Lead Operations Manager

Job Description: Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple regions and statesSet clear expectations, drive accountability, and support professional growthBuild strong, engaged teams aligned around client outcomesEstablish clear expectations and standards, and ensure proper communications for: Technician engagement and stability, Client retention and satisfaction, Fulfillment of prescribed therapy, Service continuity and recovery from disruptionEnsure consistent execution of The Treetop's client lifecycle procedures across regionsMonitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and techniciansIdentify trends, risks, and bottlenecks; implement corrective action plansMonitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges)Ensure Operations Managers maintain strong, proactive relationships with families once services are activeOversee escalation management for high-risk or complex client situations, including service disruptions and pending dischargesReinforce a family-centered approach that balances operational efficiency with compassionate, responsive careEnsure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a clientCreate workflows to document and track technician satisfaction and performanceBuild processes to and work with scheduling to ensure adequate hours for techniciansCollaborate with Clinical, Scheduling, Recruiting, and Executive leaders to ensure adherence to payer requirements, internal policies, and SOPs across all operational teamsHelp design and refine compensation and incentive plans for Operations Managers that are aligned with client outcomes and service fulfillmentSupport growth, standardization, and continuous improvement across regions, and drive continuous improvement initiatives using data in SalesforceRequirements: 5+ years in healthcare, behavioral health, ABA, or multi-site operations3+ years leading managers or senior team membersStrong coaching, accountability, and performance-management skillsExperience with clinic-based and/or home-based care modelsComfortable working in EMRs and scheduling systems (Lumary, CentralReach, or similar)Experience using reporting and dashboards in Salesforce strongly preferredBachelor's degree preferred (advanced degree a plus)Benefits: Health, dental, and vision insuranceLife insurance401(k) with company matchPaid Time Off & Paid HolidaysPaid TrainingSupportive team culture: Fun, collaborative, and focused on professional growth