Director Support Services- Wake Market

About the Role

The Director Support Services Operations provides operational leadership for non-clinical support functions in the assigned market within Advocate Health. This role is responsible for overseeing contracted leadership and teammates while ensuring seamless service delivery aligned with Advocate Health's standards, regulatory requirements and patient experience goals. Operating within a highly matrixed environment, the Director collaborates closely with market and area leaders and contract leadership to drive operational excellence, fiscal stewardship and continuous improvement across a large geographic area.

Major Responsibilities

• Provide operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within the assigned market, collaborating with Managers of Support Services to drive consistency, best practices, and operational synergies.
• Create and oversee service level agreements (SLAs), key performance indicators (KPIs), and quality metrics to ensure market-level performance targets are achieved; lead root cause analysis when performance gaps are identified.
• Serve as the primary operational liaison for contracted service line leadership in the assigned market, overseeing contract compliance and facilitating quarterly business reviews (QBRs) and service optimization initiatives.
• Foster a culture of accountability, engagement, service excellence, and safety, ensuring contracted leaders are properly trained and equipped to uphold Advocate Health standards.
• Operate effectively within a highly matrixed reporting structure, collaborating with clinical, facility, market, and area leadership to achieve financial and operational goals.
• Maintain and implement policies, procedures, and documentation aligned with Advocate Health guidelines, ensuring continuous readiness for regulatory surveys.
• Act as the primary point of escalation for service issues within assigned support service lines across the market.
• Select, coach, and develop leaders and teams by setting objectives aligned with organizational strategy; manage talent through performance management, succession planning, and professional development.
• Develop and recommend operating and capital budgets, control expenditures within approved objectives, and coordinate financial planning with contracted leadership as appropriate.
• Ensure adherence to the organization's Code of Ethical Conduct and confirm that all people practices and operational actions comply with applicable policies, regulations, and laws.

Requirements

• Bachelor's Degree in Business Administration, Healthcare Administration, or a related field.
• Seven (7) or more years of experience in a large healthcare environment in a management role.
• Three (3) or more years of experience leading large, highly matrixed teams.

Skills & Abilities

• Ability to lead large, diverse teams through influence in a complex organizational environment.
• Strong oral and written communication skills, including the ability to build effective teams and partnerships.
• Strong proficiency with computer word processing, scheduling tools, and accounting or financial spreadsheets.
• Demonstrated ability to lead and operate effectively within a highly matrixed organizational structure.
• Expert knowledge of facilities management and vendor management practices.
• Expert understanding of contractual employment and service-line relationships.

Pay & Schedule

• Pay Range: $63.45 - $95.20 per hour
• Full time, 40 hours per week
• Position requires regular travel and exposure to varying weather and road conditions.
• Work is primarily performed in a normal office environment.
• Operates equipment necessary to perform job duties.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
• Opportunity for annual increases based on performance
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions