Director Of Service Delivery Jobs (NOW HIRING)

Director of Program ServicesResidential Services

Location: Eau Claire, WI (120 S. Barstow Street) or West Allis, WI (6737 W. Washington Street)

Status: Full-Time | Exempt | Hyrid

Travel: Regular in-state travel throughout to programs is required. 

Lead the Future of Residential Services at LSS

Lutheran Social Services of Wisconsin & Upper Michigan (LSS) is seeking a strategic, mission-driven leader to serve as our next Director of Program Services - Residential Services. This executive-level position provides leadership, operational oversight, and strategic direction for a growing portfolio of residential services across Wisconsin.

Reporting to the Vice President of Residential Services, this role is responsible for ensuring exceptional service delivery, financial stewardship, regulatory compliance, workforce development, and operational excellence. The Director oversees approximately 103 colleagues and a growing workforce, while maintaining accountability for an $8.5 million operating budget. The successful candidate will be a collaborative leader who can balance mission, people, quality, and financial performance while driving innovation and sustainable growth.  This leadership role is responsible for day-to-day operational oversight and strategic execution within Residential Services.

Why Join LSS?

At LSS, we believe every person deserves the opportunity to live with dignity, hope, and purpose. As a Director of Program Services, you'll have the opportunity to influence organizational strategy, lead talented teams, strengthen communities, and advance a mission that changes lives every day.

What You'll DoStrategic & Operational Leadership

• Provide executive leadership and oversight for Residential Services programs across multiple locations and service lines.
• Partner with senior leadership to develop and implement strategic plans aligned with organizational goals and mission.
• Lead operational excellence initiatives focused on quality outcomes, efficiency, growth, and sustainability.
• Foster a culture of accountability, innovation, continuous improvement, and servant leadership.
• Build strong relationships with community partners, funders, referral sources, regulatory agencies, and stakeholders.

Budget & Financial Oversight

• Direct and manage an annual operating budget of approximately $8.5 million.
• Monitor financial performance, program profitability, staffing ratios, and resource allocation.
• Develop annual budgets, forecasts, and business plans to support operational objectives.
• Collaborate with Finance and executive leadership to identify opportunities for growth and long-term sustainability.
• Ensure responsible stewardship of organizational resources while maintaining high-quality service delivery.

Staffing & Workforce Leadership

• Provide leadership and oversight for approximately 103 colleagues and growing.
• Coach, mentor, and develop managers, supervisors, and emerging leaders.
• Collaborate with Human Resources on recruitment, workforce planning, retention, succession planning, and employee engagement initiatives.
• Promote a culture that values inclusion, professional development, accountability, and high performance.
• Ensure staffing models effectively support program quality, compliance, and client outcomes.

Vendor Relations & Contract Management

• Develop and maintain productive relationships with vendors, contractors, and community partners.
• Oversee contract negotiations, implementation, administration, and performance monitoring.
• Ensure compliance with contractual obligations, service agreements, funding requirements, and organizational policies.
• Evaluate vendor effectiveness and identify opportunities to improve service quality and operational efficiency.

Compliance & Quality Assurance

• Ensure compliance with all federal, state, local, licensing, accreditation, and funding requirements.
• Monitor operational performance, quality metrics, and risk management activities.
• Lead corrective action planning and continuous quality improvement initiatives as needed.
• Ensure programs consistently meet expectations for service quality, safety, documentation, and compliance standards.

QualificationsRequired Qualifications

• Bachelor's degree in Social Work, Psychology, Human Services, Counseling, Business Administration, Public Administration, Healthcare Administration, or a related field.
• Current Wisconsin Certified Substance Abuse Counselor (CSAC) or Licensed Professional Counselor (LPC) credential required.
• Progressive leadership experience overseeing residential treatment, behavioral health, human services, housing, or community-based service programs.
• Demonstrated experience managing large budgets, multi-site operations, and multidisciplinary teams.
• Experience with strategic planning, financial management, contract administration, vendor relations, and regulatory compliance.
• Proven ability to lead organizational change and achieve operational results.
• Strong interpersonal, communication, and stakeholder management skills.

Preferred Qualifications

• Master's degree in a related field.
• Independent Clinical Supervisor (ICS) credential preferred.
• Experience overseeing residential treatment, substance use disorder, behavioral health, housing, or related human services programs.
• Experience working with government contracts, grants, accreditation surveys, and regulatory agencies.
• Experience leading organizational growth and transformation initiatives.

Perks & BenefitsPublic Service Loan Forgiveness (PSLF)

As a nonprofit employer, eligible LSS employees may qualify for the Public Service Loan Forgiveness Program. Employees may have federal student loans forgiven after meeting PSLF program requirements, including qualifying payments and employment. LSS also offers support navigating the PSLF process through Summer, PBC.

Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (Health Care & Dependent Care)
• Employee Assistance Program (EAP)
• Calm Wellness App Premium Access

Financial Well-Being

• 403(b) Retirement Plan
• Annual compensation review process
• Student Loan Navigation Program through Summer, PBC
• Early Earned Wage Access with UKG Wallet
• Mileage Reimbursement

Work-Life Balance

• Generous Paid Time Off
• 10 Paid Holidays Annually
• Flexible, mission-focused work environment

Recognition & Growth

• Professional Development Opportunities
• Leadership Development
• Service Awards & Employee Recognition Programs
• LSS makes annual compensation increases a priority for employees

Join Our Team

This is a unique opportunity to lead a growing residential services portfolio, oversee more than 100 dedicated colleagues, manage significant operational resources, and help shape the future of services that make a meaningful difference across Wisconsin communities.

If you are an experienced leader with expertise in operational management, fiscal oversight, compliance, workforce development, and behavioral health or residential services, we encourage you to apply.

Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE).