Senior Director of Operations
Department: Developmental Brain Injury Services (DBIS)
Headquarters: Holyoke, MA
Full-Time
Starting Salary: $76,000-90,000 (Based on Experience)
About the Role
The Senior Director of Operations provides strategic and operational leadership for assigned regions and program areas within the DBIS Residential division. The Senior Director partners closely with the Vice President and collaborates with Directors of Operations, Quality, HR, Training, Finance, and other enterprise teams to strengthen system reliability, promote consistent practices, and support continuous improvement. This leader translates organizational strategy into execution within assigned programs, ensuring that people, processes, and resources are aligned to meet ServiceNet’s mission and performance goals.
Key Responsibilities
- Leadership & People Management
- Lead and support Directors of Operations through clear annual and quarterly priorities, regular supervision, structured performance reviews, and documented action plans.
- Maintain leadership stability within assigned regions by ensuring DOO vacancies are filled within timelines and new leaders complete onboarding and competency milestones.
- Promote a culture of accountability, high performance, and engagement.
- Partner with HR on staffing strategies, employee relations matters, performance management, recruitment needs, and workforce planning.
- Operational Excellence & Service Delivery
- Drive operational performance across assigned programs/regions by meeting service delivery, quality, safety, and timeliness expectations.
- Implement standardized workflows to improve consistency and reduce operational variability.
- Monitor incidents, risk indicators, and program quality; implement prevention and mitigation plans with measurable improvements.
- Maintain strong internal communication through structured meetings and timely documentation.
- Regulatory Compliance & Licensing
- Maintain regulatory readiness across assigned programs through compliance calendars, internal reviews, and timely closure of all licensing requirements, corrective actions, and cited items.
- Collaborate with Quality and enterprise teams to prepare for audits and support continuous compliance.
- Financial Stewardship
- Develop and manage budgets for assigned program areas in alignment with organizational timelines and targets.
- Monitor monthly financial performance; identify and correct variances.
- Reduce overtime and agency use; optimize staffing patterns and implement measurable cost-efficiency strategies.
- Workforce & Resource Management
- Align staff resources to service needs by approving staffing plans, monitoring utilization, and making strategic adjustments.
- Partner with HR and Training on leadership development and workforce capability building.
- Leading and coordinating ongoing DO training and professional development.
- Cross-Functional Collaboration
- Collaborate with Quality, Training, Finance, HR, and other enterprise departments to implement organizational initiatives on schedule.
- Maintain strong relationships with funders, partners, and internal stakeholders, ensuring timely communication and follow-through.
- Strategic Planning & Data-Driven Decision Making
- Use operational dashboards and trend analyses to guide decision-making; document owners, timelines, and outcomes.
- Identify system gaps and lead operational improvements across assigned regions.
- Ensure strategic goals cascade effectively through the DOOs in assigned areas.
- Additional Responsibilities
- Perform additional duties as assigned, completing deliverables within established timelines and quality expectations.
- Maintain reliable attendance and model professionalism, integrity, and positive communication.
Qualifications
- Required
- Bachelor’s degree, preferably in business/public administration, management/operations, or related field.
- Minimum 5–7 years of progressive leadership experience.
- Demonstrated multi-site leadership, regulatory compliance oversight, and budget management experience.
- Ability to use data to drive decisions and improve outcomes.
- Strong communication, coaching, organizational, and problem-solving skills.
- Proficiency with using information systems to extract meaningful information, e.g. use dashboards, and reporting tools.
- Preferred
- Master’s degree, preferably in business/public administration, management/operations, or related field.
- Experience navigating complex, highly regulated environments.
- Experience implementing operational improvements or cross-functional initiatives.
- Lean, Six Sigma, or continuous improvement training.
- Physical Requirements:
- Regular travel to multiple program sites; requires a valid driver’s license and reliable transportation.
- Ability to remain in a stationary position for extended periods and perform computer-based work.
- Ability to move throughout residential program environments, including navigating stairs, tight spaces, and varying physical conditions.
- Ability to lift or carry up to 25 pounds occasionally.
- Ability to respond to onsite emergencies or urgent program needs that may require quick physical movement.
- Ability to participate in agency-required safety trainings (e.g., CPR/First Aid, crisis intervention, fire drills).
- Flexibility to work occasional evenings or weekends based on operational needs.
Benefits:
- Generous PTO (time-off) package.
- Comprehensive health and dental insurance plans.
- Life insurance and long-term disability insurance.
- 403(b) retirement plan.
- Tuition remission for eligible classes.
- Public Service Loan Forgiveness (PSLF) eligibility and tuition assistance.
- Opportunities for career development and advancement.
- And much more
About ServiceNet
ServiceNet is a compassionate non-profit organization that helps individuals facing challenges such as mental illness, developmental disabilities, brain injuries, homelessness, and substance use issues. With our dedicated staff members, we work together to make a meaningful difference in the lives of others.
Join Us
Join us and become part of a caring community that helps others find joy and purpose. Apply today.
Learn more about ServiceNet https://www.servicenet.org/ ServiceNet is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
ServiceNet is a non-profit agency supporting people with mental health challenges, developmental disabilities, brain injuries, homelessness, and more. We offer great benefits, room to grow, and plenty of rewarding opportunities. We’d love for you to join us!
At ServiceNet, you will make a real difference. Whether you’re working in residential direct care, clinical care, peer support, or other valuable roles, you’ll be part of a compassionate team dedicated to supporting our community.
And with over 3,000 employees and over 100 programs across western Massachusetts, we’re confident there’s a role that’s the right fit for you.
