Director of Operations

SECU Family House on the Richard J. Reynolds, III & Marie M. Reynolds Campus provides affordable lodging and support services in a caring environment for referred adult patients and/or their caregivers who travel to Winston‑Salem, N.C. for medical treatment.

SECU Family House is a 45-room hospitality house serving adult patients and their caregivers. As the only facility of its kind in the Triad, we provide affordable lodging, meals, transportation assistance, and compassionate support to approximately 6,000 guests each year. By removing barriers to access and creating a welcoming home away from home, we help families remain together throughout a medical journey.

The Director of Operations serves as the Executive Director’s strategic operational partner. This position provides leadership and oversight for facilities, volunteer engagement, operational systems, financial management, performance management, risk management, compliance, healthcare partnerships, and continuous improvement initiatives. The Director of Operations translates organizational strategy into measurable operational results and ensures that systems, people, and resources are aligned to support exceptional guest experiences and sustainable organizational growth.

The DO directly supervises the Operations Manager, Facilities Manager, and Finance Manager.

• Provide strategic leadership for guest services, finance, facilities, housekeeping, safety, referrals, and operational support functions.
• Build a culture of accountability, continuous improvement, hospitality and service excellence.
• Develop annual operational goals and key performance indicators.
• Supervise and develop operational department leaders and establish clear performance expectations.
• Serve as staff liaison to the Services and Facilities Committee and Finance Committee.

• Design, implement, and continuously improve policies, procedures, workflows, and standard operating procedures.
• Develop and monitor key performance indicators and operational dashboards.
• Evaluate operational technology, data systems and automation opportunities.
• Identify new operational opportunities that increase access to care and organizational sustainability, including Medicaid reimbursement opportunities, healthcare system lodging partnerships, institutional payment arrangements, and other mission-aligned revenue opportunities.
• Support operational planning for future program expansion and increased service capacity

• Ensure financial controls and cash handling policies are in place and communicated to staff.
• Negotiate and oversee all contracts related to facility maintenance.
• Develop operational and capital budgets in partnership with the Executive Director.
• Monitor budget performance, cash flow trends, operational expenses, and financial controls.
• Review monthly financial statements and provide meaningful analysis to leadership and board committees.
• Monitor operational spending and vendor contracts.
• Maintain the capital replacement schedule and update as needed to maintain the physical building, including furniture, fixtures, equipment, building and landscaping.
• Prepare board and committee reports related to operational performance and trends.
• Oversee and maintain statistical and guest experience data as it pertains to the occupancy, revenue, average rate, payments, referral, source, diagnosis, patient and caregiver outcomes, and other criteria as determined by the Executive Director.
• Develop vendor relationships to help meet the needs of the SECU Family House and solicit donations to offset operating expenses whenever possible.
• Be the point of contact and communication with HHN and…