Director of Operations

Job Description

Job Description

Company Overview
For more than 60 years, the organization has been committed to serving individuals with disabilities, while earning a reputation as a trusted business partner to private commercial companies and federal and state government agencies.
As a social entrepreneur, Challenge Unlimited has grown its business services from a single custodial contract to over 50 service and production contracts. We deliver quality solutions in facility management, production services and staffing services. An authorized partner of the Illinois Department of Labor Apprenticeship Program and AbilityOne Program, Challenge Unlimited manages operations across eight states: Illinois, Missouri, Ohio, Wisconsin, South Carolina, Mississippi, Indiana,and Texas.

Summary 
Reporting to the EVP of Operations, the Director of Operations is responsible for overseeing work-related opportunities for people who have different abilities to work with integrated teams and receive work support and development as needed—achieving the highest level of independence possible. Ensures that assigned Operations sites’ management implements the mission, values, and strategies of the Company. Oversees Project Managers in providing janitorial, grounds, food service, shelf stocking, and warehouse services and fulfilling customer contract requirements according to each statement of work and per company policies and procedures. Prepares budget forecasts, negotiates customer contracts, and works with managers on maintaining budget control, quality control, and continuous improvement for customer satisfaction. Ensures client development through structured work programs that fulfill contract obligations. Leads team to meet/exceed expectations.

Schedule: Monday-Friday
Shift: Full-Time 
Hours: 8am-4:30pm + evenings, weekends, on-call as needed 
Salary : $80,000-$85,000 annually + Benefits 
Travel : 25% +
Location: Alton, Illinois 

Job Responsibilities 

Planning

• Promote the mission and core values of the company.
• Work with EVP-Operations to generate ideas and approaches to maximize growth and efficiency opportunities, internally and externally. Communicate a vision for how the division supports and furthers the Company’s mission, aligning systems, culture, and structure to ensure consistency and meet changing markets and/or community needs.
• Establish expectations and provide active oversight to enhance profitability, productivity, and efficiency throughout Operations. Integral in the development of cost packages, bid proposals, budgets, and negotiations on current and new business.

Performance Management 

• Lead and oversee assigned contracts’ management. Ensure work is performed in accordance with each contract’s statement of work and in compliance with Company policies and procedures, applicable laws and regulations, customer requirements, and quality and safety standards.
• Make and project estimates on revenue and expenses for future months and fiscal year.
• Monitor labor, supply, and equipment expenses and advise staff on meeting budgets 
• Provide operational and expense data for contract negotiations of renewal and new contracts
• Monitor operational metrics to measure personnel and productivity for lines of business using industry benchmarks and contract requirement standards to baseline expectations.
• Integrate innovative technologies, industry best practices that generate efficiencies in logistics, pricing, and quality.
• Review and update Standard Operating Procedures to ensure consistency in all aspects of service delivery.

Customer Satisfaction 

• Establish metrics to measure and manage customer expectations and ensure contract requirements are performed in accordance with the contract SOW and meet/exceed customer expectations.
• Deliver accurate and timely reporting and analysis on site key performance indicators and trends to Senior Management.
• Develop professional working partnerships with current and potential key contracting representatives, subcontractors, and vendors 
• Develop and establish appropriate communication methods, using routine and periodic meetings, proactive preparation, reporting and prompt response, and resolution of customer complaints.
• Monitor the results of various QC efforts and ensure all QC audits and safety documents are completed and on file for inspection. 

Client Development (Operations Work/Job Skills) 

• Monitor and ensure Operations services at assigned sites meet the needs of clients while fulfilling contract obligations.
• Ensure Supervisors and team leaders receive training and coaching on working with individuals with disabilities and apply those techniques in the workplace.
• Ensure supervisors work with clients to help them develop job skills and work/behavior skills which may help them achieve the highest level of independence possible.
• Periodically audit performance and development of clients 

Effective Team Leadership

• Leads high‑performing teams by placing individuals where they excel and ensures strong execution of SourceAmerica contracts with full AbilityOne compliance.
• Develop and empower top-notch leaders. 
• Supervises federal, state, and community site managers to ensure consistent operational performance, regulatory compliance, and quality standards across all locations. Brings extensive experience managing contracts on military installations and other government facilities, with proven ability to interpret contract requirements, coordinate with government stakeholders, and maintain full adherence to federal and state guidelines.
• Oversee contract requirements during emergencies or as needed for service contract compliance.
• Fulfill any manager/supervisor position during an absence. 
• Monitor and direct management staff to ensure work is performed according to the contract’s statement of work, company policies and procedures. 
• Encourage effective outcomes and accountability. 
• Plan, develop, organize, implement, direct, and evaluate Operations’ activities and performance; communicate job expectations; plan, monitor, and appraise job results; motivate, coach, and counsel employees; initiate, coordinate, and enforce systems, policies, and procedures; evaluate the Operations team for continual improvement, efficiency, and effectiveness; mentor and develop a team through training, problem resolution and performance evaluation, and build effective company culture that embodies our Company values to achieve optimum performance levels and achieve goals and objectives 
• Perform other related duties and assignments as required

Qualifications

• Education: Bachelor's Degree in business or related field. Will consider a minimum of 8 years of relevant/industry experience in lieu of a degree. 
• Experience : Minimum of 3+ years of relevant experience managing large service contracts (totaling $1M+), including customer service, planning, organizing, training, team supervision, budgeting, and maintaining quality control standards. Minimum of 5+ years of experience in contract development, pricing, and negotiations. Strong oral and written communication skills required. Experience supervising teams for 5+ years.
• Preferred: 5+ years Supervising a team; Prior work on military or other government contracts; SourceAmerica/AbilityOne experience; Experience working in an ISO 9001:2008 environment. 
• Certifications/Licenses: Preferred: Certified Professional Contract Manager (CPCM), Cleaning Industry Management Standards (CIMS), or Project Management (PMP) certifications
• Pre-Employment Tests and Computer Skills : Excel, Word
• Computer Skills : Proficient with Microsoft Excel, Word, PowerPoint and Outlook
• Background Checks : Must pass criminal background check, must pass various State and Federal registry checks, must pass DCFS Abuse and Neglect Tracking System check
• Driving: Must pass driving history check and Company policy criteria. Must maintain a valid driver's license and be 21 or older to drive. Company travel using personally insured vehicle is required.

Benefits 

• Life Insurance 
• Medical with Rx & Vision 
• Dental 
• Short-Term and Long-Term Disability 
• Supplemental Term Life 
• Paid Time Off: Holidays, Vacation, Personal Days and Sick Days 
• Funeral Leave 
• 401K 
• Mileage Reimbursement 

Physical Demands

• Sitting :Occasionally sitting in the normal course of office-sedentary type work
• Standing : Frequently standing, walking, bending, squatting, reaching, and twisting in the normal course of office-sedentary type work and for training workers
• Hearing, Speaking : Frequently listens and speaks with managers, clients, and employees to communicate instructions, exchange feedback, conduct meetings and communicate regarding contracts
• Seeing: Frequently visually alert to monitor employee and client actions, work with computer systems, documents, and reports to drive in the course of work
• Handling: Frequently using hands in typing, calculating, filing, phone and other office equipment use
• Movement : Occasionally bending, reaching, and twisting; occasionally climbing stairs and/or ladders squatting, and kneeling
• Lifting : Occasionally lifting, carrying, and pushing or pulling up to 10 pounds in the normal course of office work

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability or protected veteran status.

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