Senior Operations Market Manager -Local Only

• All new policies or procedures with existing baseline data show at least a 10% improvement from baseline within 90 days of implementation, with 100% of responsible team members trained to fidelity before rollout. 
• Meet weekly with each Operations Market Manager to identify and address emerging operational issues, resolve simple fixes independently, and provide the Senior Director with a data-supported overview of primary workflow issues and potential solutions. At least 95% of escalated issues are the most relevant, supported by accurate data, and aligned with operational priorities. 
• Achieve and maintain an eNPS of 30 or higher across all assigned teams and operational lanes. 
• Independently project manage at least one Clinical Operations leadership-approved project per quarter, from issue identification and root cause analysis through development, cross-functional collaboration, rollout, and post-implementation review.

• Work Ethic: Willing to work hard, and sometimes long hours, to get the job done. Has a track record of working hard. 
• Analytical skills: Structures and processes qualitative and quantitative data and draws insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights. 
• Proactivity: Acts without being told what to do. Brings new ideas to the company. 
• Ability to develop people: Coaches people in their current roles to improve performance and prepares them for future roles. 
• Intelligence: Learns quickly. Understands and absorbs new information quickly and proficiently. 
• Organization and planning: Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.

• Fast paced and data driven: We treat speed as a competitive advantage. We use data, but we don't get stuck in it. We make decisions and move on to the next obstacle. 
• Persistence: We demonstrate tenacity and are willing to go the distance to finish the job. 
• Enthusiasm: We exhibit passion and excitement for our work. We maintain a 'can-do' attitude. 
• Follow-through on commitments: We live up to verbal and written agreements, always. 
• Flexibility/adaptability: We adapt quickly to changing priorities and conditions. We cope effectively with complexity and change. 
• Teamwork & customer service: We like working together. We reach out to peers and cooperate with supervisors to establish collaborative working relationships. We do our work with a focus on customer service, recognizing that 'customers' includes our clients and their families, our frontline team members and candidates, and our community.

• Provide high-level direction and structure for weekly and monthly operational goals across all assigned Pennsylvania markets. 
• Lead, mentor, and develop Operations Market Managers and other team leads, with a focus on leadership development and succession planning. 
• Ensure consistent execution through effective delegation, task tracking, and accountability practices. 
• Build and sustain a culture of engagement, growth, and high performance. 
• Partner with Clinical Operations leadership to align on goals, improve office and center operations, and implement scalable systems and strategies. 
• Use data to inform decisions, track KPIs, and drive continuous improvement in performance, quality, and client outcomes. 
• Support PA-specific IBHS referral and intake processes, ensuring timely coordination from initial referral through service initiation. 
• Oversee timely and accurate completion of assessments for re-authorization. 
• Support preparation and coordination of IBHS and payer audits, including documentation requirements, audit tracking, and corrective action plans. 
• Develop and maintain PA-specific operational workflows that address state and payer nuances while aligning with broader organizational practices where possible. 
• Monitor compliance across markets with organizational policies, payer requirements, credentialing, HIPAA, and state licensing regulations; support the onboarding and credentialing process. 
• Serve as a key communication bridge for SSG policies, values, and initiatives. 
• Identify emerging operational trends, risks, and opportunities, and proactively develop solutions or escalate. 
• Develop and refine scalable processes to support new center openings, and evaluate resource needs (staffing, tools, training) based on growth.

• High school diploma or equivalent required; Bachelor's degree preferred. 
• Minimum of 2 years in management or operations roles, with documented experience leading administrative staff and managing complex schedules. 
• Demonstrated ability to lead and mentor teams, drive measurable outcomes, and manage complex scheduling, billing, and compliance systems. 
• Strong aptitude for learning new web-based systems, excellent customer service skills, strong organizational and time management skills, and a demonstrated ability to work independently. 
• Proficient in Outlook, Word, Excel, and PowerPoint; familiarity with performance management platforms and ticketing systems is a plus. 
• Strong interpersonal, organizational, and communication skills, with a focus on strategic thinking, accountability, and team empowerment. 
• Experience working within Pennsylvania's IBHS framework preferred. 
• Experience in ABA services, with an understanding of clinical operations and service delivery, preferred. 

Salary : $85,000 - $100,000