Director Customer Operations Jobs in Arizona (NOW HIRING)

Job Title:                          Director of Operations

Program(s):                     Arizona Operations

State:                                Arizona

Population Served:        Operations

Reports To:                      Executive Director

SUMMARY

The Director of Operations provides statewide strategic leadership and operational leadership across all programs in Arizona. This position is responsible for ensuring clinical excellence, contractual compliance, program performance, fiscal accountability, staff development, and sustainable organizational growth. The Director of Operations serves as a key leader within the organization, driving operational efficiencies, expansion opportunities, innovation, and continuous quality improvement while supporting the mission, vision, and values of Clarvida.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide strategic leadership, direction, and clinical supervision to Clinical Directors and other program leadership staff statewide
• Maintain responsibility for operational oversight of all assigned programs and service locations throughout Arizona, ensuring consistency in service delivery and organizational standards
• Ensure programs maintain operational compliance with all contractual, regulatory, licensing, accreditation, and agency requirements
• Oversee statewide operations and service delivery to ensure quality outcomes, customer satisfaction, and fiscal responsibility
• Monitor program performance, utilization, productivity, key performance indicators, and outcome measures
• Develop and implement strategic plans that support organizational growth and operational excellence
• Facilitate and oversee leadership trainings, operational trainings, clinical trainings, and workforce development initiatives across all locations
• Provide clinical oversight and supervision support for the Therapeutic Foster Care program, ensuring clinical interventions, treatment planning, service delivery, foster parent support, and documentation practices meet applicable licensing, contractual, and behavioral health requirements
• Travel regularly to program sites statewide to assess operations, monitor performance, support leadership staff, evaluate program effectiveness, and ensure adherence to agency expectations
• Identify and pursue opportunities for expansion, new contracts, and service development
• Establish and maintain positive working relationships with state agencies, managed care organizations, referral sources, community stakeholders, and funding partners.
• Ensure consistent implementation of evidenced-based practices and high-quality clinical services across all programs
• Partner with program leaders to identify training needs, competency gaps, succession planning opportunities, and leadership development initiatives
• Review program data and performance metrics to identify trends, risks, and opportunities for improvement
• Collaborate with finance and executive leadership to develop, monitor, and manage program budgets and financial performance
• Ensure sufficient staffing levels and workforce planning to meet contractual and service demands
• Support recruitment, onboarding, development, coaching, and retention of leadership staff
• Lead corrective action planning and quality improvement initiatives when program outcomes or compliance standards are not met
• Ensure all services, procedures, and practices are culturally responsive, trauma-informed, linguistically appropriate, and inclusive of diverse populations
• Oversee contract implementation and monitor deliverables, reporting requirements, timelines, and performance expectations
• Ensure timely and accurate submission of reports required by state agencies, funders, and organizational leadership
• Promote a collaborative culture focused on accountability, innovation, employee engagement, and exceptional service delivery
• Participate in strategic planning activities and organizational leadership initiatives
• Attend and participate in all required leadership meetings, trainings, executive committees, and community partner meetings

OTHER DUTIES

• 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.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES

• None. 

PHYSICAL DEMANDS 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds. 

WORK ENVIRONMENT 

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• Potential exposure to contagious diseases due to frequent interaction with clientele.

TRAVEL

• 25% throughout the state

REQUIRED EDUCATION AND/OR EXPERIENCE

• Masters Degree in a clinical program (Counseling, Social Work)
• Clinical License (LPC, LCSW, LMFT)
• Experience overseeing clinical programs as well as child welfare programs including foster care
• Ability to obtain and maintain a valid unrestricted Level One Fingerprint Clearance Card.
• Minimum age requirement is 21.
• Must meet the requirements of a safe driver. 
• Must possess a current Arizona State Driver’s License and have an acceptable driving record for the past three (5) years. 
• Must have personal vehicle liability insurance and vehicle registration as required.
• When required, the ability to pass a criminal background clearance check, drug screen, and if requested a physical exam.
• Must obtain and maintain CPR and First Aid certification upon hire.
• Strong knowledge of the behavioral health systems processes, practice, and components.
• Skills, knowledge, and ability to instruct clients in the following topics: child development, home management, personal problem solving, accessing community services, and supports domestic violence issues, appropriate discipline and childcare techniques and age-appropriate parenting skills.

PREFERRED EDUCATION AND EXPERIENCE

• 5 years’ experience in social work or related field preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• None  

QUALIFICATIONS 

• Language Skills

Ability to respond effectively displaying professionalism, sensitivity, and empathy to linguistic, cultural, social, economic, and individual differences and challenges. Ability to write and maintain accurate and timely documentation. Ability to present information 1:1 and to groups in an organized and concise manner.

• Multi-tasking Skills 

Must be able to work independently as well as a member of a team. Must have excellent organizational and time management skills. Must remain flexible and able to handle multiple priorities with the ability to adjust to high pressure and rapidly changing business conditions.

• Reasoning Ability

Ability to quickly assess unique situations and develop and apply strategies to effectively meet the needs of the child and family. Ability to interpret contracts and ensure compliance. Ability to provide exemplary service to employees and outside constituents.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Consistently exemplifies Clarvida Core Values of Compassion, Inclusion, Accountability, Advocacy, and Resilience.
• Ability to maintain ethical standards and professional boundaries.
• Adhere to HIPAA and confidentiality standards.
• Ability to work a flexible schedule.
• Strong knowledge of overall company operations and policies and procedures.
• Strong knowledge of program development.
• Knowledge of community resources and services.
• Ability to work independently.
• Ability to collaborate internally and externally.
• Ability to identify needs and articulate and advocate on behalf of the child.
• Ability to identify indicators of physical, emotional, and sexual abuse.
• Ability to work with diverse population.
• Ability to build and maintain positive internal and external relationships.
• Ability to provide exemplary customer service to all employees and outside constituents.
• Must be flexible and able to handle multiple priorities, with the ability to adjust to high pressure and rapidly changing business conditions.