Director of Operations

Department: Residential Services

Reports To: Senior Director or Vice President of Residential Services
Location: Greater Bridgewater Area

Hours: 40 per week
FLSA Status: Exempt

Who We Are:
BAMSI has been “bringing people and services together” since 1975. We are a mission-driven nonprofit organization providing critical residential and community-based services to individuals with intellectual and developmental disabilities across Massachusetts. Our Residential Services team is committed to person-centered care, safety, and quality of life for every individual we serve.

Why This Role Matters:

The Director of Residential Operations provides strategic and operational leadership across a portfolio of residential programs serving individuals with intellectual and developmental disabilities. This role is responsible for ensuring high-quality service delivery, regulatory compliance, workforce stability, financial oversight, and operational performance across assigned programs. The Director leads and develops Residential Program Managers and frontline leadership teams while driving consistency, accountability, and person-centered practices throughout residential operations.

What You'll Do:

Leadership & Operations

• Provide direct supervision, coaching, and leadership to Residential Managers and program leadership teams across assigned residential programs.
• Ensure programs operate in compliance with DDS, CARF, Medicaid, licensing, and BAMSI policies, procedures, and operational standards.
• Promote a culture of accountability, engagement, inclusion, and person-centered care across all assigned programs.
• Provide operational oversight related to staffing, scheduling, coverage planning, workforce stabilization, and vacancy management.
• Support Residential Managers in addressing staffing concerns, employee relations matters, performance improvement, and team development in collaboration with Human Resources.
• Provide interim operational leadership and crisis support during management vacancies, staffing shortages, or emergency situations.
• Participate in on-call rotation and provide leadership response for program emergencies, incidents, staffing escalations, and operational concerns.

Quality & Compliance

• Ensure quality assurance systems are maintained across programs, including documentation, treatment plans, ISP compliance, medication administration oversight, safety protocols, and incident management.
• Monitor program performance through audits, operational reviews, corrective action planning, and regulatory readiness activities.
• Ensure programs maintain compliance with all required trainings, certifications, and credentialing requirements, including CPR/First Aid, MAP, safety trainings, and behavior management certifications.
• Partner with Quality Assurance, Clinical, Nursing, and Human Rights teams to ensure services support the behavioral, medical, and clinical needs of individuals served.

Financial & Administrative Oversight

• Oversee program budgets, financial performance, overtime utilization, purchasing, and operational expenses across assigned programs.
• Review financial and operational reports regularly to identify trends, risks, staffing concerns, and opportunities for improved efficiency.
• Ensure administrative systems and operational processes are maintained in areas including payroll, electronic health records, scheduling systems, documentation compliance, and transportation coordination.
• Support operational planning related to admissions, discharges, transfers, program openings, and service transitions.

Workforce Development & Talent Management

• Lead hiring, onboarding, succession planning, and leadership development efforts for Residential Managers and program leadership staff.
• Foster employee engagement through coaching, recognition, mentorship, and professional development initiatives.
• Conduct regular supervision meetings and performance evaluations while ensuring leadership teams meet established performance expectations.
• Support recruitment and retention initiatives designed to strengthen workforce stability and reduce turnover across residential operations.

Community & Stakeholder Engagement

• Maintain positive relationships with individuals served, families, guardians, funding sources, external providers, and community stakeholders.
• Support programs in building inclusive community engagement opportunities and positive neighborhood relationships.
• Participate in agency committees, leadership meetings, and strategic operational initiatives as assigned.
• Perform other duties as assigned.

What We Offer:

• Competitive Compensation: A salary commensurate with your experience and expertise.
• Comprehensive Benefits: Full benefits package including generous PTO, health/dental/vision insurance, life insurance, and a 403(b) with company match.
• Leadership Impact: The opportunity to shape residential operations and drive meaningful change across multiple programs.
• Mission-Driven Culture: The satisfaction of knowing your leadership directly enhances the quality of life for individuals with intellectual and developmental disabilities.

What You Bring (Requirements):

• Education: Bachelor's degree in Human Services, Healthcare Administration, Social Work, Psychology, Business Administration, or related field required. Master's degree preferred. In lieu of a bachelor’s degree, substantial senior supervisory experience in human services may be considered.
• Experience: Minimum of 5–7 years of experience working within residential or human services operations supporting individuals with intellectual and developmental disabilities.
• Leadership Experience: Minimum of 3–5 years of progressive leadership experience supervising managers, multi-site operations, or residential programs.
• Financial Acumen: Experience managing program budgets, staffing operations, compliance standards, and workforce performance required.
• Regulatory Knowledge: Strong understanding of DDS regulations, CARF standards, person-centered supports, behavior management principles, and residential operations required.
• Requirements: Valid driver's license with acceptable driving history required.

Required Skills & Competencies:

• Strong operational leadership and organizational management skills
• Ability to lead through change and manage competing priorities in fast-paced environments
• Strong conflict resolution, coaching, and employee relations skills
• Knowledge of residential licensing, regulatory compliance, and quality assurance practices
• Financial management and budget oversight experience
• Strong communication, documentation, and interpersonal skills
• Ability to analyze operational trends and implement corrective actions
• Proficiency with Microsoft Office, scheduling systems, electronic health records, and workforce management systems
• Ability to build collaborative partnerships across departments and leadership teams
• Ability to respond effectively during emergencies and operational crises

Physical Requirements:

 The physical demands of this role may include supporting residential programs in environments requiring movement assistance, behavioral intervention support, emergency response, and active participation in program operations. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. The employee may be required to:

• Climb stairs
• Assist individuals with mobility and daily living activities
• Lift or support individuals as needed during emergency situations
• Drive agency vehicles, including passenger vans and wheelchair-accessible vehicles