Director of Operations

Job Description

Job Description:Wellness Grove is a mental health and wellness organization that’s empowering others one connection at a time and transforming the value of mental health and wellness in our communities. We’re looking for talented and career-driven professionals to join our team. Our work environment is diverse, family and wellness-oriented, fast-paced, challenging, and rewarding. If you’re looking for an opportunity for growth and development in your career, please send us your resume for consideration and review.Director of Operations Job SummaryWith a focus on operational excellence and a commitment to the human experience, Wellness Grove continues to strengthen the systems, people, and infrastructure that support the delivery of high-quality mental health and wellness services. As the organization continues to grow across multiple locations, we are seeking a strategic, forward-thinking, and highly capable Director of Operations to help lead the next phase of our operational development.Reporting to the Vice President of Operations, the Director of Operations will provide leadership, direction, and accountability for Wellness Grove’s Operations and Support functions. This role will be instrumental in strengthening departmental infrastructure, developing high-performing teams, improving operational consistency, and ensuring that systems, staffing, client-service processes, and workflows are positioned to support continued organizational growth.The Director will oversee and develop Operations personnel across multiple clinical locations. Responsibilities include workforce planning, hiring support, staffing and coverage oversight, coaching and mentoring, operational audits, quality assurance, client-service performance, process improvement, multi-site consistency, and cross-departmental collaboration.This position requires a leader who can think strategically while remaining connected to the realities of day-to-day operations. The successful candidate will use data, analytics, business insight, and sound judgment to identify trends, evaluate performance, solve complex operational challenges, and translate organizational priorities into sustainable systems and measurable outcomes. They must also be an effective communicator and people leader who understands how to develop teams, strengthen accountability, navigate change, and maintain a strong client-centered service culture.The ideal candidate brings an MBA, strong business and analytical acumen, demonstrated operational leadership experience, and a proactive, solutions-oriented mindset.This is an opportunity for an accomplished operations leader to make a meaningful organizational impact not simply by maintaining existing processes, but by strengthening the Operations function, developing people, improving systems, and helping position Wellness Grove for its next stage of growth.Learn more about us online at: To:Vice President of OperationsWorking Hours:Monday through Friday, 8am to 5pm ESTOur Hours of Operation:Monday through Friday, 7am to 9pm ESTSaturday, 9am to 5pm ESTBenefits of Working at Wellness Grove:At Wellness Grove, we believe meaningful work should be supported by opportunities to grow, contribute, and be recognized along the way. Our team members have access to benefits and opportunities designed to support both professional development and long-term success.Opportunities to Increase Compensation: Eligible team members may participate in incentive opportunities that provide the potential to earn beyond base compensation.\Career Growth & Advancement: As Wellness Grove continues to grow, team members have opportunities to expand their responsibilities and pursue leadership and advancement opportunities within the organization.Learning & Professional Development: We encourage continued growth by supporting team members in strengthening existing areas of expertise and developing new capabilities.\Recognition & Bonus Opportunities: We value meaningful contributions and provide opportunities for recognition and applicable performance-based or organizational bonus programs.Paid Time Off: Eligible full-time team members may receive up to two weeks of paid vacation/PTO, subject to applicable eligibility, proration, and organizational policy.A Note About Our Current Benefits StructureAt this time, Wellness Grove does not offer employer-sponsored health insurance or a 401(k) retirement plan. We believe in being transparent about our current benefits structure while continuing to invest in meaningful compensation, professional development, paid time away, recognition, incentive opportunities, and career advancement.As Wellness Grove continues to grow and evolve, we remain committed to periodically evaluating our benefits offerings and exploring opportunities to expand the ways we support our team members in the future.Required Education:Master of Business Administration (MBA) from an accredited institution.Required Experience & Expectations:Minimum of seven (7) years of progressive operations leadership or operations management experience, including responsibility for organizational performance, process improvement, and operational execution.Minimum of five (5) years of direct supervisory and people-management experience, including coaching, performance management, employee development, and accountability.Demonstrated experience leading teams, managing resources, and overseeing multi-site operations in a fast-paced, service-focused environment.Strong business acumen, analytical thinking, and problem-solving skills, with demonstrated ability to use data, KPIs, dashboards, and performance metrics to evaluate trends, develop recommendations, and drive continuous improvement.Proven experience with business operations, process improvement, project management, and execution of complex initiatives from planning through implementation and measurable completion.Demonstrated experience with workforce planning, staffing, scheduling, coverage management, recruitment participation, training, and employee development.Exceptional verbal and written communication, interpersonal, coaching, conflict-resolution, and relationship-management skills, with the ability to lead employees and collaborate effectively across departments and with diverse stakeholders.Demonstrated ability to manage multiple complex projects and competing priorities with strong organization, attention to detail, sound judgment, and follow-through.Highly proactive, adaptable, solutions-oriented, and results-driven, with demonstrated ability to lead through growth, change, and evolving organizational priorities.Advanced proficiency with Microsoft Office 365 and related business technologies, with the ability to effectively use systems and tools to support operational performance.Preferred Experience & Expectations: (not required)Healthcare, behavioral health, mental health, or other regulated service-industry operations experience strongly preferred.Familiarity with healthcare regulations, electronic health records, and client service best practices.Proven track record of successful process improvements and change management initiatives.Roles & Responsibilities:Strategic & Departmental LeadershipProvide strategic leadership and direction for Wellness Grove’s Operations and Support functions in alignment with organizational goals, standards, and long-term growth objectives.Partner with the Vice President of Operations to translate organizational priorities into effective systems, workflows, performance expectations, and measurable outcomes.Evaluate operational structures, anticipate emerging needs, and recommend sustainable solutions that strengthen efficiency, accountability, scalability, client service, and organizational effectiveness.Lead approved operational initiatives from planning through implementation, evaluation, and sustainability while maintaining accountability for departmental outcomes.Support Team Leadership, Coaching & DevelopmentLead, coach, mentor, and develop Medical Receptionists/Wellness Grove Support Representatives, the OperationsManager, when hired, and other applicable Operations personnel.Establish consistent expectations for performance, communication, professionalism, client service, accountability, and follow-through.Identify individual and team performance gaps and facilitate appropriate training, coaching, corrective action, and development in collaboration with Human Resources and applicable leadership.Promote cross-training, independent problem-solving, knowledge sharing, succession readiness, and a culture of professionalism, initiative, collaboration, and continuous improvement.Workforce Planning, Hiring, Scheduling & CoverageAssess staffing and coverage needs based on client volume, employee availability, facility needs, workload, business hours, and organizational growth.Partner with Human Resources and leadership in recruiting, interviewing, evaluating, selecting, onboarding, and integrating Operations and Support personnel.Maintain accountability for effective scheduling, availability management, site coverage, and contingency planning across Wellness Grove locations.Identify recurring staffing or coverage concerns and develop sustainable workforce solutions rather than relying on reactive adjustments.Multi-Site Operational LeadershipProvide operational leadership across Wellness Grove’s Corporate Office and clinical locations in Canton and Hudson.Maintain appropriate leadership visibility across sites to assess workflows, staffing, facility conditions, client-service needs, and operational performance.Ensure consistent implementation of operational policies, procedures, documentation standards, workflows, and service expectations across locations.Identify site-specific needs while maintaining appropriate standardization, communication, resources, and accountability throughout the Operations department.Client Experience & Service ExcellenceProvide leadership oversight for frontline client-service operations and ensure Support personnel deliver professional, responsive, compassionate, and efficient service.Evaluate and strengthen client-facing workflows, including scheduling, telephone communication, check-in/check-out, administrative follow-up, documentation, and service coordination.Identify trends in client concerns, complaints, or service barriers and implement appropriate corrective strategiesin collaboration with Clinical Leadership and other applicable departments.Ensure operational efficiency and organizational standards consistently support a high-quality client experience.Operational Audits & Quality AssuranceLead and oversee Operations and Support audits, quality-control reviews, workflow assessments, and other operational monitoring activities.Analyze findings to identify recurring errors, process failures, training needs, performance concerns, and systemic risks.Develop and monitor corrective action plans to ensure identified deficiencies are addressed and sustained improvement is achieved.Maintain appropriate documentation of audit findings, trends, corrective actions, and outcomes while promoting data integrity and adherence to organizational standards.Analytics, Performance Management & Process ImprovementDevelop and maintain meaningful operational metrics, dashboards, and performance indicators that provide leadership with visibility into departmental performance.Analyze operational data to identify trends, capacity concerns, risks, performance gaps, and opportunities for improvement.Translate data and business analysis into actionable recommendations related to staffing, resource utilization, workflows, service delivery, and organizational scalability.Lead evidence-based process improvements and evaluate whether implemented changes produce measurable gains in efficiency, accuracy, productivity, turnaround time, staff capacity, or client experience.Research and recommend appropriate technologies, tools, or operational practices that support sustainable organizational improvement.Cross-Departmental CollaborationCollaborate with the Vice President of Operations, executive leadership, Human Resources, Clinical Leadership, Billing, Credentialing, Information Technology, Facilities, and other departments to support effective organizational operations.Serve as an operational liaison for cross-functional initiatives, workflow concerns, and issue resolution.Establish clear ownership, expectations, responsibilities, and timelines when operational matters involve multiple departments.Communicate operational changes effectively while maintaining productive working relationships, accountability, and alignment across teams.Facilities & Operational ReadinessSupport the Vice President of Operations in maintaining safe, professional, organized, client-ready, and operationally effective facilities.Identify and coordinate resolution of facility concerns that may affect safety, security, client experience, staff productivity, or continuity of operations.Support operational planning associated with facility changes, growth, expansion, vendors, or service modifications.Compliance, Risk & Policy AdministrationPromote adherence to organizational policies, operational procedures, documentation standards, healthcare requirements, and applicable regulatory expectations.Identify operational risks, address matters within delegated authority, and appropriately escalate significant concerns.Ensure Operations personnel understand and consistently follow approved policies, procedures, and standards.Recommend policy or procedural revisions when operational needs have evolved and collaborate with Human Resources, Clinical Leadership, executive leadership, or other departments when matters involve employment, legal, regulatory, financial, safety, clinical, or organizational risk.Wellness Grove is licensed by Ohio Mental Health and Addiction Services and is Joint Commission Accredited.Wellness Grove, LLC is an Equal Opportunity Employer and Service Provider. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law. Applicants have rights under Federal Employment Laws.Wellness Grove does not employ anyone, whether as a W2 or 1099, that is under the age of eighteen.