Head of Operations Management (m/w/d)

The Operations Director sets the tone for the entire center’s team member culture and family experience. This role is responsible for overseeing and managing all operational aspects within Centria Autism, including developing and managing schedules for Behavior Technicians, coordinating and overseeing assessments for clients, coordinating staffing activities, conducting center tours, and serving as a liaison with facility management to help maintain a clean and safe working environment. This role will partner with Clinical Leadership to support clinical outcomes, high quality care delivery, and to ultimately deliver growth. The Operations Director will lead Behavior Technicians by coordinating training and compliance needs, and issuing disciplinary action up to and including termination, and completing the offboarding process. The Operations Director will play a vital role in ensuring smooth operations and maintaining high-quality standards throughout the organization.

Develop and manage schedules for Behavior Technicians, ensuring optimal coverage and adherence to company policies and guidelines.

Coordinate staffing activities, including permanent staff allocation, substitution arrangements, and assigning multiple Behavior Technicians to clients as needed.

Assist with coordination of training and compliance needs.

Monitor Behavior Technician attendance and professionalism, in consultation with the Area Operations Director (AOD), and implement measures to maintain high performance standards.

Monitor and analyze center metrics to assess performance and identify areas for improvement.

Ensure adequate leadership coverage during all operating hours to maintain smooth operations and address any urgent issues.

Ensure smooth coordination of care for clients at clinical sites, including effective communication and collaboration with healthcare providers.

Actively participate in internal marketing initiatives, recognition programs, and Behavior Technician survey feedback, promoting a positive and engaging work culture.

Address and resolve issues related to paper document management, implementing efficient solutions to enhance accuracy and productivity.

Schedule and manage non-billable Behavior Technician hours and utilization of Behavior Technician hours to stay within budget.

Ensure the Operations Workflow Runs Smoothly by Coordinating with Other Departments and Families

Facilitate effective communication and handoff processes between the Onboarding and Intake Teams and the Operations Team for seamless transition and service initiation.

Coordinate community outreach activities to promote Centria’s services, establish partnerships, and generate leads.

Ensure ongoing engagement with clients, including before the start of services and/or while they are on hold, addressing their needs and concerns, and maintaining a high level of customer satisfaction.

Maintain Compliance Regulations

Enforce compliance with center policies and procedures, accreditation standards, and training requirements, addressing any violations and implementing corrective actions.

Ensure compliance with the dormant policy, manage offboarding processes for team members, and oversee the collection of iPads from departing team members.

Oversee Financial Processes

Oversee payroll and billing processes, ensuring accuracy, timeliness, and compliance with relevant regulations.

Take ownership of the profit and loss (P&L) statement, monitoring financial performance and implementing strategies for improvement.

Provide administrative triage and one-call resolution for authorization and coordination of benefits (COB) issues, resolving them promptly and accurately.

Oversee Facility Operations

Conduct center tours for prospective clients, providing information and showcasing the organization's services and facilities.

Serve as a liaison with facility management, ensuring effective communication and collaboration.

Ensure compliance with Occupational Safety and Health Administration (OSHA) requirements, implementing necessary protocols and training.

Ensure compliance with labor law poster requirements, displaying all necessary posters in visible locations.

Oversee the purchasing process for operational supplies, ensuring cost-effectiveness and adherence to procurement policies.

Manage iPad assets (ordering, inventory management, maintenance, etc.)

65,000 -75,000 plus bonus

Bachelor's degree or equivalent experience

Work Experience

2-5 years of experience in operations management or sales, prior management of a team required.

Equipment and Technology Requirements

Proficiency in Microsoft Suite (Word, Excel)

Proficiency in G Suite (Gmail, Drive, Docs, Sheets, Google Meet)

Ability to use computers and computer/software programs

Strong leadership skills with the ability to motivate and manage a diverse team.

In-depth knowledge of credentialing processes, HR practices, and compliance requirements.

Proven experience in managing budgets and financial performance.

Proficiency in using technology platforms and systems for operational management.

Availability for occasional travel as required.

Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.

This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status.