Head of Operations & Business Management

Mission: Advancing community support and opportunities for people living with disabilitiesCore Values: We believe each person should:Be included, respected, and valued.Have ongoing information, experiences, and expectations from which to make choices.Have a variety of relationships.Live and participate in the communities of their choice.Have a career, dreams for the future, and make meaningful contributions.Position SummaryThe DMV Director of Operations serves as the senior leader responsible for operationalizing the SJCS DMV Strategic Plan, providing oversight of the DMV management team to ensure achievement of mission aligned outcomes, regulatory compliance, financial goals, and overall high-level performance across programs and services. This position functions as the operational extension of the State Director and provides leadership across residential, day support, community engagement, employment, behavioral health, transportation, and emerging service lines.This role requires a highly collaborative and solutions-oriented leader with strong experience in multi-site operations, crisis management, regulatory systems, workforce leadership, and program development within human services.Essential FunctionsOperational Leadership & Program OversightSupport the oversight and daily operations of SJCS DMV services including residential, day support, in-home support, employment, behavioral services, transportation, and other assigned programs.Assist the State Director in implementing operational strategies designed to improve quality outcomes, staffing stability, compliance performance, and fiscal sustainability.Provide direct supervision and leadership to Program Leaders, Directors, QDDPs, Residential Leadership Teams, Program Managers, Coordinators, and other assigned supervisory staff.Conduct regular supervision meetings, performance evaluations, coaching sessions, and operational reviews with assigned leadership staff.Ensure Program Leaders and Directors are effectively managing staffing, compliance, documentation, service delivery, and program performance expectations.Maintain strong visibility across programs through routine site visits, staff engagement, operational audits, and direct coaching.Respond to operational emergencies, staffing crises, licensing concerns, medical issues, behavioral escalations, and other urgent matters as needed.Serve as acting operational lead in the absence of the State Director.Compliance, Quality Assurance & Risk ManagementEnsure compliance with all applicable DBHDS, DMAS, DDS, CARF, Medicaid Waiver, labor, and organizational requirements.Monitor program performance indicators, audits, investigations, incident trends, medication concerns, staffing ratios, documentation standards, and corrective action plans.Assist with internal investigations, licensing reviews, mortality reviews, human rights concerns, abuse/neglect investigations, and quality improvement initiatives.Ensure all incidents are reported, documented, and followed up-on according to regulatory and SJCS standards.Support implementation of quality assurance systems and performance improvement plans across programs.Monitor the use of Therap and other systems to ensure documentation accuracy, billing readiness, compliance, and service integrity.Workforce Leadership & Staff DevelopmentAssist with recruitment, onboarding, retention, supervision, coaching, and performance management of leadership staff.Foster a culture of mission alignment, high performance, professionalism, transparency, and accountability.Support leadership development initiatives and succession planning efforts throughout DMV operations.Ensure training systems remain compliant with state and organizational requirements.Participate in disciplinary processes, corrective action planning, and performance evaluations as needed.Provide mentorship and operational guidance to emerging leaders and supervisory staff.Fiscal & Administrative ManagementSupport management of operational budgets, staffing allocations, overtime reduction strategies, and expense monitoring.Assist with identifying operational efficiencies and implementing cost containment strategies while maintaining service quality.Monitor staffing utilization, scheduling practices, vacancy management, and overtime trends.Collaborate with Finance, HR, Nursing, Quality Assurance, and other departments to support operational performance and organizational sustainability.Assist with service authorization oversight, utilization tracking, billing coordination, and program expansion opportunities.Partner & Community RelationsMaintain positive working relationships with individuals served, families, guardians, support coordinators, CSBs, regulatory agencies, contractors, vendors, and community partners.Participate in interdisciplinary meetings, state meetings, provider collaborations, and community initiatives.Support admissions, transitions, discharge planning, and program placement coordination.Represent SJCS professionally during meetings, audits, site visits, and external engagements.Strategic Initiatives & Organizational DevelopmentSupport implementation of strategic priorities and emerging service initiatives throughout the DMV region.Assist in the development and expansion of new services, partnerships, and operational models.Participate in strategic planning, operational restructuring, and organizational growth initiatives.Utilize data and operational metrics to support decision-making, program improvement, and long-term sustainability.Promote SJCS’s mission, vision, values, and commitment to person-centered services.Physical & Environmental ConditionsFrequent travel throughout Virginia and the DC Metro area required.Participation in on-call operational support rotation may be required.Ability to respond to emergencies outside traditional business hours as needed.Work environment includes office settings, residential programs, community locations, and program sites.Additional ExpectationsUphold SJCS mission, values, and ethical standards.Maintain confidentiality and professionalism.Successfully complete all required background checks and health requirements.Promote a culture of dignity, inclusion, safety, and accountability.Minimum QualificationsBachelor’s degree in Human Services in Social Work, Psychology, Public Administration, Healthcare Administration, or related field required.Minimum of 5 years of progressive leadership experience in human services, developmental disabilities, behavioral health, or related field.Minimum of 3 years supervising multi-site operations and leadership teams.Strong knowledge of DBHDS, DMAS, Medicaid Waiver services, licensing standards, incident management, and quality assurance systems.Experience managing operational crises, staffing challenges, compliance concerns, and regulatory oversight.Demonstrated experience in program development, staff leadership, operational systems, and strategic execution.Strong written communication, organizational, and problem-solving skills.Ability to manage multiple priorities in fast-paced and high-pressure environments.Preferred QualificationsExperience overseeing residential and community-based ID/DD services.Master’s degree preferred.Experience with CARF accreditation processes.Experience with Therap documentation systems.Experience managing budgets and operational performance metrics.Experience leading organizational change and quality improvement initiatives.St. John's Community Services is an Equal Opportunity Employer. St. John's Community Services does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other protected class.

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