Chief Operating Officer

Description

Mission Statement: Inspired by the Franciscan Values of compassion, dignity and respect, we support individuals with diverse and unique abilities to achieve their highest quality of life, personal growth, and spiritual awareness.

Summary: The Chief Operating Officer (COO) serves as a key member of the executive leadership team and is responsible for providing strategic leadership, operational oversight, and organizational direction for the delivery of services across the organization. Reporting to the Chief Executive Officer, the COO ensures that operational programs are effectively managed, mission-focused, financially responsible, and aligned with the values and traditions of the Franciscan mission.

The COO provides leadership for a broad range of service areas ensuring the highest standards of quality, safety, compliance, and person-centered care are maintained across approximately 40 licensed long-term care and community-based facilities throughout Southeast Wisconsin and Northern Illinois and three-day program centers. Position resides at our headquarters in Jefferson, WI.

The successful candidate will be a collaborative and strategic leader who understands the complexities of human services, healthcare operations, and mission-driven organizations. The COO will inspire teams, strengthen operational excellence, and lead continuous improvement initiatives that enhance the lives of the individuals served.

Requirements

Required Competencies

Mission-Driven & Faith-Based Leadership: Demonstrates commitment to St. Coletta’s Code of Conduct and Franciscan Values while modeling servant leadership, integrity, compassion, stewardship, and respect for the dignity of every individual.

Strategic & Organizational Leadership: Ability to translate organizational strategy into action, lead continuous improvement initiatives, drive innovation, and strengthen policies, procedures, and operational effectiveness.

Operational Excellence & Business Acumen: Demonstrates the ability to oversee complex operations, evaluate organizational performance, manage resources effectively, and support financial sustainability through sound decision-making.

Collaborative Leadership & Relationship Building: Builds strong partnerships across departments, service lines, and external stakeholders while fostering collaboration, trust, and alignment toward shared goals.

Leadership Development & Talent Management: Develops high-performing leaders through coaching, mentoring, accountability, and succession planning.

Change Management & Problem Solving: Leads organizational change, responds effectively to complex challenges and crises, and implements innovative solutions that improve quality, safety, and service outcomes.

Financial & Data-Driven Decision Making: Understands budgeting processes, financial performance, and operational metrics; uses data and insights to guide priorities and achieve organizational goals.

Communication & Executive Presence: Demonstrates exceptional communication, interpersonal skills, and professional judgment when engaging employees, leadership teams, the Board, residents, clients, families, community partners, and regulatory agencies.

Regulatory, Quality & Risk Management: Maintains understanding of applicable regulations, compliance requirements, quality improvement practices, and risk management strategies.

Accountability, Integrity & Adaptability: Maintains confidentiality, demonstrates ethical decision-making, manages competing priorities effectively, and adapts to evolving organizational needs.

Essential Duties and Responsibilities

Include the following and other duties as assigned.

Executive Leadership

Serve as a strategic partner to the Chief Executive Officer in advancing the organization's mission, vision, values, and long-term strategic goals.

Model and promote the organization's faith-based mission, vision, and values in all aspects of leadership and decision-making.

Provide executive oversight of all operational departments, ensuring alignment with organizational priorities and financial sustainability.

Foster a culture of accountability, collaboration, innovation, and servant leadership throughout the organization.

Develop, mentor, and evaluate senior leaders while building leadership capacity and succession plans across the organization.

Lead organizational change initiatives that strengthen operations, improve outcomes, and support long-term growth.

Operational Management

Direct and oversee day-to-day operations across residential housing, day programs, transportation, maintenance & facilities, admissions, case management and nursing services.

Ensure operational consistency, quality, and service excellence across all programs.

Evaluate operational performance and implement best practices to improve efficiency, resident and client satisfaction, and organizational effectiveness.

Lead continuous quality improvement initiatives focused on operational excellence and exceptional customer experiences.

Ensure appropriate staffing models and operational resources are in place to meet organizational objectives.

Financial Stewardship

Partner with the Chief Financial Officer to develop and manage annual operating and capital budgets.

Monitor financial performance, labor productivity, occupancy, census, and operational expenses to ensure long-term sustainability.

Support capital planning, facility improvements, and long-range financial strategies.

Quality, Compliance & Risk Management

Ensure compliance with all applicable federal, state, and local regulations, including CMS, Wisconsin DHS, Illinois DHS, HUD, and other governing agencies, as applicable.

Maintain survey readiness and oversee quality assurance and regulatory compliance activities.

Lead organizational risk management, emergency preparedness, and business continuity planning.

Promote a culture of safety, accountability, and continuous regulatory readiness.

Strategic Planning & Organizational Growth

Lead implementation of the strategic plan’s operational priorities.

Identify opportunities for organizational growth and program development.

Evaluate industry trends, emerging regulations, and best practices to position the organization for future success.

Collaborate with executive leadership to develop innovative solutions that enhance operational performance and community impact.

Leadership & Workforce Development

Recruit, develop, mentor, and retain high-performing leaders across the organization.

Promote employee engagement, accountability, professional development, and leadership succession.

Partner with Human Resources to strengthen workforce planning, talent acquisition, leadership development, and employee retention.

Foster a positive workplace culture that reflects the organization's mission, values, and commitment to excellence.

Community & Stakeholder Engagement

Build and maintain collaborative relationships with residents, tenants, families, healthcare providers, community organizations, government agencies, donors, and strategic partners.

Represent the organization professionally within the community and at industry meetings and events.

Support the Chief Executive Officer and Board of Directors by providing operational updates, recommendations, and performance reports.

Serve as an ambassador for the organization, strengthening its reputation and advancing its mission throughout the communities it serves.

Performance & Continuous Improvement

Utilize data and analytics to drive informed decision-making and organizational improvements.

Hold leaders accountable for achieving departmental and organizational goals through regular performance reviews and outcome measurement.

Champion a culture of continuous improvement by identifying opportunities to enhance efficiency, innovation, quality, and organizational effectiveness.

Other Responsibilities

Maintain confidentiality and uphold the highest standards of ethical conduct and professional integrity.

Perform other duties and responsibilities as assigned by the Chief Executive Officer or Board of Directors that support the organization's mission and strategic objectives.

Required Qualifications

Bachelor's degree in Healthcare Administration, Business Administration, Human Services, Nursing, or a related field; Master's degree (MBA, MHA, or related discipline) strongly preferred.

Minimum of ten (10) years of progressive executive leadership experience in healthcare, senior living, long-term care, rehabilitation, disability services, human services, or a related field.

Demonstrated success leading complex, multi-site operations with responsibility for financial performance, regulatory compliance, quality outcomes, and organizational growth.

Proven experience leading and developing executive and senior leadership teams while fostering a culture of accountability, collaboration, and continuous improvement.

Strong financial acumen, including experience developing and managing operating and capital budgets, labor management, and operational forecasting.

Demonstrated ability to lead strategic planning, organizational change, and process improvement initiatives.

Extensive knowledge of federal, state, and local regulations governing senior living, healthcare, rehabilitation, disability services, and affordable housing.

Experience using operational data, key performance indicators (KPIs), and analytics to drive organizational performance and informed decision-making.

Excellent communication, relationship-building, and conflict resolution skills with the ability to collaborate effectively with executive leadership, the Board of Directors, community partners, government agencies, and regulatory organizations.

Valid driver's license with the ability to travel regularly between locations.

Experience with HUD-assisted housing and affordable housing compliance preferred.

Experience in a mission-driven nonprofit organization preferred.

Supervisory Responsibilities: Supervises a current total of 7 direct reports – Residential Directors, Day Programs Director, Director of Nursing, Senior Director of Admissions & Case Management, Transportation Manager, Maintenance Manager, and Operations Clerk.

Qualifications: To perform this job successfully, an individual must be able to perform each and every essential duty in a very satisfactory manner. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Bachelor’s degree in Healthcare Administration, Business Administration, Human Services, Nursing, or related field required; Master’s degree preferred. Minimum of ten (10) years of progressive leadership experience in healthcare, long-term care, disability services, human services, or related fields required. Demonstrated experience leading complex operations, developing and implementing policies and procedures, driving quality improvement, managing organizational change, and developing high-performing teams. Experience with regulatory compliance, investigations, corrective action processes, and multi-site operations preferred. Ability to maintain a visible leadership presence throughout the organization and engage effectively with persons served, employees, families, and stakeholders.

Language Skills: Ability to read well and understand written documents and instructions in the English language. Ability to write well and clearly in English on all reports and correspondence. Ability to speak effectively before groups or employees or organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Reasoning Ability: Ability to solve problems with a variety of variables in situations where only limited standardization exists. Ability to understand and follow through on instructions furnished in either oral, written, or diagram form.

Computer Skills: Knowledge of Microsoft Office Suite Products, Internet, and email.

Certificates, Licenses, Registrations: Ability to complete and maintain all required training certifications in accordance with all organizational, County, State, and Federal regulations.

Driving Requirements: This position requires the employee to be able to drive for work purposes and they must maintain a valid driver’s license with an acceptable driving record. This position may require the use of the employee’s personal vehicle.

Other Qualifications: Knowledge about people with developmental disabilities and intellectual disabilities.

Physical Demands: The physical demands of this job are in the sedentary work range of strength factors in accordance with the U.S. Department of Labor and are representative of the physical functions that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, and touch; and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.