Director of Operational Excellence – Strategy

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborate with the CEO to define annual operational goals, create a 2- to 3-year operational and technology strategy, and establish an organization-wide KPI framework.

• Convert strategic plans into actionable project frameworks with designated owners, milestones, deadlines, resources, and success metrics.

• Create monthly executive dashboards and facilitate regular leadership reporting.

• Assess organizational capacity, clarify roles, identify succession requirements, and develop scalable cross-functional processes.

• Spearhead change management efforts, communication, adoption, and staff engagement for significant operational initiatives.

• Oversee the implementation and optimization of Salesforce CRM, WorkMarket payment processes, Microsoft 365/SharePoint/Teams, and other authorized systems.

• Evaluate case management, learning management, project management, and automation solutions.

• Design integrated workflows for referral intake, provider onboarding, documentation, reporting, and administrative tasks.

• Manage vendor relationships, implementation timelines, staff training, user adoption, data governance, access controls, and return on investment assessments.

• Develop dashboards and automated reporting systems that prioritize privacy and security.

• Supervise the Operations Manager to ensure seamless administrative support, facilities management, procurement, vendor coordination, accounts-payable processes, and operational technology.

• Establish and maintain organization-wide standard operating procedures, process maps, service standards, and responsibility matrices.

• Standardize calendars, schedule updates, handoffs between departments, referral routing, and action tracking.

• Identify bottlenecks, implement process improvements, and assess timeliness, accuracy, and efficiency.

• Collaborate with finance and the CEO on budget management, spending oversight, forecasting inputs, and resource distribution.

• Set up leadership reporting, project evaluations, issue escalation procedures, and follow-up protocols.

• Maintain a centralized tracker for strategic initiatives.

• Mentor direct reports, conduct performance assessments, identify developmental needs, and foster cross-functional leadership capabilities.

• Address unresolved program, compliance, financial, or personnel risks.

• Assist with QA corrective measures while maintaining QA independence and ensuring oversight from clinical and residential directors.

• Prepare operational updates, KPI summaries, and implementation reports for review by the CEO and board.

• Support the CEO in strategic planning, committee activities, and communications with external stakeholders.

• Represent LEAP on sanctioned operational projects in collaboration with vendors, Regional Centers, and community partners.

⛳️ Requirements

• A Master’s degree from an accredited institution in Public Administration (MPA), Business Administration (MBA), Public Policy (MPP), Nonprofit Management, Organizational Leadership, Healthcare Administration (MHA), or a closely related field is required.

• Seven to ten years of progressively responsible experience in operations or organizational leadership, with a focus on cross-functional execution and team management.

• Proven experience in leading systems implementations, operational transformations, process enhancements, and change management initiatives.

• Strong project management, analytical, financial, and technological skills.

• Proficiency in CRM systems, Microsoft 365, dashboards, and workflow management tools.

• Excellent communication skills, ability to build trust, maintain confidentiality, and balance mission-driven services with operational efficiency.

• Experience in nonprofit, healthcare, disability services, or social services is preferred.

• Familiarity with California Regional Centers and Title 17 is desirable.

• Preferred certifications include Lean Six Sigma Green Belt, PMP, or formal training in organizational change management.

• Equivalent proven success in leading impactful process improvement initiatives is valued.

• Applicants must reside in California.

🏝️ Benefits

• Competitive benefits package; specific benefits and eligibility will be discussed during the recruitment process.

• Full-time, exempt employment.