Senior Director of Operations

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Signing bonus
• Training & development
• Tuition assistance
• Vision insurance

Department: Developmental Brain Injury Services (DBIS)

Headquarters: Holyoke, MA •
Full-Time
• Starting Salary: $76, (Based on Experience)

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 Service Net’s mission and performance goals.

• 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.

• 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…