Director of Services- North Carolina

Description

Position Description:

The Director of Services (DoS) is responsible for accelerating client success through the management of the Practice Managers and Clinical Directors in the assigned region. The Director of Services oversees the leadership and performance management of their direct reports, ensuring accountability for clinical quality, prescription fulfillment, ethical practice, and client progress. Partnering with the Director of Clinical Excellence (DCE) and the Clinical Training Team, the Director of Services drives client success by monitoring KPIs and center-specific data, developing and executing targeted improvement plans. As a senior leader, the Director of Services upholds the organization’s core values, cultivating a culture of integrity, creativity, respect, teamwork, and excellence. The Director of Services is also responsible for developing and monitoring center performance and achievement. This role reports to the EVP of Operations.

Mission: Excellence in daily, sustainable, and consistent service delivery, adhering to our company standards and keeping client focus at the core.

Charter:

• Our work revolves around the client and their progress
• We create the culture in our centers that allows our team to thrive
• We create and run effective processes
• We find, build, and develop a great team within our centers
• We create strong relationships with our client parents, external providers, and communities
• We are accountable for all aspects of our centers’ success and growth

Key Responsibilities:

• Lead Practice Managers and Clinical Directors within the region, maintaining accountability for key operational and clinical metrics.
• Partner with the assigned DCE and Clinical Training Team to achieve excellence in clinical outcomes and team development.
• Ensure client programming in the region is ethical, appropriately individualized, and delivered with integrity.
• Develop and execute strategic plans for the region, focusing on client lifecycle, regional growth, staffing ratios, and KPI management.
• Monitor and report on the effectiveness and sustainability of operations, supporting optimal delivery of clinical care.
• Track progress on Key Performance Indicators (KPIs) and use data to drive individual and center-based action plans.
• Drive people development and engagement while cultivating a positive culture.
• Develop team members to build bench strength, foster employee growth, create career progression, and enhance retention.
• Ensure all processes are executed effectively and with integrity and in line with company standards.
• Coordinate workforce planning with the Talent Acquisition team.
• Establish performance metrics and personal development targets for team members.
• Ensure timely completion of documentation and reporting in accordance with guidelines.
• Collaborate with the EVP and Finance team to create and manage annual budgets.
• Monitor financial performance and ensure cost-effective operations within the region.
• Collaborate across teams and functions in a matrixed setting to ensure alignment and effective execution of strategies.
• Communicate effectively with all stakeholders.
• Adhere to and emulate the company’s Core Values.
• Perform other duties as assigned.

Requirements

Job Requirements:

• Master's degree in Behavior Analysis or related field preferred.
• BCBA-D Certification preferred.
• Demonstrated expertise in regional management, preferably in a multi-site healthcare organization.
• Clinical expertise in early intervention, precision teaching, and problem behavior reduction.
• 3+ years of direct leadership experience with large teams.
• Strong organization, critical thinking, and problem-solving skills.
• Experience collaborating with cross-functional and multi-disciplinary teams.
• Excellent written and oral communication with colleagues, direct reports, and consumers.
• Adaptable player/coach mindset.
• Proficiency in coaching and mentoring with the ability to motivate and develop staff, set clear expectations, and ensure accountability.
• A team player who fosters a respectful, transparent, and collaborative work environment
• Strong analytical skills to study issues, identify trends, and formulate new ideas.
• Practices tact and diplomacy, is patient and can handle difficult conversations as required.
• Demonstrates perseverance and sees tasks through to completion; especially in the face of resistance or setbacks.
• Exceptional ability to optimize workflow and manage people, systems, procedures, and programs.
• Enjoys work