Description

The Senior Director of Business Operations leads internal operations for CSD's Program Impact (PI) Division, serving as the operational and organizational backbone across Education, Workforce Development, Teaching Kitchen Academy (TKA), and Business Development. This role owns division-wide systems, reporting, staffing, budgeting, and cross-program coordination, ensuring that all PI units operate efficiently, deliver contractual and organizational expectations, and align with CSD's overarching mission.

Reporting directly to the Vice President of Program Impact, the Senior Director oversees the Director of Employment Services, Learning Innovation Manager, and Education and Product Development Manager, and is accountable for the internal infrastructure (systems, processes, people, and data) that allows each program to run smoothly and scale effectively. A central focus of this role is providing direct operational support to the Director of Business Development, ensuring the business development function has the systems, data, and coordination it needs to grow revenue and partnerships. This individual builds and maintains centralized operating rhythms, drives internal alignment across units, and creates the feedback loops and reporting discipline that let PI leadership make informed, timely decisions.

Serves as the senior operations leader for Program Impact, directly overseeing the Director of Employment Services, Learning Innovation Manager, and Education and Program Development Manager, and ensuring consistent management, accountability, and performance standards across Education, Workforce Development, TKA, and Business Development.
Serves as the primary operational partner to the Director of Business Development, providing dedicated support on pipeline systems, reporting, proposal coordination, and cross-functional execution to help drive revenue growth and partnership development for Program Impact.
Develops and maintains centralized project management systems, dashboards, and reporting cadences that give PI leadership visibility into staffing, program performance, operational risks, and key performance indicators across all units.
Builds and manages internal business operations systems and tracking tools (budgets, workplans, staffing rosters, and program calendars) to support consistent execution across Program Impact units.
Oversees internal operational pipelines including intake and onboarding processes, workflow coordination, resource allocation, and process optimization across all Program Impact programs to drive operational efficiency.
Prepares monthly and quarterly operational performance reports, including staffing and capacity analysis, budget-to-actual tracking, program delivery metrics, and risk assessments, synthesizing data into actionable insights for Program Impact leadership.
Coordinates internal communications and change management across Program Impact, working closely with unit leaders and support functions (HR, Finance, IT, CS) to ensure consistent rollout of new initiatives, policies, and tools.
Acts as the primary internal operations liaison for all PI units, managing cross-departmental requests, streamlining communication, and supporting the execution of division-wide initiatives.
Manages comprehensive data collection, tracking, and analysis for program outcomes and operational metrics, establishing baseline performance indicators and supporting articulation of program value internally and to CSD leadership.
Oversees Universal Design and accessibility review processes, ensuring all internal and client-facing materials, processes, and documentation meet accessibility standards and reflect Program Impact's commitment to quality and inclusion.
Coordinates quality assurance and compliance activities across grants, contracts, and other funded initiatives, ensuring internal processes support accurate reporting, timely submissions, and adherence to funder and organizational requirements.
Oversees internal data collection and reporting processes to ensure accuracy, completeness, and alignment with funder and organizational requirements, partnering with program teams to support stewardship and performance tracking.
Facilitates cross-functional collaboration between PI programs, identifying opportunities for operational integration, resource sharing, and streamlined workflows to improve efficiency and organizational readiness.
Leads internal partnership and service-integration efforts between Program Impact units, identifying opportunities for shared operations, bundled internal resources, and integrated workflows that expand organizational capacity.
Coordinates staffing, onboarding, and internal introductions for Program Impact teams, including the Employment Services team, with relevant internal stakeholders and support functions.
Supports the VP of PI with strategic internal initiatives focused on organizational readiness, including staff development coordination, internal stakeholder alignment, and operational visibility activities that support division goals.
Serves as operations liaison coordinating with IT, Finance, HR, Legal, Creative Services and other divisions to support seamless implementation of internal processes, budgeting, staffing actions, and policy execution for Program Impact.
Performs other duties as assigned to support operational excellence, staff development, process improvement, and organizational effectiveness of Program Impact, including new program operationalization and internal innovation initiatives.
Responsible for coordinating and maintaining organization-wide Basecamp reporting processes on a weekly basis to ensure timely, accurate, and consistent data collection across all programs and departments. Monitors reporting compliance, reviews submissions for accuracy and completeness, follows up on missing or inconsistent information, and compiles data for organizational impact measurement and reporting.
Other duties as assigned.

Requirements

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

Demonstrated success in internal operations leadership, staff management, and organizational process design, ideally in the nonprofit, education, or workforce sectors.
Strong understanding of budgeting, workforce planning, and internal process optimization.
Excellent interpersonal, written, and presentation communication skills.
Proven ability to lead and develop staff, including managers, across multiple program areas.
Ability to navigate cross-functional collaboration, build internal alignment, and manage competing priorities.
Experience with project management and reporting platforms (e.g., Basecamp, MS Teams, SharePoint) and familiarity with CRM systems such as Salesforce.
Ability to apply data-driven insights to support operational strategy, resource planning, and program improvement.
Strong commitment to accessibility, equity, and the Deaf and Hard of Hearing community.
Proficiency in American Sign Language (ASL) required or willingness to learn.

Qualifications

Bachelor's degree in Business Administration, Organizational Leadership, or a related field or equivalent combination of education and experience. PMP Certificate preferred.
At least 5 years of experience in operations management, business operations, or organizational leadership, preferably in mission-driven or service-focused organizations, including experience managing managers.
Knowledge of Deaf culture and accessibility best practices is strongly preferred.

Communication Service for the Deaf (CSD) Jobs

Senior Director of Business Operations, Program Impact