Director of Operations

Family Services of America Family Services of America (FSA) is a community-based behavioral health and child welfare organization headquartered in Fayetteville, NC. We operate multiple program lines, including foster care, therapeutic foster care, long-term foster care, outpatient therapy, and youth shelter services in Charlotte, NC. We serve families across Medicaid, TRICARE, and commercial insurance. We are in a phase of strategic growth and organizational transformation, and this position is the most critical hire in that process. ROLE This is a senior leadership position responsible for centralized operational oversight across all FSA programs. You will be the operational backbone of the organization the person who ensures every department is running, every compliance deadline is met, every staff member is accountable, and the CEO is freed to focus on strategy, partnerships, and expansion. You will provide program oversight across four service lines: Foster Care, Outpatient Therapy, Youth Shelter (Charlotte), and Long-Term Foster Care. You will manage multi-site operations between Fayetteville and Charlotte. This role reports directly to the CEO. KEY RESPONSIBILITIES Lead day-to-day operations across multiple programs and locations. Build and maintain KPI tracking, weekly scorecards, compliance deadlines, and performance dashboards. Support compliance with EHR requirements, federal grant standards, County and State contract oversight, documentation audits, and plans of correction. Manage hiring workflows, including job posting, screening, interviews, offers, onboarding, credentialing, and coordination with staffing partners. Coordinate communication and follow-through between clinical programs, billing, intake, recruitment, and administration. Supervise administrative and management staff, support performance reviews, and address performance concerns directly and professionally. Ensure office coverage, operational readiness, and multi-site coordination between Fayetteville and Charlotte. Required 5+ years of operations management in healthcare, behavioral health, social services, or a regulated environment Master’s degree in healthcare administration, business administration (MBA), social work (MSW), public administration (MPA), or a related field preferred Experience in foster care, child welfare, behavioral health, or social services agency operations Familiarity with Medicaid, TRICARE, and/or federally funded grant program requirements Background in Lean operations, process improvement, or value stream mapping Experience transitioning an organization from founder-led to management-led structure Track record building accountability systems, KPI dashboards, and performance review processes Experience managing HR functions: hiring, onboarding, credentialing, performance management Ability to manage across multiple departments and locations without losing follow-through Valid driver’s license and willingness to travel between Fayetteville and Charlotte, NC Preferred Experience in foster care, child welfare, or outpatient behavioral health operations Familiarity with Medicaid, TRICARE, and/or federally funded program requirements Experience with staffing agencies for workforce augmentation Background in Lean operations, process mapping, or continuous improvement Experience transitioning an organization from founder-led to management-led Work schedule and location Full-time, exempt position. Primary work location: Fayetteville, NC. On-site role with required travel to Charlotte, NC as needed. Benefits include: Paid time off (PTO) Paid holidays Health, Vision, and Life Insurance Mileage reimbursement for travel between Fayetteville and Charlotte Direct mentorship and partnership with the CEO in a growing, mission-driven organization #J-18808-Ljbffr Familiesofusa