Senior Director of Program Operations
Job Summary
The Senior Director of Program Operations leads the divisional team responsible for connecting program sites to the administrative, financial, and organizational resources they need to deliver mission effectively, and for building the program development capacity that helps sites grow. The role holds strategy and authority for program development, case management standards, training, and the shared tools that support consistent service delivery across the Division.
Essential Duties And Responsibilities
Capacity Leadership and Divisional Authority
Establishes the policies, procedures, and processes required for the function to meet its objectives and provide consistent, reliable support to program sites.
Builds and maintains the standards, case management frameworks, and shared tools that enable consistent program delivery at the divisional, regional, and site levels.
Anticipates and responds to changes in the social services program environment and positions functions to adapt accordingly.
Ensures every active program site has a clear point of contact for administrative support and program development.
Program Development and Site Support
Holds division-wide program development capability, including training, case management standards, and shared tools, and ensures these resources are available to all program sites.
Builds local and regional program development capacity, equipping Regional Operations Coordinators, program directors, and site personnel with the frameworks, training, and tools needed to design, launch, and strengthen programs within their areas.
Develops and maintains shared program resources, tools, and protocols that standardize service delivery while allowing for appropriate local adaptation.
Supports program sites in developing and scaling programs that are grounded in community need, aligned with divisional priorities, and structured for sustainable delivery.
Cross-Departmental Coordination
Serves as the primary point of coordination with Advancement for field outcomes, program narratives, and impact stories, ensuring information from program sites reaches Advancement in accurate and timely form to support donor and funder storytelling.
Coordinates with Business Administration to ensure the financial infrastructure supporting program delivery, including cost allocation, procurement, and resource planning, is accessible for program sites.
Coordinates with Congregational Life and Ministry to integrate pastoral care, spiritual formation, and ministry programming with program delivery at every level of the department.
Builds and maintains the infrastructure that enables regional coordinators to serve as the primary connector between program sites and divisional departments.
Capacity Building and Field Support
Ensures the team provides site personnel with practical tools, technical assistance, and training that meet the realities of field operations.
Develops training curricula and minimum competency standards for program delivery, case management, and site-level administrative functions at every level of the department.
Ensures ongoing consultation, technical assistance, and training is provided to Program Directors, program staff, and other personnel.
Maintains matrix relationships with Regional Operations Coordinators, ensuring divisional standards are translated into practical support at the regional and site levels.
People and Culture
Provides leadership, supervision, and development for staff responsible for delivering Program Operations at the divisional level and through matrix relationships with regional teams.
Ensures positions are staffed with individuals who can carry out objectives in an environment characterized by clear vision, effective communication, teamwork, and ongoing professional growth.
Fosters a culture of accountability, continuous improvement, and collaboration across the function and with partner departments.
Acts as a representative of The Salvation Army and its mission in all internal and external relationships.
Minimum Knowledge, Skills, And Abilities
Education: Master’s degree in social work, public administration, nonprofit management, human services, or a related field from an accredited institution is required.
Experience: Minimum of seven years of progressively responsible experience in program development, program management, or social services administration, preferably in a multi-site nonprofit, faith-based, or human services environment.
Demonstrated experience designing programs, developing training curricula and case management standards, and providing program development support to field-based staff.
Demonstrated experience leading staff and matrixed teams across multiple sites or regions.
Licenses/Certifications: Caseworker Certification within 120 days of employment. Valid driver’s license and MVR clearance required for travel within the Division.
Skills/Abilities: Comprehensive understanding of social services program delivery, including program design, case management, and capacity building practices in human services.
Working knowledge of The Salvation Army’s history, mission, and structure, as well as its services, policies, and procedures.
Demonstrated ability to develop and manage systems for supporting program quality, case management consistency, and field connectivity.
Strong analytical and problem-solving skills, with the ability to interpret programmatic information and translate it into practical tools and decisions.
Strong leadership, team building, and conflict management skills, including the ability to lead matrixed teams across multiple locations.
Strong interpersonal and written communication skills, with the ability to communicate effectively at all levels of the organization and with staff at remote locations.
Demonstrated ability to build relationships across departments and with program sites.
Ability to work with confidential information and exercise sound judgment.
Ability to manage multiple projects, priorities, and deadlines in a constantly changing environment.