Operations Manager

Operations Manager – Multi-Site ABA Therapy Provider

Position Overview

The Operations Manager will be responsible for overseeing daily operations across multiple ABA therapy clinics/facilities, ensuring consistent delivery of high-quality clinical and administrative services. This role is central to supporting the organization's mission to provide individualized, evidence-based therapy services to children and families. The Operations Manager will partner with clinical leadership, administrative teams, and executive management to drive operational excellence, workforce efficiency, and a culture of accountability, compliance, and compassion.

Key Responsibilities

Operational Leadership & Oversight

• Direct and manage day-to-day operations across multiple ABA clinic locations, ensuring consistency in service delivery, staffing, and client experience.

• Implement and monitor operational policies, SOPs, and workflows to optimize efficiency and quality.

• Track, analyze, and report operational metrics (e.g., utilization rates, staffing coverage, client growth, and retention).

Workforce Management

• Oversee hiring, onboarding, scheduling, and performance management of administrative and support staff.

• Partner with clinical leadership to align staff capacity with caseload demand.

• Provide coaching, mentorship, and leadership development to front-line supervisors and office managers.

• Develop workforce retention strategies and ensure positive, inclusive workplace culture across sites.

Client Experience & Service Excellence

• Ensure families receive timely communication, scheduling support, and a consistent high-quality experience across all offices.

• Partner with clinical leaders to address client concerns and resolve escalated issues.

• Monitor client onboarding and intake processes to reduce wait times and maximize engagement.

Regulatory Compliance & Quality Assurance

• Ensure all facilities operate in compliance with HIPAA, OSHA, payer, and state regulations.

• Oversee maintenance of accurate records, billing documentation, and credentialing files.

• Support internal audits and quality improvement initiatives.

Financial & Resource Management

• Collaborate with leadership to manage budgets, expenses, and resource allocation across multiple facilities.

• Support billing, collections, and revenue-cycle processes in partnership with finance teams.

• Identify and implement cost-savings initiatives without compromising quality.

Strategic Initiatives & Growth

• Support expansion initiatives by preparing new sites for operational readiness.

• Contribute to long-term planning, growth strategies, and service delivery enhancements.

• Build and maintain partnerships with referral sources, schools, and community organizations to strengthen brand presence.

Qualifications

• Bachelor's degree in business administration, Healthcare Administration, Psychology, or related field , technical degree acceptable, ( master's preferred).

• 5+ years of progressive operational management experience, preferably in healthcare, behavioral health, or multi-site service organizations.

• Demonstrated success managing multiple facilities or offices with large, diverse teams.

• Strong knowledge of healthcare compliance, payer requirements, and operational workflows (experience in ABA therapy, autism services, or behavioral health strongly preferred).

• Excellent leadership, communication, and organizational skills.

• Proficiency with EMR systems, scheduling platforms, and data-driven decision-making.

Core Competencies

• Leadership: Ability to inspire, mentor, and hold teams accountable across multiple sites.

• Operational Excellence: Skilled at process improvement, efficiency, and KPI-driven management.

• Client-Centered Mindset: Prioritizes family experience, service quality, and compassionate care.

• Collaboration: Works effectively with clinical, financial, and executive teams.

• Adaptability: Thrives in a dynamic, fast-growing organization with changing needs.

Reporting Structure

Reports to: Regional Director of Operations / COO /CEO (depending on organizational structure) Direct Reports: Office Managers, Administrative Coordinators, and Support Staff across assigned sites

Work Environment & Travel

R egular travel to each location on a weekly basis, depending on the needs of the business. Full-time, exempt position. Evening/weekend availability may be required to support urgent operational needs.