Operations Manager

General Summary

The BY YOUR SIDE Operations Manager ensures a positive experience for prospective and current families by maintaining accurate, efficient communication and documentation with parents and clinical staff. This role provides day-to-day supervision of the Registered Behavior Technicians (RBTs) at assigned center(s), promotes fair and consistent employment practices, and supports the delivery of high-quality services. The Operations Manager also serves as the primary point of contact for center maintenance needs.

This is a full-time position on site Monday-Friday. Work hours and days may vary based on client and business needs. Evening, weekend, and on-call shifts may be required as needed. The Operations Manager is expected to report to the center as scheduled.

Why You’ll Love This Role

Career growth opportunities, immediate pay access, full health benefits package, pet insurance, 401K with company match, 28 days paid time off, professional development, and flexible scheduling.

Essential Functions, Duties & 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.
• Work within the center budget to control supply inventory and complete monthly and as-needed purchase orders.
• 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.
• Service 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.
• Uphold and adhere to YOUR SIDE’s core principles, policies, and procedures, including health, safety, and code of conduct.
• Perform other duties as assigned.

Flex Duties & Responsibilities

• Obtain and maintain active RBT certification through the BACB.
• Conduct onboarding check-ins for new hires.
• Facilitate, track, and monitor the RBT certification process and monthly supervision requirements to ensure all RBTs are active and in good standing.
• Facilitate all required components of New Hire RBT Training, including clinical and operational policies and procedures.
• Conduct Competency Assessments.

Required Skills & 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 & 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

• 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, 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.