Operations Program Manager - Kent

Operations Program Manager

Job Title: Operations Program Manager

Annual Salary: $80,168.40

Job Status: Full Time

Work Base: Kent, Washington

Helping You Live Life to the Fullest! SAILS Washington is dedicated to providing quality community-based support services for people of all ages and needs.

SAILS Washington is an innovative leader in delivering person-centered home and community-based services to individuals with intellectual and developmental disabilities. Our mission is to provide world class person-centered services, supports and advocacy for individuals in positive and life-enriching environments.

SAILS Washington takes a zero tolerance stance on abuse and neglect. Any allegations will be reported to the proper authorities. We are committed to the health and safety of the individuals we support. Our employees share a passion for making a positive impact in the lives of others. We are looking for individuals who share our mission, vision, and core values.

All applicants are subject to a background check. Once a conditional offer is made and a background check has been completed, if SAILS Washington is concerned about a conviction that is directly related to the job, we reserve the right to withdraw the offer of employment.

Benefits we provide:

• Medical, vision and dental insurance
• Voluntary short-term and long-term disability
• Employee assistance program (EAP)
• Company paid basic life insurance & ADD plus voluntary life insurance
• Accrued paid time off
• Unlimited peer referral program
• Working advantage employee discount program
• Health savings account (HSA)
• Flexible savings account (FSA)
• 401(k)
• Capella university discount

The operations program manager serves as a key member of the residential services leadership team and acts as a primary support to site supervisors across multiple residential programs. This position is responsible for promoting operational consistency, accountability, leadership development, employee engagement, and quality service delivery.

The operations program manager partners closely with site supervisors to provide coaching, mentorship, problem-solving support, staffing guidance, and compliance oversight. This role requires a highly organized, creative, flexible, and collaborative leader who can effectively balance operational needs, employee development, and person-centered service delivery.

The ideal candidate possesses strong communication skills, leadership experience, and a commitment to supporting individuals with intellectual and developmental disabilities while fostering a culture of accountability, consistency, innovation, and continuous improvement.

Essential Duties and Responsibilities

Site supervisor oversight

• Provide direct coaching, mentorship, and operational support to site supervisors.
• Promote consistency in program operations, documentation practices, communication standards, and staff performance expectations.
• Conduct regular check-ins with site supervisors to identify barriers, provide guidance, and support problem resolution.
• Assist site supervisors in developing action plans to address staffing, performance, compliance, and operational concerns.
• Support leadership development and succession planning within residential programs.
• Serve as a resource for conflict resolution and employee relations concerns.
• Foster a culture of accountability, professionalism, and collaboration.

Staffing & program oversight

• Collaborate with site supervisors to manage and review master schedules for efficiency and compliance.
• Fill in and provide coverage for programs without assigned site supervisors or when site supervisors are out on leave.
• Serve as a resource for managing and minimizing overtime, and coordinating peer coaching for new hires.
• Assist in coordination of ISS funding utilization and reporting.
• Provide on-call support and respond to program needs during staffing shortages or emergencies.
• Review and organize on-call notes for the client care team. Communicates with crisis on-call managers to follow up on any concerns noted in the notes.
• Serve as on-call support as required.
• Ensure all employees operate and or manage within fair labor practices, company policies/procedures and all applicable industry regulations.
• Serve as a member of the agency's management team.
• Other duties as assigned.

Recruitment & onboarding

• Partner with HR and leadership to recruit qualified candidates for DSP and site supervisor roles.
• Lead onboarding for new staff, ensuring orientation is complete and aligned with organizational standards.
• Track training milestones and coordinate required training within established timelines (30-day, 120-day benchmarks, etc.)
• Work with the training team to ensure that training is in compliance with staff within their branch.

Training & development

• Facilitate peer coaching for new employees and help develop a strong internal mentorship culture.
• Support site supervisors with training implementation and monitoring staff development progress.
• Conduct and or monitor training for all staff in least restrictive techniques, behavior management, active treatment, client rights, prevention of abuse / neglect, documentation / data collection, emergency procedures and other areas as needed.
• Promote continuous learning and act as a training liaison for state-mandated programs.

Administrative & compliance responsibilities

• Review and ensure compliance with monthly payroll reports including staff hours and mileage.
• Maintain strong working knowledge of Washington administrative codes (WACs), DSHS policies, and other regulatory standards.
• Ensure residential programs are in compliance with all local, state, and federal regulations.
• Participate in internal audits, external monitoring, and quality assurance activities.
• Attend client care team weekly.

Team & client support

• Attend and contribute to team meetings, staffing discussions, and client planning meetings.
• Communicate and coordinate with external agencies and community partners to support client services.
• Model person-centered thinking and ensure clients are treated with dignity and respect at all times.
• Actively promote client inclusion and empowerment within their homes and community.

Mission, vision, & values alignment

• Model and promote organizational values: lead by example in demonstrating the organization's commitment to person-centered care, respect, dignity, and empowerment of all individuals served.
• Advance the mission: actively contribute to creating inclusive communities where individuals with intellectual and developmental disabilities thrive by promoting meaningful engagement and full participation in home and community life.
• Cultural leadership: foster a culture of compassion, professionalism, and accountability among team members.
• Strategic collaboration: partner with internal and external stakeholders to further agency goals related to quality care, innovation, and continuous improvement.
• Champion person-centered practices: ensure that individual goals, choices, and preferences are at the forefront of care planning and service delivery.

Preferred skills

• Ability to identify potential areas of compliance vulnerability and risk, assists in developing/implementing corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future.
• Knowledge of EHR system (currently using Therap)
• Experience with medications and medical information for vulnerable populations.
• Ability to act as an independent review and evaluation body to ensure that compliance issues/concerns within the organization are being appropriately evaluated, investigated and resolved.
• Ability to build great working relationships with employees and communicate effectively.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to calculate figures and amounts. Knowledge of computer spreadsheet programs, word processing software, and the ability to learn new programs effectively.

Work environment

• Half of the work environment for this position is a fast paced work environment that requires multitasking, working under pressure, self-directed and frequent interruptions.
• Half of the work is done in the field, including driving to client's homes in multiple counties and cities.
• Must be able to lift and/or transfer a minimum of 50 pounds.
• Frequently required to talk and hear. Quiet to moderate noise level in work environment.
• Often required to sit for long periods of time, use hands and fingers to handle documents.
• While performing the essential functions of this job, the employee will be exposed to clients who may ask inappropriate personal questions, display socially unacceptable behaviors, use profanity and sexually explicit phrases, make insulting remarks or threats