SVP, Patient Support Mission Operations

ESSENTIAL FUNCTIONS

• Collaborate with the Chief Patient Officer and the Patient Support Pillar Senior Leadership Team to define, operationalize, and evaluate strategic priorities that drive growth and long-term sustainability across all Patient Support programs and services.
• Oversee the operations, maintenance, and performance of all 31 Hope Lodge facilities nationwide, ensuring the delivery of exceptional guest services, strong safety and compliance standards, and consistently high-quality patient and caregiver experiences.
• Develop, refine, and uphold protocols, practices, and standards of excellence for Hope Lodge, NCIC, and all Access to Care Solutions programs to ensure consistency, safety, equity, and operational efficiency across the portfolio.
• Lead the strategic direction, performance oversight, and continuous improvement of the National Cancer Information Center (NCIC), including call center responsiveness, service quality, user satisfaction, technology integration, and operational excellence.
• Provide strategic and operational leadership for ACS’s Access to Care Solutions, including Road To Recovery volunteer recruitment and mobilization, transportation operations, and the Addressing Barriers to Care grants program, to ensure reliable, equitable, and scalable support for patients facing logistical and socioeconomic obstacles to treatment.

EXPERIENCE/QUALIFICATIONS

• Minimum Degree Required: Bachelor's Degree
• Preferred Degree: Advanced degree in business, management, health facilities operations, or related field preferred.
• Years of experience: Senior leader with at least 15 years of multi-site facility operations experience in a healthcare related field, with specific experience in managing large and geographically distributed teams that routinely interface with external stakeholder groups.

KNOWLEDGE, SKILLS, AND ABILITY

• Ability to set strategic direction and translate mission priorities into operational execution while leading organizations through change, growth, and innovation.
• Expertise in budget development, forecasting, resource allocation, and financial stewardship for complex, multi-site operations.
• Strong operational planning, systems design, continuous improvement, and the ability to understand and manage interconnected environments across facilities, call centers, volunteer programs, and grant portfolios.
• Skill in using data, metrics, and performance insights to drive decision-making, accountability, and operational excellence.
• Deep understanding of patient and caregiver support models, care navigation needs, and barriers to care—including social determinants of health.
• Knowledge of multi-site facility operations, safety compliance, maintenance standards, hospitality/housing operations, and emergency response practices.
• Proven ability to lead, inspire, and develop distributed teams, including large groups of non-exempt employees, while cultivating a culture of safety, equity, compassion, and service excellence.
• Knowledge of call center technologies, telephony systems, HIPAA compliance, KPIs, and service-quality frameworks.
• Ability to make sound, timely decisions in high-stakes, fast-paced, and resource-constrained environments, navigating urgent challenges with calm, clarity, and confidence.
• Competency in reviewing, developing, and maintaining clear, consistent policies, procedures, and operational standards.
• Exceptional communication skills and the confidence, sensitivity, and diplomacy needed to collaborate effectively with staff, guests, patients, volunteers, partners, and community stakeholders.

TRAVEL REQUIREMENTS

• Up to 30% travel is required for this role.

PHYSICAL REQUIREMENTS

• Ability to work in a standard office environment for extended periods, including prolonged sitting, standing, and use of a computer and telephone.
• Ability to occasionally walk through and inspect multi-story facilities, including stairs, outdoor areas, guest rooms, common spaces, and operational equipment rooms.
• Ability to travel frequently to Hope Lodge locations, call center sites, volunteer program hubs, and national meetings (estimated 30% travel).
• Ability to lift and carry materials such as laptops, documents, and small equipment (typically up to 20 pounds).

PAY

The starting rate is $215,000 to $250,000. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

BENEFITS

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits.

EQUAL OPPORTUNITY EMPLOYER

We are a proud equal opportunity employer.