Program Operations Director

Anchor Home•Timonium, MD

10h•Onsite

About The Position

The Program Operations Director provides leadership to ensure individuals receiving support are provided high-quality care and services. The role partners with the COO and advocates internally for supported individuals, driving quality and compliance across Residential, Day, and Personal Supports programs. It promotes person-centered practices and builds trusted relationships with families, guardians, and external stakeholders. The position directly supervises Program Managers and works across departments to advance the organization’s mission, vision, and values. The Director oversees program operations and performance, monitors key metrics, holds Program Managers accountable, develops staff training and career development, and leads corrective action and performance improvement efforts. The role serves as the COO’s proxy in internal operational matters, facilitates leadership and committee meetings, advances cross-department initiatives, identifies risks and solutions, and supports organizational growth and new program launches. The Director builds relationships with families, guardians, and legal representatives, serves as an escalation point for family concerns, and collaborates with interdisciplinary teams, regulators, and community partners. The role ensures compliance with licensing, Medicaid waiver, and DDA requirements; oversees program documentation in the electronic health records system; leads quality assurance; conducts site visits, audits, and quality reviews; and implements sustainable improvements that support individuals’ rights, dignity, preferences, and outcomes. The position is full-time, fully on-site in Timonium, Maryland, with hours Monday through Friday, 9:00 a.m. to 5:30 p.m.

Requirements

Bachelor’s degree in Business Administration, Human Services, Education, Social Work, Psychology, or a related field.
At least 6 years of experience in intellectual and developmental disability (IDD) services.
At least 3 years of experience in a leadership or multi-program management role.
Exceptional interpersonal, communication, and conflict resolution skills.
Proven ability to build relationships with families, staff, and external partners.
Strong analytical, organizational, and problem-solving abilities.

Nice To Haves

Master’s degree.

Responsibilities

Oversee daily operations and performance across Residential, Day, Personal Supports, and other programs.
Monitor program performance metrics, including quality, staffing, incidents, and compliance.
Hold Program Managers accountable through structured performance reviews and scorecards.
Develop and implement training programs to improve staff skills, knowledge, and leadership capabilities.
Support team members’ career development and succession planning.
Lead corrective action plans and performance improvement initiatives.
Supervise, coach, and mentor Program Managers to build high-performing teams and a culture of accountability and continuous improvement.
Serve as the COO’s proxy in internal operational matters and partner with the COO on cross-department initiatives.
Facilitate leadership and standing committee meetings and ensure follow-through on action items.
Drive accountability across the leadership team.
Identify emerging risks and develop proactive solutions.
Support organizational growth initiatives and new program launches.
Build transparent, trusting relationships with families, guardians, and legal representatives.
Act as the escalation point for family concerns and ensure timely, empathetic, effective resolution.
Collaborate with interdisciplinary teams, regulatory bodies, and community partners to advance quality outcomes.
Ensure adherence to licensing, Medicaid waiver, and DDA regulations, policies, and procedures.
Oversee timely and accurate completion of required program documentation in the electronic health records system.
Lead quality assurance efforts across programs to ensure compliance with regulatory, accreditation, and internal standards.
Conduct regular site visits, audits, and quality reviews to identify strengths and improvement opportunities.
Identify root causes, implement corrective actions and preventive measures, and track follow-up to sustain quality improvements.
Monitor outcomes and champion person-centered practices that respect individuals’ rights, dignity, and preferences.