Sr. Director, Operations of Program Management

Description

POSITION/BUSINESS TITLE: Sr. Director, Operations of Program Management

PROGRAM / DEPARTMENT: Program Management - Administration

REPORTS TO: Vice President, Program Management

CCSI SERVICE LINE: Program Management

LOCATION: On-Site, Syracuse (Rockwest), with some travel to Rochester

ABOUT CCSI: CCSI is a not-for-profit management services organization with a special focus in the area of behavioral health and human services. We help provider agencies, local and state government, and other not-for-profits deliver programs and services that improve health and quality of life for the people they serve. Our administrative offices are in Rochester, and we work with customers and communities across New York State. Our customers are our partners, and we work hard to develop the longstanding, productive relationships needed to support high quality services.

CCSI’s culture is one that values integrity, innovation, community connectedness, and exceptional customer service. We are committed to maintaining a diverse workforce, an inclusive environment, and efforts aimed toward dismantling structural racism. Our people make CCSI what it is and in turn, we strive to create a work environment that supports both personal and professional growth. We work hard and appreciate the importance of wellness through work/life integration.

ABOUT THE POSITION: The Senior Director, Program Management ensures the operationalization of strategies laid out by the Vice President, Program Management driving standardization, customer stewardship, and high-quality service delivery across service line. The Sr. Director, Program Management also serves as the primary program management leader overseeing program operations and business development in Onondaga County. The Sr. Director works closely with the VP to develop, nurture, and maintain productive and collaborative relationships with significant CCSI customers. The Sr. Director ensures that programs are operating in alignment with established goals and objectives, and provides direct oversight, guidance and leadership to senior-level CCSI program leaders, and other CCSI staff working within customer locations, to ensure effective program operations, staff performance and compliance with CCSI and customer requirements. The Sr. Director serves as a local resource, expert in program management, and conduit to growth and expansion within Onondaga County.

Requirements

Specific responsibilities include:

 Operational Standardization:

• Implements consistent processes and practices across all program management contracts and ensures that they are followed consistently with an eye toward helping to achieve important quality and efficiency goals.
• Identifies opportunities for process improvements and enhanced synergy.
• Actively communicates, implements, and reinforces expectations related to CCSI core business policies, processes, and workflows.

Customer Relationship Management:

• Develops and maintains strong relationships with customers, focusing on statewide and regional and programmatic priorities.
• Serves as the escalation point for Regional Directors and ensures seamless service delivery.
• Maintains a solid understanding of customers’ priorities and makes connections, as appropriate, to other CCSI service areas to meet emerging needs.
• Maintains a pulse on the political / regulatory climate and brings recommendations /insights to the Vice President, Program Management to assist in maintaining strategic positioning for CCSI.

Knowledge of Local Systems:

• Brings and maintains a deep understanding of New York State human service agencies, local government units, and providers.
• Brings and maintains a solid understanding of the landscape of human service agencies in and around Onondaga County.
• Is familiar with OMH, OASAS, and OPWDD regulations, funding structures, and programmatic outcomes.

Workforce Leadership:

• Coaches and mentors Regional Directors and Program Directors, fostering professional growth and alignment with organizational objectives.
• Participates in strategic and operational planning and discussions as requested.

Financial Oversight:

• Oversees service line budgets and ensures adherence to contractual agreements.
• Partners with the VP and CCSI’s Finance team to review operational budgets and monitor the overall financial performance for programs under their leadership.
• Manages contractual relationships with customers, including contract renewal negotiations.

Service L