Training, Quality, and Operations Manager
WALKER INC•Needham, MA
•$72,400 - $90,000•Hybrid
About The Position
The Training, Quality, & Operations Manager supports the consistency, quality, and day-to-day functioning of programs across the Behavioral Health Division. This role works in close partnership with Program Directors to strengthen training practices, support quality and compliance systems, and address operational needs across WCC, ECMHC, and TASP. The Manager serves as a connector across programs, helping to implement standardized processes, identify areas for improvement, and provide hands-on support when programs are navigating transitions, growth, or increased demands. This is a collaborative, support-oriented role designed to enhance program stability and effectiveness while building internal capacity.
Requirements
- Master’s degree in behavioral health, or related field
- 3-5 years of previous experience in similar role
- Experience supporting program operations, training, quality, or compliance activities
- Strong organizational, communication, and problem-solving skills
- Must have the ability to access different community locations for meetings and sessions which may include. Walker sites and community-based locations.
- Strong computer skills.
- Excellent oral and written communication skills.
- Strong customer service skills
- Ability to meet deadlines and follow through with multiple projects simultaneously.
- Ability to respond to and follow through with requests professionally.
- Must be able to sit at workstation for prolonged periods of time, consistent with OSHA requirements.
- Ability to lift, pull, or push up to 10 lbs.
- Successfully complete all background check suitability requirements
- Must have reliable transportation with ability to travel to different locations
Nice To Haves
- Independent clinical licensure (LICSW, LMHC, or LMFT in Massachusetts) with ability to provide clinical supervision toward licensure
- 5 years of previous experience in similar role
- Experience in community-based behavioral health settings
- Familiarity with EHR systems, quality improvement processes, and regulatory standards
- 2–3+ years of management or supervisory experience in behavioral health or human services
- Demonstrated experience in quality assurance, compliance, program operations, or systems improvement
- Proven ability to lead cross-program initiatives during periods of change or operational strain
- Bilingual capabilities are preferred, but not required
Responsibilities
- Support implementation and ongoing use of quality assurance and improvement processes across programs
- Assist Program Directors in maintaining consistent quality monitoring practices, tools, and documentation standards
- Support completion of utilization review and preparation for audits, monitoring reviews, and site visits
- Help coordinate and support onboarding and training efforts across programs
- Assist with development and maintenance of training materials and resources
- Support implementation of clinical models, evidence-based practices, and consultation approaches
- Partner with internal training and performance improvement teams as needed
- Support programs in maintaining compliance with licensure, accreditation, and contract requirements
- Assist with organizing materials and processes during high-demand compliance periods
- Assist with cross-program problem-solving related to workflows, service delivery, and staffing patterns
- Support use and consistency of electronic health records and related workflows
- Help maintain data accuracy and support use of data for program improvement
- Provide short-term operational or supervisory support during staff transitions, vacancies, or leave coverage
- Partner with Program Directors and billing/finance staff to support documentation and billing practices
- Help identify workflow inefficiencies
- Support collection and review of program feedback (staff, families, partners)
- Work collaboratively with Program Directors while respecting program-level leadership and decision-making
- Participate in division meetings and contribute to discussions on operations, quality, and capacity
- Attend supervision, staff meetings, and required trainings
- Follow all agency policies and procedures
- Represent the organization in a professional manner
- Participate in agency initiatives and committees as appropriate
- All other duties as assigned
Benefits
- Make a Difference Every Day—and Gain Skills You Can Use for Life
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What This Job Offers
Job Type
Full-time
Career Level
Manager
