ABA Center Operations Supervisor

Position Overview:

The Center Operations Supervisor oversees day-to-day operational aspects of the therapy center, reporting to the Director of Operations. This leadership position is accountable for ensuring operational excellence while partnering with clinical leadership to drive exceptional service delivery. The role requires hands-on operational management and includes direct supervision of administrative staff.

Key Responsibilities:

Center Leadership & Operations:

• Support and execute center operations including daily functioning, resource allocation, and performance metrics
• Communicate critical operational decisions according to established protocols and escalation paths regarding:
• Weather-related delays/closures (upon Director of Operations approval)
• Client attendance issues and service cancellations (following established protocols)
• Emergency response and crisis management (with clear escalation paths)
• Resource deployment and staffing adjustments (within approved parameters)
• Monitor and manage center KPIs including capacity, utilization, and financial metrics
• Support and implement continuous improvement initiatives through data analysis and process optimization
• Oversee cleaning crew and staff clean up protocols to maintain an organized and neat environment
• Oversee and address and solve all operational and structural issues that arise throughout the day

Staff & Resource Management:

• Supervise front desk staff and coordinate with clinical team members
• Manage the daily scheduling operations including:
• Staff utilization optimization
• Break/lunch coverage coordination
• Absence management
• Down-staffing protocols and approvals
• Ensure proper staffing levels through collaboration with recruiting
• Conduct and facilitate RBT meetings and BCBA meetings alongside Clinical Director
• Conduct Performance reviews with RBT’s in collaboration with HR and clinical director
• Ensure facility has proper equipment and materials (clinical items in collaboration with Clinical Director)
• Manage facility operations including:
• Vendor relationships and contracts
• Maintenance protocols and scheduling
• Supply chain and inventory management
• Space utilization and organization
• Safety and security systems

Parent & Client Experience:

• Support intake and enrollment process execution through established protocols
• Ensure staffing needs are met in collaboration with recruitment team
• Support the staff orientation and training in partnership with HR
• Follow a clear protocol and process to manage substitute coverage for staff absences/time off
• Ensure appropriate coverage for breaks and lunches
• Maintain up-to-date staff availability and certification tracking
• Ensure intake goals and center capacity is met at all times
• Review and approve all client service cancellations following established protocols
• Manage operational aspects of client discharge process
• Staff and client Crisis Management:
• Establish and maintain clear escalation protocols
• Document all incidents following established procedures
• Coordinate with appropriate authorities when required
• Manage parent communications during crisis situations
• Ensure proper follow-up and preventive measures
• Manage and attempt to deescalate staff issues and coordinate with Clinical Director and HR when necessary
• Establish and maintain communication standards
• Oversee parent engagement initiatives
• Monitor client satisfaction and attendance patterns
• Conduct parent tours of the facility in collaboration with Clinical Director and provide brochures and handouts

Systems & Compliance:

• Maintain center documentation standards and protocols