Director of Operations

POSITION OVERVIEW: The Director of Operations (DOO) is responsible for the design, implementation, and day-to-day execution of Mamatoto Village’s operational systems and physical infrastructure. This role ensures that facilities, vendor relationships, administrative operations, front office functions, and internal workflows operate smoothly, safely, and efficiently in support of mission delivery and organizational growth.

Reporting to the Chief Executive Officer (CEO), the DOO serves as the organization’s operational leader—building dependable systems, establishing clear procedures, strengthening operational accountability, and ensuring staff have the tools, environments, and processes needed to do their work well. The DOO supervises the Office Manager and leads vendor relationships for operations, partnering across departments to remove barriers, improve reliability, and support a consistent, welcoming experience for staff, community members, and partners.

The DOO brings a systems mindset and a hands-on approach to execution translating priorities into operational plans, maintaining strong documentation and follow-through, and continuously improving how the organization runs.

The DOO does not hold decision -making authority over Human Resources, payroll, compensation, employee relations, accounting or financial management, and operates in close partnership with People and Culture, Finance and executive leadership.

ATTRIBUTES OF A COMPETITIVE CANDIDATE

• Demonstrated operational leadership with the ability to build and sustain systems that improve reliability, quality, and staff effectiveness.
• Strong execution discipline: plans work clearly, follows through consistently, and closes loops across people, vendors, and processes.
• High integrity and transparency: communicates accurately, documents decisions and outcomes, elevates risks early, and addresses issues directly and professionally.
• Sound judgment under pressure, with a practical approach to triage, problem-solving, and continuous improvement.
• Skilled relationship manager who can set clear expectations with vendors and partners and hold service standards consistently.
• Effective people manager who coaches, supports, and holds direct reports accountable while building trust and clarity.
• Strong communicator who can translate operational needs into clear recommendations, timelines, and action plans.
• Commitment to Mamatoto Village’s mission and values, including community-centered, equity-driven, and healing-informed approaches to how work is carried out.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may need to be assigned to meet organizational needs.

Senior Leadership and Organizational Contribution

• Serve as an active member of Mamatoto Village’s Senior Leadership Team, contributing to annual planning, organizational goal setting, and whole-organization strategy discussions.
• Bring an operational and systems-based perspective to organization-wide decision-making, identifying implementation considerations, operational risks, and resource implications.
• Collaborate with peer Directors to ensure cross-functional initiatives are aligned, sequenced appropriately, and supported by clear operational plans.
• Translate strategic decisions into actionable operational strategies that support consistent execution across departments.
• Actively participate in leadership meetings, retreats, and strategic planning sessions with preparation, candor, care, and accountability.
• Support shared leadership norms, including direct communication, thoughtful problem-solving, and alignment once decisions are finalized.
• Model executive-level professionalism, sound judgment, discretion, and integrity in all leadership interactions.
• Reinforce organizational values and equity-centered practices in both leadership engagement and operational implementation.

Operational Leadership and Systems Management

• Serve as the owner for operations: clarify ownership, timelines, dependencies, handoffs, and escalation paths for operational workstreams.
• Translate the CEO's direction into operational plans, SOPs, workflows, and implementation cadences that are adopted and sustained.
• Establish and maintain an operational rhythm: action trackers, issue triage, decision logs, documentation standards, and adoption checks.
• Identify operational risks and constraints early; present options and recommendations; implement final decisions with fidelity.
• Ensure operational documentation is current, accessible, and consistently adopted across teams; monitor adherence and address gaps through training and follow‑up.

Facilities and Physical Infrastructure

• Oversee all facilities operations to ensure spaces are safe, accessible, clean, organized, and fit for mission delivery.
• Build and manage preventive maintenance schedules; coordinate repairs and upgrades; maintain incident and facilities records.
• Lead site readiness for expansions, renovations, relocations, and space optimization as organizational needs evolve.

Vendor, Contracts and Compliance Management

• Oversee operations-related vendor relationships (facilities, maintenance, security, IT support, equipment, etc.), including service standards, performance management, and issue resolution.
• Ensure vendors comply with organizational policies and site protocols; maintain up-to-date vendor contact lists and service documentation.
• Partner with Finance for payment processing and with People and Culture for any vendor-related workforce implications (no independent Finance/HR authority).
• Manage the operational contracting workflow for vendors and 1099 contractors, including drafting scopes of work and operational requirements, routing for review, maintaining templates, and ensuring complete documentation and timely renewals.
• Maintain and manage an organizational compliance calendar for operations-related requirements, including federal, state, and DC business compliance filings, registrations, and renewals, in coordination with the CEO and external advisors as needed.
• Coordinate licensing and facility-related compliance requirements (as applicable), including documentation readiness, renewal timelines, and required postings/records.
• Coordinate procurement and renewal workflows for organizational insurance policies and insurance-related contracts (e.g., general liability, professional liability, property, workers’ comp as applicable), ensuring accurate records and timely submissions in coordination with brokers/consultants and Finance for payments.
• Maintain centralized, auditable records for contracts, certificates of insurance (COIs), certificate of need, W-9s, 1099 contractor documentation, licenses, and compliance filings; ensure staff know where to locate current versions.

Office Administration and Front Office Operations

• Supervise the Office Manager; set clear expectations, workflows, and performance standards for front office reliability and staff experience.
• Ensure front-facing operations are culturally aligned, trauma-informed, and consistently welcoming for staff, visitors, clients, and partners.
• Oversee inventory systems for supplies/equipment; maintain ordering and replenishment triggers and documentation.

Policy and Process Implementation (Non-HR / Non-Finance)

• Partner with the Director of People and Culture and Finance leadership to implement approved policies and compliance requirements through operational training and process adoption.
• Maintain operational SOP library; ensure staff know where to find procedures and what compliance looks like in practice.
• Support organizational compliance through operational documentation and readiness (excluding Finance and HR ownership).

Cross-Functional Partnership and Executive Conduct

• Collaborate closely with the Chief of Staff to ensure operational execution aligns to organizational priorities and timelines.
• Maintain clear decision-right discipline: escalate conflicts, risks, or tradeoffs through the CEO and appropriate executive channels.
• Model professionalism and trust-building through accurate information flow and consistent documentation.

Insurance Payor and MCO Contracting Support

• Partner with the CEO to support the procurement, negotiation, and maintenance of insurance payor and Managed Care Organization (MCO) contracts related to Mamatoto Village’s Maternal and Child Health (MCH) programs.
• Coordinate preparation of required documentation for insurer contracting, including organizational profiles, licensing materials, certificates of insurance, compliance attestations, and service descriptions.
• Participate in contract review and negotiation discussions alongside the CEO, ensuring operational feasibility, implementation readiness, and alignment with service delivery capabilities.
• Maintain and monitor compliance with MCO Master Service Agreements (MSAs) and related contract terms, including documentation standards, reporting obligations (non-financial), renewal timelines, and operational requirements.
• Develop and maintain a centralized tracker for payor contracts, credentialing status, renewal dates, and compliance deliverables; escalate risks or deadlines that may impact service continuity.
• Coordinate cross-functionally with Program and Finance teams to ensure operational workflows align with insurer requirements, while billing, claims submission, and revenue reconciliation remain managed by Finance.
• Ensure that operational policies, documentation standards, and staff training align with contracted insurer requirements for service delivery.

SKILLS AND REQUIREMENTS TO FOSTER SUCCESS

Education

• Bachelor’s degree required in Business Administration, Operations Management, Public Administration, Organizational Leadership, or related field.
• Equivalent combination of education and directly relevant experience may be considered.
• Advanced degree preferred (e.g., MPA, MBA, MPH, MHA, JD, or related discipline), particularly for candidates with demonstrated strength in organizational systems, contract administration, and compliance coordination.

Experience

• Minimum of 10 years of progressive experience leading operations, administration, and/or organizational systems in a complex environment (nonprofit, healthcare-adjacent, public sector, or mission-driven setting preferred).
• Demonstrated success designing, documenting, and implementing repeatable operational processes (SOPs, workflows, playbooks, trackers) with measurable adoption.
• Proven experience managing vendor relationships and contracts, including scopes of work, renewals, performance management, and compliance documentation (COIs, W-9s, contractor files).
• Demonstrated experience coordinating organizational licensing, insurance documentation, and federal/state/DC business compliance requirements.
• Experience supporting contract administration and compliance for external agreements (e.g., service agreements, MSAs), including tracking obligations and ensuring operational readiness.
• Supervisory experience with direct reports, including goal setting, coaching, accountability, and performance management.
• Experience operating in multi-department or multi-program environments with competing operational priorities strongly preferred.

Technical Proficiency

• Strong proficiency in Google Workspace (Docs, Sheets, Slides, Drive) and project management tools.
• Demonstrated ability to build and maintain tracking systems (e.g., compliance calendars, vendor logs, contract trackers, operational dashboards).
• Experience maintaining organized digital documentation systems with strong version control and audit readiness.
• Familiarity with procurement workflows, insurance documentation requirements, and contract routing processes.
• Experience with project management or process improvement methodologies (Lean, Six Sigma, PMP, Agile, etc.) preferred.

Interpersonal Skills

• Excellent organizational, time management, and prioritization skills.
• Strong written and verbal communication skills, including the ability to produce clear process documentation and executive-ready updates.
• High integrity and discretion when handling sensitive contractual, compliance, and organizational information.
• Ability to collaborate effectively across departments and maintain clear communication in complex operational environments.
• Demonstrated ability to receive constructive feedback and continuously improve systems and processes.
• Professional presence and sound judgment in leadership settings.

Work Environment and Expectations

• This role requires on-site presence to oversee facilities and operations.
• Must be based in the DC region.
• Periodic local, regional, or state travel may be required to support events, represent the organization, and the annual leadership retreat.
• Some evenings and weekends may be required to support organizational needs and events.

Mamatoto Village offers an intentional benefits package:

Leave and wellness benefits:

• 12 days PTO, 7 sick days, 10 paid holidays, and 1 floating holiday
• Up to 5 -days Bereavement leave (paid)
• 2 weeks paid Radical Rest (late December)

Family-forward supports:

• 12 weeks of paid parental leave
• Perinatal Support Benefit (Doula care, lactation, and education)
• Company-provided computer

Financial and professional benefits:

• HRA Stipend (health, dental, vision)
• 403(b) retirement plan with employer match
• Short-term disability
• Professional development stipend
• Regular team-building activities

English proficiency required