Senior Director, Service Quality

The Fedcap Group•South Portland, ME

8d•$75,000 - $90,000•Hybrid

About The Position

The Senior Director, Service Quality (SDSQ) is a critical leadership role responsible for overseeing the leadership development, workforce effectiveness, operational performance, and organizational culture across the entire footprint of Fedcap Families Opportunity Centers in the State of Maine. This position provides strategic leadership for a team of Performance Directors/Managers, and other key leaders and is responsible for developing a high-performing, engaged, and mission-driven workforce that consistently delivers exceptional participant outcomes. The SDSQ supports established regional performance expectations and drives accountability for contractual and programmatic goals, by creating the conditions for team members to thrive through effective leadership, coaching, professional development, and recognition. A critical responsibility of this role is building leadership capacity at all levels of the organization. The SDSQ develops and mentors Performance Directors/Managers, strengthens succession planning efforts, and implements strategies that enhance employee engagement, improve morale, and support long-term retention. Through regular coaching, performance feedback, and leadership development initiatives, this role ensures leaders have the skills and support necessary to lead effective teams and to cultivate positive workplace environments. In addition to leading people and culture initiatives, the SDSQ ensures every region meets organizational standards, complies with contractual obligations, and consistently delivers high-quality services focused on results. The position utilizes data-driven decision-making to monitor performance trends, improve service quality, address operational challenges, and achieve KPIs aligned with funder expectations. The SDSQ serves as a visible leader and ambassador for Fedcap Families, fostering strong relationships with internal and external stakeholders and advancing initiatives that support both organizational excellence and socioeconomic well-being for families throughout Maine. Through a balanced focus on leadership development, team engagement, service quality, and delivering results, this role plays a vital part in ensuring sustainable success for participants, team members, and the program as a whole. The SDSQ champions a culture rooted in respect, inclusion, belonging, collaboration, innovation, accountability, and continuous improvement. By actively monitoring team member engagement, identifying workplace challenges, and implementing solutions that promote job satisfaction, this role works to strengthen workforce stability, reduce turnover, and create an environment where teams feel valued, supported, and empowered to succeed.

Requirements

Master’s degree in Education, Social Work, Counseling, Psychology, Human Services, Public Administration, Business Administration, or a related field from an accredited institution required. Doctoral level degree preferred.
An equivalent combination of education, training, and experience that demonstrates the ability to perform the duties of the position will be considered
Minimum of 5 years of experience in organizational leadership, workforce development, or social services OR related fields such as education, healthcare administration, or human resources.
Minimum of 8 years of experience supervising and leading teams toward performance outcomes and leadership development, preferably in workforce development, education, or social services. Comparable experience in related industries will also be considered.
And/or education or experience deemed appropriate by the agency.

Nice To Haves

Doctoral level degree preferred.

Responsibilities

Provide strategic leadership, coaching, and support to Performance Directors/Managers across 16 Opportunity Centers, fostering leadership excellence, employee engagement, and a culture of accountability, collaboration, and continuous improvement.
Partner with Performance Directors/Managers to strengthen team effectiveness, improve team member retention, address workplace challenges, and implement strategies that enhance morale, professional growth, and organizational culture while maintaining compliance and operational excellence.
Visit each region at least quarterly to engage directly with leaders and team members, assess workplace culture, recognize achievements, identify development opportunities, and support local leadership in creating positive and productive work environments.
Facilitate regular leadership discussions and regional reviews that evaluate organizational health, workforce engagement, retention trends, succession planning efforts, professional development outcomes, and operational performance.
Develop and implement proactive action plans to address risks related to leadership effectiveness, retention, team performance, and contractual KPIs, ensuring timely and sustainable improvements.
Conduct comprehensive regional analyses of key organizational indicators, including team engagement, employee retention, vacancy rates, supervision quality, professional development participation, workplace culture, participant outcomes, environmental review findings, and operational performance, using findings to guide strategic recommendations.
Utilize data and team member feedback to drive decision-making, identify workforce trends, strengthen leadership capacity, and develop targeted improvement plans with clear objectives, accountability measures, timelines, required resources, and measurable outcomes.
Champion talent development and succession planning initiatives by identifying emerging leaders, supporting career growth opportunities, and ensuring Performance Directors/Managers have the tools and skills necessary to build and retain high-performing teams.
Promote a culture of recognition, inclusion, belonging, well-being, and professional excellence by encouraging consistent team member feedback, celebrating accomplishments, and implementing strategies that increase job satisfaction, workforce stability, and overall organizational effectiveness.
Lead regional talent acquisition efforts by partnering with hiring managers and HR to attract, select, and onboard high-performing, mission-driven team members who align with Fedcap's values and culture.
Maintain a regional staff retention rate of 85% or higher and vacancy rates below 15% through proactive team member engagement, career development opportunities, recognition initiatives, succession planning, and supportive leadership practices.
Conduct annual team member engagement and satisfaction assessments and develop action plans that address identified opportunities to strengthen morale, communication, and workplace culture.
Foster an inclusive, collaborative, and supportive workplace culture by identifying shared team member interests, encouraging peer connections, promoting team-building engagement activities, and creating opportunities for meaningful collaboration.
Monitor workforce trends, turnover data, engagement metrics, and team member feedback to proactively identify risks and implement strategies that improve retention, job satisfaction, and organizational effectiveness.
Serve as a coach, mentor, and leadership development partner to Performance Directors/Managers through structured supervision, leadership coaching, and individualized development planning, with weekly meetings during the SDSQ’s first 90 days and a minimum of twice-monthly thereafter.
Develop leadership capacity across the region by equipping Performance Directors/Managers with the skills, tools, and confidence needed to effectively lead teams, foster team engagement, manage change, and build high-performing workplace cultures.
Lead minimum of quarterly regional team meetings focused on leadership development, professional growth, employee recognition, organizational culture, performance excellence, and alignment with strategic priorities.
Champion onboarding and continuous learning initiatives that strengthen employee competencies, support career progression, and prepare emerging leaders for future advancement opportunities.
Ensure Performance Directors/Managers consistently provide meaningful supervision, coaching, observation, and feedback to direct reports, supporting professional growth, team member engagement, and leadership effectiveness throughout the program.
Lead succession planning efforts by identifying high-potential employees, creating development pathways, and ensuring leadership continuity across the region.