Operations Manager

Core Duties and Responsibilities

• Solely responsible for all center maintenance, operational readiness, organization, and supply management needs.
• Conduct daily walk-throughs to identify and address safety, cleanliness, maintenance, and operational concerns.
• Maintain a consistently clean, organized, and tour-ready center aligned with operational standards.
• Manage cleaning tasks, restocking, vendor coordination, and work order management in accordance with company approval guidelines.
• Complete opening and closing procedures, including schedule adjustments or early arrivals as needed for weather or other operational demands.
• Participate in leadership and team meetings.
• Attend professional development training (in-person, virtual, or recorded) and complete related assignments and compliance trainings by assigned deadlines.
• Achieve assigned Key Performance Indicators (KPIs): RBT retention/turnover, RBT utilization, session conversions, center supplies budget.
• Serve as the primary point of contact with clients, families and visitors and maintain professional communication in compliance with HIPAA regulations.
• Conduct center tours for new or prospective client/caregivers in the absence of the Center Director.
• Ensure timely communication with caregivers for day-of client matters.
• Maintain consistent communication with the Center Director regarding any escalations or concerns.
• Conduct Emergency and Safety Procedures training for all new employees.
• Provide direct supervision to R/BT team members, including monitoring adherence to operational expectations, company policies, and handbook standards, while providing coaching, feedback, and support related to performance and professionalism.
• Assist with interactive interviews and support the selection process for prospective RBT candidates as needed.
• Conduct performance reviews in collaboration with the Center Director and Clinical Supervisor.
• Conduct corrective action for non-clinical performance and policy-related issues in collaboration with the Center Director.
• Lead Scorecard and reliability notifications.
• Conduct training compliance reviews and conversion audits.
• Maintain operational files and complete routine audits to ensure accuracy, compliance, and organization of records.
• Assist with client hygiene needs, including diaper changes, as needed.

Required Skills And Competencies

• Ability to maintain quality, safety, and infection control standards.
• Strong communication skills with the ability to proactively, professionally, and effectively engage with clients, families, and team members across departments.
• Capable of responding quickly, calmly, and safely with mental acuity to emergency situations or other stressful situations.
• Proficient with Microsoft Office (e.g., Teams, Word, Excel, Outlook).
• Flexible and adaptable in a fast-paced, dynamic environment with shifting priorities and deadlines.
• Excellent time management and organizational skills with the ability to multitask, prioritize, meet deadlines, and maintain high-quality deliverables with attention to detail.
• Demonstrates professionalism in communication, timeliness, and preparation.
• Strong verbal and written communication and collaboration skills.

Education And Certifications

• High School Diploma or GED Equivalent, required.
• Bachelor’s degree strongly preferred.
• 2+ years overseeing daily operations.
• 2+ years providing excellent customer services.

Environmental Conditions/ Physical Requirements

• This role functions in both professional and clinical environments.
• Reliable transportation is required for travel to and from work and between therapy environments.
• May regularly lift, pull, push, and/or move up to 25 pounds and occasionally up to 50 pounds.
• Must be able to move quickly and kneel, bend, squat, crouch, twist, walk, sit, stand, and reach for extended periods.
• Must be able to respond quickly, including moving from a seated to a standing position during client elopement or other emergencies.
• Must be able to assess and respond to factors that may affect safety and security.
• Work hours and days may vary based on client and business needs.
• Evening, weekend, and overtime hours may be required as needed.
• Requires prolonged computer use and extended screen time throughout the workday.