Director of Operations

Playabilities for Sensational Kids is a dynamic, multi-disciplinary pediatric clinic specializing in occupational, physical, and speech therapy. We provide personalized, innovative, and client-centered therapy services to children with neurodevelopmental disabilities, including developmental delays, autism, and sensory processing disorders. Through engaging, play-based therapy, our team fosters growth, confidence, and independence, ensuring that every child receives the support they need to thrive. At Playabilities, we believe in doing better—for children, families, and the future of therapy. Our journey began with a simple but powerful idea: to break down the barriers that prevent children from receiving the services they need and deserve. We are committed to creating a world where therapy isn’t limited by funding or structure but driven by possibility and passion. Your Role: Under the leadership of the Vice President of Operations (VP), the Director of Operations will provide strategic direction and direct oversight of intake and scheduling operations while leading organization-wide initiatives focused on systems optimization, process improvement, technology and artificial intelligence, and operational excellence. As a member of Playabilities' Leadership Team, the Director will collaborate with fellow leaders to advance organizational priorities, contribute to strategic decision-making, and drive accountability for shared goals. This individual will lead and develop high-performing teams, use data to drive informed decision-making, and manage cross-functional projects and organizational change, ensuring initiatives are successfully implemented, adopted, and sustained. The ideal candidate is an accountable and inspiring leader who enjoys solving complex challenges, developing people, improving processes, and translating strategic priorities into measurable results. Core Areas of Ownership: Lead, coach, and develop direct reports within the intake and scheduling function, fostering a culture of accountability, collaboration, continuous improvement, and alignment with Playabilities' core values. Establish clear performance expectations, provide regular feedback, address performance concerns, and support professional growth and development. Build a team capable of independently solving problems, identifying improvement opportunities, and consistently delivering a high-quality employee and client experience. Strategic Direction and Oversight of Intake and Scheduling Provide strategic oversight of intake and scheduling operations, ensuring alignment with organizational priorities, performance expectations, and the client experience. Own intake and scheduling workflows and family communication standards, ensuring an efficient, responsive experience for families that supports plans of care and complies with applicable regulations. Build and maintain clinic capacity models that align therapist availability, treatment space, and demand across locations and disciplines, in partnership with clinical leadership. Partner with clinical and financial leadership to identify opportunities to improve scheduling utilization, client retention, operational efficiency, and access to care. Data Management and Reporting Own the operational reporting framework, ensuring leadership has timely, accurate, actionable data to support decision-making. Establish, monitor, and analyze operational KPIs related to intake, scheduling, capacity, productivity, and client experience, identifying trends and opportunities for improvement. Present regular performance insights and actionable recommendations to Executive and Leadership teams, highlighting progress, risks, and opportunities. Partner with department leaders to improve data quality, reporting, and use of operational data in decision-making. Process Improvement & Change Management Evaluate cross-departmental processes and lead improvement initiatives from planning through implementation, establishing clear objectives, timelines, accountability, and measurable outcomes. Identify opportunities to improve integration and workflow efficiency across systems such as Microsoft SharePoint and Teams, Raintree, and our Human Resources Information System (HRIS), partnering with internal teams and vendors to implement sustainable solutions. Maintain clear, current standard operating procedures, monitor process adherence and outcomes, and address gaps through training, workflow redesign, accountability, or system changes. Lead organizational change through effective communication, stakeholder engagement, and training, ensuring improvements are successfully adopted and sustained across departments. Artificial Intelligence and Technology Innovation Lead the ongoing development, implementation, and optimization of Playabilities’ artificial intelligence ecosystem, identifying opportunities to integrate AI-enabled workflows, tools, automations, and assistants that improve efficiency, decision-making, and the employee or client experience. Partner with department leaders and end users to prioritize AI opportunities, lead the development, testing, and refinement of solutions, and continually evaluate their effectiveness through adoption, accuracy, time savings, user feedback, and measurable operational impact. Collaborate with IT, Compliance, and organizational leadership to evaluate emerging AI capabilities, maintain and continually improve existing solutions, and ensure appropriate safeguards related to HIPAA, privacy, security, and responsible use. HIPAA and Compliance Oversight Serve as the organization's designated HIPAA Privacy and Compliance Officer, overseeing the development, implementation, and ongoing adherence to HIPAA policies, procedures, and applicable regulatory requirements. Coordinate annual HIPAA Security Risk Assessments in partnership with IT and organizational leadership, and monitor ongoing compliance through audits, employee training, incident reporting, and corrective action plans. Lead the investigation and resolution of potential HIPAA incidents and breaches, and oversee Playabilities' HIPAA and Compliance Committee to ensure appropriate risk mitigation, organizational accountability, and follow-through on identified priorities.

DIRECT REPORTS:

Client Coordinators, Client Intake Lead

EDUCATION:

Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field preferred. Equivalent combinations of education and relevant leadership experience will be considered.

EXPERIENCE & QUALIFICATIONS:

Minimum of four years of progressive people leadership experience, with demonstrated success managing direct reports, developing team members, addressing performance challenges, and building a culture of ownership and accountability. Demonstrated success leading operational improvements, cross-functional projects, and organizational change from planning through implementation and sustained adoption. Strong analytical skills and business acumen, with experience developing and interpreting operational performance metrics, identifying trends, and translating data into actionable recommendations. Hands‑on experience using business intelligence and reporting tools, such as Power BI, Tableau, Domo, Yellowfin, or similar platforms, to analyze data, develop meaningful reports, and support operational decision-making. Demonstrated ability to evaluate, optimize, and implement technology and operational systems to improve organizational efficiency and performance. Demonstrated experience leveraging AI tools, automation, or emerging technologies to improve business processes, with the ability to evaluate opportunities and lead practical implementation. Experience in healthcare operations, preferably outpatient therapy or another multidisciplinary healthcare environment, is preferred.

CORE COMPETENCIES & PREFERRED CERTIFICATIONS:

Exceptional interpersonal, communication, and presentation skills, with the ability to influence, coach, and collaborate effectively across all levels of the organization. Strong organizational skills, attention to detail, and the ability to independently prioritize competing responsibilities while maintaining focus on strategic objectives. Sound judgment, critical thinking, and problem-solving skills, with the ability to navigate complex challenges and make informed decisions. Ability to lead with accountability, provide constructive feedback, navigate difficult conversations, and build productive relationships across multidisciplinary teams. Proficiency with Microsoft 365 and demonstrated ability to quickly learn, evaluate, and optimize new software systems and technologies. Lean, Six Sigma, Project Management Professional (PMP), or comparable process improvement or project management certifications preferred.

WORK ENVIRONMENT

Work Setting: Primarily an office-based leadership position within a pediatric outpatient therapy environment, involving regular interaction with employees, clinical teams, families, and organizational leadership. Travel Requirements: Regular travel between Playabilities' clinic locations is expected to support operational oversight, team leadership, and organizational initiatives. Occasional travel to conferences, professional development events, or other business-related activities may be required, including overnight stays. Workplace Conditions: Exposure to the typical activity, noise, and interruptions associated with a pediatric outpatient therapy environment. #J-18808-Ljbffr Playabilities Pediatric Therapy Clinic