Operations Director

At Ronald McDonald House, Southwest Ohio we have a culture of gratitude, fun, collaboration and compassion. The Operations Director must be exceptionally talented, driven, organized and – most importantly – passionate about people and helping others succeed! The Operations Director is responsible for the program operations of the Dayton House and Dayton area Family Rooms.

The Operations Director is the steward of our guest experience, ensuring every family feels welcomed, comfortable, and at home from arrival to departure, and delivering consistent, high-quality service grounded in our policies and procedures. The Operations Director will develop our team by identifying top talent, training and developing employees and serving as the leader of all Program Operations in the Dayton area.

The Operations Director works in close coordination with our hospital partners and under the direction of the Chief Operating Officer. THIS JOB MIGHT BE FOR YOU IF: You lead with hospitality. You believe every family should feel welcomed, cared for, and at home from the moment they walk in. You build strong teams. You hire well, coach generously, and create a culture where staff and volunteers thrive.

You’re a relationship builder. You connect easily with families, staff, volunteers, donors, and community partners from all walks of life. You bring steady, positive leadership. You’re upbeat and approachable, and you stay calm and professional when things get busy. You’re an operational pro. You set priorities, manage many moving parts, and make sure nothing falls through the cracks.

You sweat the details. You hold high standards for accuracy, safety, and consistency in a fast-paced environment. You build systems that work. You create and improve policies and procedures that make the right way the easy way. You communicate with confidence. You’re clear, thoughtful, and persuasive in person and in writing.

You take ownership. You’re a self-starter who anticipates needs, solves problems, and delivers on deadlines. You want work that matters. You’re ready to lead with heart and make a lasting impact on the families we serve. Reports to: Chief Operating Officer – Southwest Ohio Direct reports: House Program Manager Family Room Manager Facilities Job Qualifications: Bachelor’s degree in business, nonprofit management, hospitality, or a related field, or an equivalent combination of education and experience Four years of related experience in a nonprofit, healthcare, hospitality, or human services environment, including supervisory or program leadership responsibilities Demonstrated ability to lead staff and coordinate volunteers while maintaining a supportive, family-centered environment Strong interpersonal, written, and verbal communication skills Solid organizational, computer, and problem-solving skills Strong project management skills and experience Understand and practice confidentiality Core Expectations: Provide management, direction, and support for the Operations team while supporting families with our Core Values (Collaboration, Gratitude, Integrity, Inclusion, Joy) Competencies: Compassion; Communication and listening skills; Dependability; Interpersonal/team effectiveness; Demonstrate tact, and confidentiality; Problem-solving and decision-making; Flexible; Able to manage multiple tasks simultaneously Key Responsibilities: Serve as the senior operational leader for House and Family Room programs in Dayton, reporting to and supporting the COO in execution of organizational strategy.

Supervise program managers and oversee Guest Services, housekeeping, facilities staff, meals program and contracted security and cleaning services to ensure consistent, high-quality service across all locations. Provide on-call leadership support for operational, guest, and facility matters, ensuring timely decision-making and appropriate escalation when needed.

Promote staff engagement, development, and retention through clear expectations, ongoing feedback, coaching, and recognition. Direct the 24/7 Guest Services department and oversee daily operations across all sites, ensuring consistent coverage, fair application of House policies, and high standards of safety, cleanliness, hospitality, and procedural consistency.

Lead ongoing evaluation and improvement of guest services and programs, identifying emerging family needs and recommending updates or new programming to Chapter Leadership and the COO. Oversee the resolution of complex or sensitive guest situations; guide Guest Services staff; coordinate with hospital social workers as needed; and keep the COO and Chapter Leadership informed of significant concerns.

Oversee room occupancy processes and waitlists to ensure fair access. Monitor trends and prepare reports for the Board, medical partners, grant applications, and required systems, including RADAR. Develop and update policies and emergency protocols; provide training; and lead preparedness planning and drills to ensure staff readiness and coordinated response.

Oversee facilities and building operations, including supervision of facilities staff; prioritization of work orders; preventive maintenance; repair and capital improvement projects; and vendor management, ensuring execution aligns with timelines and budgets approved by the COO. Monitor facility needs and recommend replacement or addition of furniture, fixtures, and equipment within approved budget parameters.

Obtain bids and coordinate major expenditures with the COO as required. Evaluate and manage vendor contracts for services such as HVAC, plumbing, landscaping, fire systems, inspections, and security within delegated authority levels. Coordinate major contracts and capital expenditures with the COO. Ensure all required inspections (fire systems, elevators, backflow preventers, etc.)

are scheduled, completed, and documented. Maintain accurate maintenance and compliance records. Ensure compliance with fire safety codes, OSHA standards, and EPA requirements related to geothermal system discharge permits, monitoring, testing, and reporting. Oversee security systems, including cameras, gates, and key fob access, and coordinate repairs or upgrades within approved authority levels.

Develop annual operating budgets for all House and Family Room Operations, including Guest Services, Facilities, Housekeeping and Meals for review and approval by the COO and Chapter Leadership. Manage expenses within approved budgets. Support the billing and reimbursement processes related to Medicaid, Shriners, and Family Room partnerships in coordination with the CFO.

Support the data collection for grant proposals to support operational needs, capital improvements, and program growth. Assist with required reports to ensure compliance and continued funding. Oversee operational data collection and reporting to support Board updates, grant applications, and informed decision-making. Strengthen relationships with hospitals, community partners, the Cincinnati House and other Ronald McDonald House chapters to support coordinated care and continuity of services.

Execute strategic priorities established by Chapter Leadership and the COO; identify operational risks and improvement opportunities; and prepare the organization for growth, partnership changes, or expanded services. Support cross-department collaboration and cross-chapter collaboration to ensure consistent communication and shared accountability.

Model professionalism, empathy, and accountability in all interactions, fostering a workplace where families, staff, and volunteers feel respected and supported. Perform additional responsibilities as assigned by the COO and Chapter Leadership. Hours: This is a full-time position with benefits. We operate 24 hours a day and this position requires schedule flexibility along with weekends and holidays.

On-call coverage for support at both the House and Family Room as needed. Work Environment: This job operates in a communal living. This role routinely uses standard office equipment such as computers and phones, access controls, security systems, cleaning and laundry equipment along with residential style kitchen appliances and equipment.

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. While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell.

The employee may occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 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.