Training, Quality, and Operations Manager

About Walker

Since 1961, Walker Therapeutic & Educational Programs has been a trusted partner for children, youth, and families, navigating some of life’s most difficult challenges. Based in Needham, our mission is to nurture hope, build strengths, and develop lifelong skills in partnership with the children, youth, families, and communities we serve. We provide comprehensive, trauma-informed residential, educational, and clinical services to children and youth with complex social-emotional, behavioral, and learning needs, while supporting their families every step of the way. Through three specialized divisions—Residential & Educational Programs, Behavioral Health & Community-Based Services, and Walker Solutions—we deliver relationship-based care and capacity-building that makes a lasting difference. Today, we serve children, youth, and families from more than 150 communities across Massachusetts.

Training, Quality, & Operations Manager

The Training, Quality, & Operations Manager supports the consistency, quality, and day-to-day functioning of programs across the Behavioral Health Division. This role works in close partnership with Program Directors to strengthen training practices, support quality and compliance systems, and address operational needs across WCC, ECMHC, and TASP. The Manager serves as a connector across programs, helping to implement standardized processes, identify areas for improvement, and provide hands-on support when programs are navigating transitions, growth, or increased demands. This is a collaborative, support-oriented role designed to enhance program stability and effectiveness while building internal capacity.

Essential Functions

• Support implementation and ongoing use of quality assurance and improvement processes across programs
• Aid Program Directors in maintaining consistent quality monitoring practices, tools, and documentation standards
• Assist with completion of utilization review and preparation for audits, monitoring reviews, and site visits
• Coordinate and support onboarding and training efforts across programs
• Support development and maintenance of training materials and resources
• Partner with internal training and performance improvement teams as needed
• Support programs in maintaining compliance with licensure, accreditation, and contract requirements
• Organize materials and processes during high-demand compliance periods
• Support use and consistency of electronic health records and related workflows
• Maintain data accuracy and support use of data for program improvement
• Provide short-term operational or supervisory support during staff transitions, vacancies, or leave coverage
• Partner with Program Directors and billing/finance staff to support documentation and billing practices
• Identify workflow inefficiencies
• Support collection and review of program feedback (staff, families, partners)
• Collaborate with Program Directors while respecting program-level leadership and decision-making
• Attend supervision, staff meetings, and required trainings
• Follow all agency policies and procedures
• Represent the organization in a professional manner
• Participate in agency initiatives and committees as appropriate

Skills & Abilities

• Ability to access different community locations for meetings and sessions which may include Walker sites and community-based locations
• Strong computer skills
• Excellent oral and written communication skills
• Strong customer service skills
• Ability to meet deadlines and follow through with multiple projects simultaneously
• Ability to respond to and follow through with requests professionally
• Ability to sit at workstation for prolonged periods of time, consistent with OSHA requirements
• Ability to lift, pull, or push up to 10 lbs.

Qualifications

• Education and Certifications Required: Master’s degree in behavioral health, or related field
• Preferred: Independent clinical licensure (LICSW, LMHC, or LMFT in Massachusetts) with ability to provide clinical supervision toward licensure
• Experience Required: 3-5 years of previous experience in similar role
• Experience supporting program operations, training, quality, or compliance activities
• Strong organizational, communication, and problem-solving skills
• PREFERRED: 5 years of previous experience in similar role
• Experience in community-based behavioral health settings
• Familiarity with EHR systems, quality improvement processes, and regulatory standards
• 2–3+ years of management or supervisory experience in behavioral health or human services
• Demonstrated experience in quality assurance, compliance, program operations, or systems improvement
• Proven ability to lead cross-program initiatives during periods of change or operational strain
• Successfully complete all background check suitability requirements
• Must have reliable transportation with ability to travel to different locations
• Ability to meet deadlines and follow through with multiple projects simultaneously
• Ability to respond to and follow through with requests professionally
• Bilingual capabilities are preferred, but not required

Schedule

Monday – Friday, 40 hours/week
Flexible hours based on program and operational needs
Remote work is available for some portion of time with manager approval, based on program and operational needs