Operations Director

POSITION SUMMARY

The Operations Director leads the operational excellence of Ronald McDonald House Charities of Columbia, ensuring that all programs, facilities, guest services, and support systems operate safely, efficiently, and with exceptional hospitality. Responsible for the day-to-day management of operations, this role oversees staffing, facilities, safety and security, emergency preparedness, vendor partnerships, policy implementation, and operational systems that support a high-quality family experience.

In partnership with the CEO, the Operations Director strengthens healthcare partnerships, ensures compliance with Ronald McDonald House standards, and drives continuous improvement in service delivery, operational effectiveness, and organizational capacity. As a key member of the leadership team, this individual helps cultivate a culture of hospitality, accountability, collaboration, and compassion.

Operational Leadership & Guest Experience

• Lead the daily operations, including the Family Room, hospital-based programs, ensuring safe, efficient, and high-quality service delivery that reflects Ronald McDonald House Columbia’s commitment to hospitality, compassion, and family-centered care.
• Develop, implement, and continuously improve operational policies, procedures, workflows, and service standards to enhance effectiveness, consistency, safety, and the overall guest experience.
• Ensure a welcoming, supportive, and responsive environment for guest families by overseeing occupancy, room readiness, program capacity, and daily operational needs while addressing guest concerns and complex family situations in partnership with program staff.
• Identify operational challenges and opportunities for improvement, implementing practical solutions that strengthen service delivery, maximize access to services, and support organizational excellence.
• Contribute as a member of the leadership team to organizational planning, special projects, fundraising activities, community engagement efforts, and other initiatives that advance Ronald McDonald House Columbia’s mission and strategic goals.

Facilities, Safety & House Readiness

• Oversee the appearance, cleanliness, functionality, and overall readiness of all Ronald McDonald House Columbia facilities, ensuring compliance with safety, infection control, hospitality, and operational standards.
• Direct facility operations through staff, volunteers, contractors, and vendors, including housekeeping, maintenance, landscaping, pest control, security, and other facility-related services to ensure a safe, welcoming, and well-maintained environment.
• Maintain comprehensive facility and risk management programs, including routine inspections, preventive maintenance, emergency preparedness, incident response, required licenses, service schedules, and operational records.
• Identify and prioritize facility and capital improvement needs, managing vendor and contractor relationships while partnering with the CEO and Board committees to support annual and long-range capital planning.

Staff Leadership & Coverage

• Lead, supervise, and develop operations staff by establishing clear expectations, providing coaching and performance feedback, and fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee recruitment, onboarding, training, performance management, and professional development for assigned staff in partnership with the CEO and in accordance with personnel policies.
• Develop and maintain staffing plans, schedules, and on-call protocols that ensure appropriate coverage for the Ronald McDonald House and Family Room while meeting operational requirements, budget parameters, and Ronald McDonald House standards.
• Facilitate regular team meetings, trainings, emergency preparedness drills, and cross-functional communication to strengthen operational consistency, staff engagement, and service excellence.

Program & Hospital Partner Operations

• Oversee the operational success of hospital-based programs by ensuring appropriate staffing, volunteer support, supplies, equipment, and resources to meet program goals and family needs.
• Maintain strong relationships with hospital and healthcare partners, ensuring compliance with operating agreements, proactive communication, and collaborative problem-solving to enhance service delivery and responsiveness.
• Partner with hospital teams, the Program Manager, and internal stakeholders to identify evolving family needs, strengthen program effectiveness, and ensure family-centered services are delivered consistently and aligned with organizational priorities.

Administrative Systems, Data & Compliance

• Monitor compliance with Ronald McDonald House Global standards, organizational policies, operating agreements, safety requirements, confidentiality expectations, and applicable regulatory requirements, including oversight of Medicaid documentation and reimbursement support processes.
• Oversee operational data, recordkeeping, and reporting systems to support program management, service evaluation, compliance, informed decision-making, and continuous improvement.
• Ensure the timely and accurate collection, analysis, and reporting of guest, program, and operational performance data required by Ronald McDonald House Global, funders, hospital partners, government programs, and the Board of Directors.
• Analyze guest feedback, operational metrics, and performance trends to identify opportunities for improvement.

Budget, Purchasing & Resource Management

• Manage operating budgets and provide input on annual budgeting, staffing plans, facility needs, equipment purchases, and capital improvement priorities.
• Oversee purchasing, inventory management, and distribution of program, guest, facility, and operational supplies, ensuring appropriate stock levels and cost-effective resource utilization.
• Evaluate vendor services, contracts, and operating expenditures to ensure quality, efficiency, and value, recommending improvements that strengthen operational effectiveness and financial stewardship.

Volunteer & Community Support

• Partner with the Volunteer Coordinator and program staff to effectively integrate, support, and engage volunteers across House, Family Room, hospitality, meal, and operational programs, ensuring a positive and meaningful volunteer experience.
• Support community partnerships, outreach efforts, and mission engagement activities that advance organizational goals and strengthen awareness of Ronald McDonald House Columbia’s impact.
• Build relationships with volunteers, partners, donors, and community members and demonstrating the organization’s commitment to service excellence.

QUALIFICATIONS

Education & Experience

• Bachelor’s degree in business, nonprofit management, hospitality, healthcare administration, human services, operations, or a related field; equivalent experience may be considered.
• Minimum of 7 years of progressive leadership experience in operations, hospitality, healthcare, human services, nonprofit management, facilities management, or a related field, including significant staff management responsibility.
• Must have a reliable vehicle and valid driver’s license.

Knowledge, Skills & Abilities

• Passion for the mission of Ronald McDonald House Charities and a commitment to serving children and families.
• Demonstrated ability to lead teams, build accountability, and foster a collaborative, service-oriented culture.
• Sound judgment and strong problem-solving, decision-making, and conflict-resolution skills.
• Exceptional organizational skills with the ability to manage competing priorities, establish effective systems, and execute with attention to detail.
• Proficiency with Microsoft Office Suite, databases, scheduling systems, and other business technologies.
• Ability to maintain confidentiality, exercise discretion, and model professionalism, inclusivity, hospitality, and customer service.