Business Operations Director – One Hope United,

Position Summary

The Operations Director strengthens organizational performance across programs and shared services by driving operational discipline, financial stewardship, and consistent execution. This role leads budgeting processes, builds and monitors key performance indicators (KPIs), manages cross‑functional projects and initiatives, and ensures the development and adoption of clear processes, SOPs, and training. The Operations Director partners closely with Programs/LOS, Finance, HR, Quality, and Compliance leaders to ensure OHU delivers high‑quality, efficient, and mission‑aligned services across all locations.

Key Responsibilities

Budget & Financial Stewardship

Lead annual budgeting and forecasting processes for assigned programs and operational areas.
Monitor monthly financial performance, analyze variances, and partner with Finance and Program leadership to implement corrective actions.
Develop cost‑efficiency strategies and resource-allocation models to support sustainable service delivery.
Ensure operational decisions are grounded in financial discipline and long‑term viability.

Project Management & Implementation

Lead cross‑functional projects from initiation through execution, ensuring timelines, deliverables, and outcomes are met.
Develop project plans, communication strategies, and risk mitigation approaches for operational and programmatic initiatives.
Support implementation of new programs, contracts, technologies, and service models, ensuring readiness across people, process, and systems.
Serve as a central point of coordination for enterprise initiatives requiring multi‑department collaboration.

Metrics, KPIs & Performance Management

Define, track, and report on KPIs that measure program performance, operational efficiency, and compliance.
Build dashboards and scorecards that translate data into actionable insights for leaders and frontline teams.
Partner with Quality and Compliance to ensure metrics reflect regulatory requirements and accreditation standards.
Facilitate performance reviews and continuous improvement cycles using data‑driven methodologies.

Process Optimization & Operational Excellence

Map, evaluate, and redesign workflows to improve efficiency, consistency, and service quality.
Identify bottlenecks, redundancies, and compliance risks, and implement solutions that strengthen organizational performance.
Introduce continuous improvement practices (Lean, Six Sigma, or similar) to drive measurable results.
Ensure operational practices align with OHU’s mission, values, and trauma‑informed approach.

Standard Operating Procedures (SOPs) & Governance

Develop, document, and maintain SOPs for key operational processes across programs and support functions.
Establish governance routines to ensure SOP adoption, version control, and compliance with regulatory and contractual requirements.
Partner with Quality and Compliance to ensure SOPs support audit readiness and reduce operational risk.

Training & Capability Building

Develop and deliver training programs that support SOP adoption, operational consistency, and staff readiness.
Partner with HR, Program, and Quality teams to ensure training content is accurate, accessible, and aligned with regulatory requirements.
Build leaders' and staff's capabilities in areas such as operational execution, project management, data literacy, and process improvement.
Monitor training effectiveness and adjust content based on performance trends, feedback, and compliance findings.

Qualifications

Bachelor’s degree required; Master’s degree in Business, Public Administration, Social Services, or related field preferred.
7+ years of experience in operations, project management, or organizational leadership, ideally within human services, nonprofit, or regulated environments.
Demonstrated success in budget management, KPI development, and operational performance improvement.
Strong project management skills with experience leading cross‑functional initiatives.
Proven ability to design and implement processes, SOPs, governance structures, and training programs.
Excellent communication, analytical thinking, and relationship‑building skills.
Commitment to OHU’s mission, values, and trauma‑informed, client‑centered service philosophy.

Core Competencies:

Financial Acumen — ability to understand, interpret, and apply financial data to make sound strategic business decisions
Operational discipline — drives clarity, structure, and accountability.
Data‑driven decision‑making — uses metrics to guide priorities and actions.
Strategic execution — turns ideas into sustainable, repeatable practices.
Cross‑functional leadership — collaborates effectively across programs and support teams.
Continuous improvement mindset — seeks efficiency, quality, and innovation.
Change management — leads teams through transitions with clarity and empathy.
Training and development — builds capability and confidence across the organization.

We Invest in You!

Tuition assistance up to $2500 per year
Up to 4 weeks paid Vacation Days, up to 6 paid Personal Days, up to 5 paid Sick days annually, and a Mental Health Day.
Medical, dental, vision, 403b Retirement, flexible spending accounts, and health savings account.
Agency paid life and ADD up to $50K based on salary
Multiple Voluntary Supplemental plans for Employee, Spouse, and Child(ren)
Voluntary Legal Plans and Pet Insurance.
The agency paid long-term disability and short-term disability.
Career ladders, professional development, and promotion opportunities

A Different Kind Of Employer

One Hope United is strong and ready to grow. Are you ready to grow with us?

800+ talented professionals strong, serving 10,000 children and families in Illinois and Florida
Fiscally stable, $70 Million agency- strong since 1895
Energetic leadership and a rich community of support

One Hope United does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law. One Hope United is an Equal Opportunity Employer and a Drug-Free Workplace. OHU participates in eVerify.

One Hope United

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