Regional Director, Hope Lodge

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 Regional Director, Hope Lodge Operations holds a key leadership position within the American Cancer Society (ACS), overseeing the operational strategy and execution of multiple Hope Lodges within a designated region. Reporting directly to the Vice President of Hope Lodge, the Regional Director provides strategic guidance, operational oversight, and leadership to ensure the delivery of exceptional hospitality, support services, and accommodations to cancer patients and their caregivers across diverse communities. By fostering collaboration, innovation, and continuous improvement, the Regional Director plays a crucial role in advancing the mission and impact of Hope Lodge operations.

This is a 100% remote role. Ideal candidate will sit in ACS's Northeast region:
Connecticut, Delaware, Maine, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, or Vermont.

MAJOR RESPONSIBILITIES

• Strategic Leadership: Develop and implement strategic initiatives to align Hope Lodge operations with the mission and goals of the American Cancer Society, driving organizational growth and impact.

• Operational Oversight: Provide strategic guidance and operational oversight to General Managers of 8-10 Hope Lodges within the region, ensuring compliance with organizational standards, ACS regulations, and quality benchmarks.

• Performance Management: Monitor and evaluate the performance of each Hope Lodge within the region, providing feedback, guidance, and support to optimize operational efficiency, guest satisfaction, and financial performance.

• Financial Management: Collaborate with General Managers to develop and monitor financial budgets, forecasts, and expenditures, identifying opportunities for cost savings, revenue generation, and resource allocation.

• Guest Satisfaction: Handle elevated Guest concerns & complaints, implement strategic solutions to reduce concerns and complaints from reoccurring.

• Staff Development: Offer mentorship, coaching, and professional development opportunities to General Managers and operational staff members, fostering a culture of leadership, excellence, and continuous improvement.

• Community Engagement: Coach and Support General Managers in achieving high participation in community engagement programming.

• Quality Assurance: Ensure the delivery of high-quality hospitality services, support programs, and accommodations to cancer patients and their caregivers, maintaining service excellence and guest satisfaction.

• Strategic Planning: Collaborate with regional and senior leadership teams to develop strategic plans, initiatives, and objectives for Hope Lodge operations, contributing to the overall success of the American Cancer Society's mission.

• Compliance Oversight: Ensure compliance with organizational policies, procedures, and requirements, addressing any issues or concerns related to legal, safety, or ethical standards.

• Subject Matter Expert: Support overall Hope Lodge Operations by becoming subject Matter Expert on Hope Lodge Operational systems (HMS, Salesforce, IContract, etc.)

FORMAL KNOWLEDGE

• Bachelor’s degree in business administration, Healthcare Administration, Hospitality Management, or related field. Can be supplemented with experience in multi-site operational management in a hospitality, healthcare, or non-profit setting.

• Minimum of 3-5 years of progressive leadership experience in operations management, preferably in hospitality, healthcare, or nonprofit sectors, with at least 2 years in a management role.

SPECIALIZED TRAINING OR KNOWLEDGE

• Strong leadership, communication, and interpersonal skills, with the ability to inspire, motivate, and influence others to achieve organizational goals.

• Proven track record of strategic planning, operational management, and financial oversight in a multi-site environment, with a focus on service excellence and continuous improvement.

• Knowledge of industry trends, regulations, and best practices related to operations management, hospitality services, and patient support programs.

• Demonstrated ability to build and