SERVICES INTEGRATION DIRECTOR

The Services Integration Director leads cross-departmental implementation of new initiatives, operational modifications, and service system improvements. The role works across service regions and departments to facilitate collaborative workgroups, coordinate system design and problem- solving efforts, and guide initiatives from concept through implementation in partnership with executive leadership.

This position serves as a key operational partner to service leaders by providing direction in addressing complex organizational challenges, ensuring initiatives remain aligned with intended outcomes, and supporting resolution of issues requiring coordination across internal departments or external partners. The Services Integration Director provides oversight to staff supporting service line operations and administrative systems.

Essential Duties and Responsibilities

• Identify improvement opportunities based on operational challenges, feedback from services and organizational leaders, and performance indicators, and translate strategic priorities into structured implementation plans. 
• Build and maintain continuous feedback loop with field managers and service line directors to ensure operational barriers, challenges, and opportunities are identified and understood from all perspectives.
• Work with Senior Director of Services (SDOS) and other executive leadership in identifying needs and determining best approach to address challenges, scale systems, and capitalize on opportunities.
• Guide initiatives from concept through implementation and adoption across regions and departments
• Work with SDOS to develop cross departmental workgroups with key contributors to address organizational initiatives. Facilitate productive discussions that incorporate perspectives from service leaders, administrative departments, and frontline staff, ensuring workgroups remain focused on defined outcomes and timelines. 
• Oversee initiative progress and ensure milestones and deliverables are achieved. Address barriers that may delay project progress by coordinating with relevant departments and maintaining accountability for initiative completion and effective rollout. 
• Provide organization wide perspective to ensure initiatives remain aligned with intended outcomes and broader operational priorities. 
• Build engagement and buy in among leaders and staff by clearly communicating the purpose and impact of initiatives. Ensure feedback from field level staff is incorporated into initiative design and implementation.
• Provides direct supervision and performance oversight for the Business Analyst.
• Provides oversight and operational direction to the Services Administration Specialist, who manages daily administrative and procedural functions that support the operations of all service lines.
• Provides oversight and support to service line supervisors with complex and intensive operational needs, with a focus on systems alignment, operational stability, and cross departmental coordination.
• Serve as a point of escalation for service leaders encountering complex operational challenges requiring cross-department coordination. Provide structured problem-solving support, determine appropriate resolution pathways, and ensure issues escalated to executive leadership are clearly defined and supported with relevant information. 
• Participates in the organization and implementation of departmental meetings and events.
• Ensures all services are provided with a commitment to CQL’s basic assurances of health and safety and a commitment to attainment of personal outcomes for all individuals receiving services.
• Other duties as assigned in support of the mission of the organization.

Key Competencies

• Strong history of effective facilitation and collaboration
• Ability to facilitate collaborative workgroups and build consensus across a range of leadership teams
• Ability to incorporate diverse operational perspectives into organizational processes and systems
• Effective systems thinking and ability to identify root causes
• Change leadership and ability to provide clarify and articulate the purpose and intended impact of initiatives
• Execution discipline and strong follow through
• Ability to meet targeted timelines for completion while managing multiple priorities 

Education Requirements

Meets all requirements for Qualified Professional in the state of North Carolina (10A NCAC 27G) and possesses a strong history of effective leadership in a management role, budgetary experience and a minimum of five years of progressive supervisory experience.