SVP, Patient Support Mission Operations

At the American Cancer Society, we're working to end cancer as we know it, for everyone. Our employees and 1.3 million volunteers are raising the bar every single day. We are a culture comprised of diverse backgrounds and experience, to better serve our communities. 

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

The SVP, Patient Support Mission Operations serves as the senior operational leader for all Patient and Caregiver Services, providing strategic and hands-on oversight of the systems, people, and processes that power ACS’s direct-service mission work.

This role is responsible for the full operational performance of both our brick-and-mortar facilities (including all Hope Lodge locations) and our national online service infrastructure (including the National Cancer Information Center), ensuring safe, efficient, and high-quality experiences for every patient and caregiver we serve.

As a core member of the Patient Support Pillar Senior Leadership Team, this role ensures that all facilities, programs, and service models are effectively maintained, mission-aligned, and positioned for excellence, sustainability, and scale.

This position will oversee 800 mostly non-exempt employees and has three direct reports: Vice President of Hope Lodge; Vice President of National Cancer Information Center; and Vice President, Access to Care Solutions.

*This is remote position*

ESSENTIAL FUNCTIONS:

• Collaborate with the Chief Patient Officer and the Patient Support Pillar Senior Leadership Team to define, operationalize, and evaluate strategic priorities that drive growth and long-term sustainability across all Patient Support programs and services.    30%
• Oversee the operations, maintenance, and performance of all 31 Hope Lodge facilities nationwide, ensuring the delivery of exceptional guest services, strong safety and compliance standards, and consistently high-quality patient and caregiver experiences.    20%
• Develop, refine, and uphold protocols, practices, and standards of excellence for Hope Lodge, NCIC, and all Access to Care Solutions programs to ensure consistency, safety, equity, and operational efficiency across the portfolio.    20%
• Lead the strategic direction, performance oversight, and continuous improvement of the National Cancer Information Center (NCIC), including call center responsiveness, service quality, user satisfaction, technology integration, and operational excellence.  20%
• Provide strategic and operational leadership for ACS’s Access to Care Solutions, including Road To Recovery volunteer recruitment and mobilization, transportation operations, and the Addressing Barriers to Care grants program, to ensure reliable, equitable, and scalable support for patients facing logistical and socioeconomic obstacles to treatment.     10%

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required: Bachelor's Degree
• Preferred Degree: Advanced degree in business, management, health facilities operations, or related field preferred. Master's Degree
• Years of experience:  Senior leader with at least 15 years of multi-site facility operations experience in a healthcare related field, with specific experience in managing large and geographically distributed teams that routinely interface with external stakeholder groups.

KNOWLEDGE, SKILLS, AND ABILITY:

• Ability to set strategic direction and translate mission priorities into operational execution while leading organizations through change, growth, and innovation.
• Expertise in budget development, forecasting, resource allocation, and financial stewardship for complex, multi-site operations.
• Strong operational planning, systems design, continuous improvement, and the ability to understand and manage interconnected environments across facilities, call centers, volunteer programs, and grant portfolios.
• Skill in using data, metrics, and performance insights to drive decision-making, accountability, and operational excellence.
• Deep understanding of patient and caregiver support models, care navigation needs, and barriers to care—including social determinants of health.
• Knowledge of multi-site facility operations, safety compliance, maintenance standards, hospitality/housing operations, and emergency response practices.
• Proven ability to lead, inspire, and develop distributed teams, including large groups of non-exempt employees, while cultivating a culture of safety, equity, compassion, and service excellence.
• Knowledge of call center technologies, telephon