The Community Living Operations Manager plays a critical senior leadership role in ensuring BHA’s 24/7 residential programs operate safely, effectively, and with excellence. This role serves as the essential second layer of leadership between the Vice President and Program Managers and is responsible for translating strategy into execution. Grounded in BHA Community Living Core Values—Dignity First, Person-Centered Living, Connected Community, Whole-Person Support, Empowerment Through Daily Life, Integrity in Action, Collaborative Teamwork, and Consistency and Compassion—the Operations Manager leads with urgency, ownership, and accountability. This is not a passive or administrative role. The Operations Manager is a hands-on operator, systems builder, and people leader who anticipates problems, implements solutions, and drives continuous improvement. The OM sets the operational standard for Community Living and ensures Program Managers, maintenance nursing and scheduling are supported by strong, repeatable systems that result in high-quality care, staffing stability, regulatory compliance, and financial sustainability. The Operations Manager champions BHA’s ABA-informed model of care, ensuring operational systems, leadership decisions, and daily practices align with evidence-based behavioral principles and support high-fidelity clinical implementation. QUALIFICATIONS: Education & Experience: - Bachelor’s degree in Educational or Organizational Leadership, Business Management, Healthcare Administration, Social Work, Behavioral Health, or a related field required. Master's degree preferred. - Minimum of 5-7 years of progressive leadership experience in operations (residential services, healthcare, behavioral health, hospital operations, crisis services, or similar). Management in 24/7 operations preferred. - Demonstrated success in leading teams, managing operational systems, and fostering a culture of accountability and collaboration. - Experience managing high-risk environments, staffing volatility, and regulatory requirements. - Experience with HCBS, DMH, Medicaid-funded services, or regulated residential settings strongly preferred. Skills & Competencies - Valid driver’s license meeting transportation requirements (Missouri Class E, out-of-state equivalent, or CDL with Passenger/ School Bus endorsement). - Strong leadership presence with an ownership mentality. - Systems-focused thinker with the ability to design and implement scalable processes. - Innovative problem-solver who challenges outdated practices. - High accountability and follow-through. - Ability to lead calmly and decisively in high-pressure situations. Strong interpersonal and communication skills. Organizational and time management proficiency. - Emotional resilience and professionalism in high-pressure situations. - Strong leadership, organizational, and time management skills. - Excellent verbal and written communication abilities. - Knowledge of crisis management, safety, and compliance standards. - Ability to handle high-pressure situations with professionalism and composure. - Proficiency in Microsoft Office and operational data management systems. Requirements KEY RESPONSIBILITIES:Dignity First - Ensure residential operations consistently uphold dignity, safety, and respect for all individuals served. - Proactively identify and correct environmental, staffing, or systemic issues that compromise quality of life. - Model trauma-informed, respectful leadership in all settings. Person-Centered Outcomes - Ensure operational systems support individualized, person-centered supports. - Partner with Program Managers to align daily routines, staffing, and environments with individual needs. - Partner with the nursing team to ensure proper medical care. - Monitor operational practices to ensure they enhance—not hinder—individual outcomes. - Ensure operational practices support the consistent implementation of ABA-based behavior support and skill-building programming. - Align staffing patterns, routines, and environments with clinical intent and evidence-based behavioral strategies. Connected Community - Foster strong, trust-based relationships with families, guardians, case managers, funders, and regulators. - Anticipate stakeholder concerns and address them proactively. - Serve as a visible ambassador and escalation point for complex or high-risk situations. - Actively represents BHA in the community. - Develops positive relationships with neighbors, city officials, municipalities, and the DD/behavioral health community. - Proactively addresses zoning, neighborhood, and community concerns. Whole Person Support - Ensure homes are staffed, trained, and equipped to meet behavioral, medical, and emotional needs. - Collaborate with Clinical, Nursing, and SRC teams to ensure comprehensive, coordinated care. - Identify trends impacting safety or well-being and implement preventive strategies. - Partner closely with the Lead BCBA and Clinical team to support high-fidelity implementation of BS - Ps, programming, and behavior support strategies. - Ensure operational decisions reinforce, not undermine clinical and behavioral interventions. Empowerment Through Daily Life - Ensure operational systems support meaningful daily routines, community engagement, and independence-building opportunities. - Hold Program Managers accountable for consistent implementation of programming and activities. Integrity In Action - Model ethical, transparent, and accountable leadership at all times. - Ensure accurate documentation, incident reporting, and compliance with all BHA and regulatory standards. - Lead corrective action planning and follow-through when standards are not met. - Hold Program Managers accountable for operational practices that support clinical fidelity, behavioral consistency, and evidence-based care delivery. Collaborative Teamwork - Directly supervise, coach, and develop Program Managers as strong operators and people leaders. - Set clear expectations and hold Program Managers accountable for staffing, training, documentation, and culture. - Partner with Maintenance, Nursing, HR, Training, Clinical, and SRC teams to ensure alignment and execution. - Serve as a visible champion of ABA principles, reinforcing their importance in leadership conversations, operational decisions, and staff expectations. - Model belief in evidence-based behavioral practices and align ABA principles with BHA’s mission, vision, and core values. Consistency and Compassion - Build and maintain structured, reliable systems that support 24/7 operations. - Ensure staffing coverage, shift accountability, and on-call processes function consistently. - Reinforce predictable routines and expectations across all homes. Operational Leadership & Systems Ownership - Own the operational performance of all assigned homes 24/7. - Design, implement, and continuously improve systems for: o Staffing coverage and shift accountability o Onboarding and training execution o Documentation accuracy and timeliness o Incident prevention and response o Communication and escalation pathways - Conduct regular field-based audits and operational reviews to identify gaps before they escalate. - Design and maintain operational systems that support consistency, reinforcement, predictability, and data-driven improvement in alignment with ABA principles. Staffing, Training & Workforce Stability - Ensure real-time visibility into staffing coverage, training completion, and compliance. - Partner with HR and Training to align staffing pipelines with operational needs. - Analyze turnover trends, identify root causes, and implement retention strategies. - Ensure Program Managers are actively engaged in onboarding and training—not delegating ownership. Compliance, Risk & Quality Assurance - Ensure all homes remain audit-ready at all times. - Monitor compliance with DMH, HCBS, Medicaid, and internal standards. - Identify risk trends and implement preventive systems. - Lead internal reviews following incidents or compliance concerns. Financial & Resource Management - Partner with the Vice President to manage budgets, staffing costs, and overtime. - Identify efficiencies without compromising quality or compliance. - Understand and manage the financial impact of operational decisions. On-Call & 24/7 Leadership - Participate in on-call rotation and provide decisive leadership during crises. - Ensure Program Managers understand escalation protocols and expectations. - Serve as a calm, directive presence during high-pressure situations. Other Duties - Conduct staff training, supervision, and performance evaluations as assigned. - Participate in on-call rotations for behavioral crisis response. - Complete all documentation, billing, and reporting requirements in accordance with BHA and regulatory guidelines. - Uphold BHA’s mission and values in all work performed. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Fitness for Duty / Medical Evaluation (Job-Related): BHA may require a job-related fitness-for-duty evaluation consistent with applicable law when there is a reasonable concern that an employee may be unable to safely perform the essential functions of the role (including driving, medication administration, crisis response, and continuous supervision), or as part of return-to-work clearance following certain leaves or incidents.