Responsibilities

Essential Functions

• Provides leadership, coaching, and performance management to the Director, Clinical Operations team across all assigned states and regions
• Serves as a field clinical operations owner ensuring Directors and centers adopt new operating rhythms, clinical workflows, access-to-care standards, discharge controls, documentation expectations, and KPI routines in a consistent and sustainable way
• Owns enterprise-wide standardization, governance, and execution discipline for clinical operations playbooks, including Referral-to-Evaluation, Evaluation-to-Start-of-Care, BCBA Caseload, BCBA Utilization, BCBA Recruiting and Retention, RBT Recruiting and Retention, discharge management, documentation compliance, and center-level operating routines, ensuring consistent adoption across Directors, regions, and centers
• Directs the center playbook rollout sequence, setting deployment priorities and adjusting pace based on FTE gaps, center readiness, compliance risk, clinical quality indicators, and overall center KPI performance
• Accountable for enterprise-, state-, regional-, and center-level KPI cascade performance, aggregating results across regions, identifying root causes of variance, driving corrective action through Directors, and reporting progress, risks, and tradeoffs to the CCOO
• Partners with the CCOO and enterprise transformation leaders on readiness, change management, communication, stakeholder engagement, training, adoption, and sustainment plans for clinical operations workflow enhancements, restructuring efforts, and new or enhanced clinical service deployments
• Reviews and approves state/regional financial plans developed by Directors, escalating material variances to the CCOO
• Owns the field clinical operations operating cadence for assigned regions, including weekly KPI reviews, issue escalation, action planning, follow-through, and timely visibility to the CCOO on center-level risks, recovery plans, and decision needs
• Builds and maintains stakeholder engagement plans for clinical operations changes, ensuring Directors, center leaders, clinicians, and cross-functional partners understand the reason for change, their role in execution, and how success will be measured
• Coordinates cross-regional labor utilization, staff planning, BCBA and RBT capacity management, and FTE resource placement strategy to maximize clinical service coverage, improve access to care, and support census recovery
• Serves as the escalation point for regulatory, compliance, documentation, authorization, and clinical quality issues that cross state or regional boundaries, ensuring field issues are surfaced quickly and resolved with the appropriate enterprise owners
• Partners with Revenue Cycle, Payor Relations, Credentialing, and Clinical Quality on utilization management, authorization compliance, medical necessity documentation, reimbursement optimization, and payor KPI performance
• Represents field clinical operations in enterprise strategic planning, de novo center launches, new market entry, and acquisition integration
• Partners with the CCOO, Transformation, Human Resources, and Communications to develop clear field-facing messages that connect clinical operations changes to patient access, care quality, compliance, workforce stability, and center performance
• Coordinates with Human Resources, Recruiting, Credentialing, Clinical Quality Assurance, Talent Care, and Finance on enterprise workforce strategy, including hiring priorities, retention actions, credentialing readiness, compensation alignment, and labor planning
• Partners with Human Resources on organizational design, career ladders, and leadership development for clinical staff
• Coaches and develops leaders to strengthen ownership, accountability, conflict resolution, collaboration, and decision-making across clinical and operational priorities
• Leads escalation and response for significant clinical incidents or regulatory inquiries
• Leads patient discharge management discipline across assigned regions, including forecasting, surprise discharge controls, timely escalation of avoidable discharge risk, and implementation of corrective actions with Directors and cross-functional partners
• Champions evidence-based practice standards by ensuring field adoption of approved clinical standards, partnering with Clinical Quality on training curriculum, and reinforcing accountability for consistent implementation through Directors and center leadership
• Completes all assigned mandatory training modules
• Follows all state and federal laws, including HIPAA
• Maintains a clear criminal record

Competencies

• Strategic Leadership
• Clinical & Behavioral Expertise
• Business and Financial Acumen
• Change Management
• Regulatory and Compliance Knowledge
• Developing Others
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Communication
• Crisis Management
• Situational Leadership & Conflict Resolution

Key Performance Indicators (KPIs)

• Enterprise and assigned-region revenue, contribution margin, census, and budget performance against plan
• Enterprise-wide staff turnover (BCBA, RBT, Center Manager, Regional leaders, and Directors)
• Enterprise Client & Employee NPS
• Playbook adoption, compliance, and sustained implementation rate across assigned regions and centers
• Aggregate staffing adequacy (BCBA & RBT) and labor utilization across the portfolio
• Referral-to-Evaluation and Evaluation-to-Start-of-Care cycle time against enterprise, state, regional, and center targets
• BCBA caseload and utilization compliance, enterprise average
• Authorization/utilization approval rate and payor KPI compliance
• Clinical incident rate and center audit pass rate
• Patient discharge management performance, including forecast accuracy, avoidable discharge rate, surprise discharge rate, and execution of discharge controls to target
• Documentation compliance (core 4, session notes, etc.) and unique state-by-state payor requirements within the portfolio
• Change adoption and sustainment measures, including readiness completion, training completion, behavior adoption, operating cadence compliance, and post-implementation KPI improvement

Supervisory Responsibility
This position directly supervises Director, Clinical Operations roles across assigned states and regions and is accountable for their leadership effectiveness, performance management, succession readiness, hiring decisions, and consistent execution of enterprise operating standards.
Skills & Qualifications

Position Type/Expected Hours of Work
This is a full-time position. Hours of work are Monday through Friday.

Travel
This position requires up to 60% travel across assigned states and regions.

Required Education and Experience

• Bachelor's degree required
• Minimum of eight (8) years of progressive operations leadership experience, including multi-site or multi-state healthcare or human services operations
• Minimum of three (3) years leading leaders (managing Director- or Regional-level people leaders, not solely individual contributors)
• Demonstrated experience standardizing or scaling operating playbooks, KPI reporting, leadership routines, and change adoption across a multi-site organization
• Experience leading operational improvement, performance turnaround, or transformation work in a multi-site healthcare, behavioral health, or human services environment

Preferred Education and Experience

• MBA or other advanced degree
• Experience in ABA, autism services, pediatric healthcare, behavioral health operations, or other clinically regulated multi-site care delivery environments
• Demonstrated ability to lead through influence, build trust with field clinical teams, and hold leaders accountable while maintaining a patient- and family-centered orientation
• Proven ability to foster and expect cross-functional collaboration, build bridges among clinical, operational, and support teams, and drive shared ownership of outcomes
• Minimum of five (5) years in a senior management role
• Familiarity with BCBA supply-and-demand dynamics and behavioral health credentialing

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
This position requires frequent sitting, standing, speaking, and listening, along with the close vision needed to review reports and electronic records. Frequent travel to clinical centers requires the ability to walk, stand, and move through a clinical environment for extended periods.

Other Duties
Other duties, responsibilities, and activities may change at any time with or without notice.

Work Environment
This role operates in a combination of a professional office/remote environment and field-based clinical center environments across assigned states and regions.

Disclaimer
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.