy, supports Chapter Leadership, and oversees Guest Services, housekeeping, facilities, the meals program, and contracted security and cleaning services. The position includes responsibility for operational planning, budgets, facilities and vendor management, compliance, emergency preparedness, data and reporting, and continuous improvement of programs and services. The organization operates 24 hours a day, so the role requires schedule flexibility, weekend and holiday work, and on-call support as needed.

Requirements

Bachelor’s degree in business, nonprofit management, hospitality, or a related field, or an equivalent combination of education and experience.
Four years of related experience in a nonprofit, healthcare, hospitality, or human services environment, including supervisory or program leadership responsibilities.
Demonstrated ability to lead staff and coordinate volunteers while maintaining a supportive, family-centered environment.
Strong interpersonal, written, and verbal communication skills.
Solid organizational, computer, and problem-solving skills.
Strong project management skills and experience.
Understand and practice confidentiality.
Demonstrate compassion, communication and listening skills, dependability, interpersonal and team effectiveness, tact and confidentiality, problem-solving and decision-making, flexibility, and the ability to manage multiple tasks simultaneously.

Responsibilities

Serve as the senior operational leader for House and Family Room programs in Dayton and support the COO in executing organizational strategy.
Supervise program managers and oversee Guest Services, housekeeping, facilities staff, the meals program, and contracted security and cleaning services.
Provide on-call leadership support for operational, guest, and facility matters, making timely decisions and escalating issues appropriately.
Promote staff engagement, development, and retention through clear expectations, feedback, coaching, and recognition.
Direct the 24/7 Guest Services department and ensure consistent coverage, fair application of House policies, and high standards of safety, cleanliness, hospitality, and procedural consistency.
Evaluate and improve guest services and programs, identify emerging family needs, and recommend program updates or new programming to Chapter Leadership and the COO.
Oversee resolution of complex or sensitive guest situations, guide Guest Services staff, coordinate with hospital social workers as needed, and inform the COO and Chapter Leadership of significant concerns.
Oversee room occupancy processes and waitlists to ensure fair access.
Monitor trends and prepare reports for the Board, medical partners, grant applications, and required systems, including RADAR.
Develop and update policies and emergency protocols, provide training, and lead preparedness planning and drills.
Oversee facilities and building operations, including work-order priorities, preventive maintenance, repairs, capital improvement projects, and vendor management, within timelines and budgets approved by the COO.
Monitor facility needs and recommend furniture, fixtures, and equipment replacements or additions within approved budget parameters.
Obtain bids and coordinate major expenditures and contracts with the COO as required.
Evaluate and manage vendor contracts for services including HVAC, plumbing, landscaping, fire systems, inspections, and security within delegated authority.
Ensure required inspections are scheduled, completed, and documented, and maintain accurate maintenance and compliance records.
Ensure compliance with fire safety codes, OSHA standards, and EPA requirements related to geothermal system discharge permits, monitoring, testing, and reporting.
Oversee security systems, including cameras, gates, and key-fob access, and coordinate repairs or upgrades within approved authority levels.
Develop annual operating budgets for House and Family Room Operations, including Guest Services, Facilities, Housekeeping, and Meals, for review and approval by the COO and Chapter Leadership.
Manage expenses within approved budgets.
Support billing and reimbursement processes related to Medicaid, Shriners, and Family Room partnerships in coordination with the CFO.
Support data collection for grant proposals addressing operational needs, capital improvements, and program growth, and assist with required reports for compliance and continued funding.
Oversee operational data collection and reporting to support Board updates, grant applications, and informed decision-making.
Strengthen relationships with hospitals, community partners, the Cincinnati House, and other Ronald McDonald House chapters to support coordinated care and continuity of services.
Execute strategic priorities established by Chapter Leadership and the COO, identify operational risks and improvement opportunities, and prepare the organization for growth, partnership changes, or expanded services.
Support collaboration across departments and chapters to promote consistent communication and shared accountability.
Model professionalism, empathy, and accountability, fostering a workplace where families, staff, and volunteers feel respected and supported.
Perform additional responsibilities as assigned by the COO and Chapter Leadership.