Senior Director of Operations

ServiceNet•Holyoke, MA

6d•$76,000 - $90,000

About The Position

The Senior Director of Operations provides strategic and operational leadership for assigned regions and program areas within the DBIS Residential division. The Senior Director partners closely with the Vice President and collaborates with Directors of Operations, Quality, HR, Training, Finance, and other enterprise teams to strengthen system reliability, promote consistent practices, and support continuous improvement. This leader translates organizational strategy into execution within assigned programs, ensuring that people, processes, and resources are aligned to meet ServiceNet’s mission and performance goals.

Requirements

Bachelor’s degree, preferably in business/public administration, management/operations, or related field.
Minimum 5–7 years of progressive leadership experience.
Demonstrated multi-site leadership, regulatory compliance oversight, and budget management experience.
Ability to use data to drive decisions and improve outcomes.
Strong communication, coaching, organizational, and problem-solving skills.
Proficiency with using information systems to extract meaningful information, e.g. use dashboards, and reporting tools.
Regular travel to multiple program sites; requires a valid driver’s license and reliable transportation.
Ability to remain in a stationary position for extended periods and perform computer-based work.
Ability to move throughout residential program environments, including navigating stairs, tight spaces, and varying physical conditions.
Ability to lift or carry up to 25 pounds occasionally.
Ability to respond to onsite emergencies or urgent program needs that may require quick physical movement.
Ability to participate in agency-required safety trainings (e.g., CPR/First Aid, crisis intervention, fire drills).
Flexibility to work occasional evenings or weekends based on operational needs.

Nice To Haves

Master’s degree, preferably in business/public administration, management/operations, or related field.
Experience navigating complex, highly regulated environments.
Experience implementing operational improvements or cross-functional initiatives.
Lean, Six Sigma, or continuous improvement training.

Responsibilities

Lead and support Directors of Operations through clear annual and quarterly priorities, regular supervision, structured performance reviews, and documented action plans.
Maintain leadership stability within assigned regions by ensuring DOO vacancies are filled within timelines and new leaders complete onboarding and competency milestones.
Promote a culture of accountability, high performance, and engagement.
Partner with HR on staffing strategies, employee relations matters, performance management, recruitment needs, and workforce planning.
Drive operational performance across assigned programs/regions by meeting service delivery, quality, safety, and timeliness expectations.
Implement standardized workflows to improve consistency and reduce operational variability.
Monitor incidents, risk indicators, and program quality; implement prevention and mitigation plans with measurable improvements.
Maintain strong internal communication through structured meetings and timely documentation.
Maintain regulatory readiness across assigned programs through compliance calendars, internal reviews, and timely closure of all licensing requirements, corrective actions, and cited items.
Collaborate with Quality and enterprise teams to prepare for audits and support continuous compliance.
Develop and manage budgets for assigned program areas in alignment with organizational timelines and targets.
Monitor monthly financial performance; identify and correct variances.
Reduce overtime and agency use; optimize staffing patterns and implement measurable cost-efficiency strategies.
Align staff resources to service needs by approving staffing plans, monitoring utilization, and making strategic adjustments.
Partner with HR and Training on leadership development and workforce capability building.
Leading and coordinating ongoing DO training and professional development.
Collaborate with Quality, Training, Finance, HR, and other enterprise departments to implement organizational initiatives on schedule.
Maintain strong relationships with funders, partners, and internal stakeholders, ensuring timely communication and follow-through.
Use operational dashboards and trend analyses to guide decision-making; document owners, timelines, and outcomes.
Identify system gaps and lead operational improvements across assigned regions.
Ensure strategic goals cascade effectively through the DOOs in assigned areas.
Perform additional duties as assigned, completing deliverables within established timelines and quality expectations.
Maintain reliable attendance and model professionalism, integrity, and positive communication.