Support Department Operations

SCOPE OF POSITION

The Support Department Operations Manager is responsible for overseeing and managing essential support department processes delegated by the Executive Director to enhance the efficiency and effectiveness of Total Care Services, Inc. (TCS) and its subsidiaries. This role collaborates closely with Support Department Directors to ensure smooth operational workflows, compliance, and process improvements across all support functions.

This position plays a critical role in process oversight, strategic project management, resource coordination, and policy implementation, ensuring alignment with TCS’s mission and goals. The ideal candidate must be highly organized, detail-oriented, and adaptable, with strong problem-solving and decision-making abilities. Additionally, this individual must have exceptional writing, editing, and reading skills to draft, review, and refine reports, correspondence, policies, and presentations, ensuring clarity, accuracy, and professionalism.

Furthermore, this role requires the ability to effectively communicate and represent the Executive Director’s voice, ensuring that assigned plans and initiatives are carried out as intended. The Support Department Operations Manager will provide updates to the Executive Director and attend meetings and events, speaking on behalf of the Executive Director when necessary.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

Support Department Process Management

• Collaboration with Support Department Director (Administration, People and Culture, Finance and Accounting, and Development) on processes, ensuring efficiency, accuracy, and compliance.
• Optimize workflows and implement best practices within the support department functions.
• Monitor and evaluate operational performance, identifying areas for improvement.
• Identify and resolve process inefficiencies and risks, ensuring minimal disruptions to business functions.
• Ensure compliance with relevant laws, regulations, and contractual obligations within support department functions.

Executive & Project Support

• Execute processes and initiatives assigned by the Executive Director, ensuring timely and efficient completion.
• Serve as the primary liaison between the Executive Director and Support Department Directors, committees, and internal/external stakeholders regarding support department initiatives.
• Work closely with the Executive Director on assigned tasks, including oversight of support department special projects.
• Develop detailed project plans for support department process improvements, outlining scope, objectives, and timelines.
• Track project progress, anticipate roadblocks, and propose solutions to ensure timely completion of support department initiatives.

Writing, Editing & Communication

• Draft, review, and edit high-level reports, policies, presentations, proposals, and correspondence related to support department processes.
• Ensure all written materials align with organizational standards, regulatory requirements, and best practices.
• Proofread support department documents for accuracy, grammar, tone, and consistency.
• Synthesize complex information into concise and easily digestible reports for executive review.
• Support the development and maintenance of internal and external communication materials related to support department operations.

Communication, Partnerships & Outreach

• Ensure effective communication between the Executive Office, Support Department Directors, and external partners.
• Act as a key point of contact for support department process management, maintaining professional and diplomatic communication.
• Assist in scheduling and attending executive meetings, documenting minutes and tracking follow-ups related to support department activities.
• Attend meetings and events, speaking in the Executive Director’s voice and carrying out assigned plans.

Technology & Process Improvement

• Leverage Microsoft Office, CRM systems, and project management tools to optimize support department workflows.
• Identify and implement process improvements within support departments to enhance efficiency and productivity.
• Provide technical support for the Executive Office to ensure seamless support department processes.

Decision-Making & Compliance

• Make ethical and strategic decisions aligned with TCS’s Code of Conduct, state/federal regulations, and HIPAA guidelines within support department functions.
• Handle sensitive and confidential information with discretion.
• Ensure conflict-of-interest policies are followed, maintaining integrity and transparency.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Management, Communications, Human Services, or a related field (Master’s preferred).
• 3–5 years of experience in support department process management, administration, or a leadership role.
• Exceptional writing, editing, and reading comprehension skills with demonstrated experience in policy writing, report development, and professional correspondence.
• Strong communication, interpersonal, and negotiation skills.
• Proficiency in Microsoft Office, CRM systems, and project management software.
• Exceptional problem-solving, analytical, and decision-making abilities.
• Ability to multitask, prioritize, and work under pressure while maintaining accuracy and efficiency.
• Experience working in a mission-driven, healthcare, or human services environment preferred.
• Ability to travel up to 20%, as needed.
• High level of confidentiality, discretion, and professionalism.
• And other duties as assigned.

Work Environment & Schedule

• Primarily an office environment, with flexibility for remote work when necessary.
• Requires some travel for community-based meetings, events, and operational site visits.
• Must maintain a quiet, secure workspace for remote work and ensure access to reliable high-speed internet.
• The position comes with company-provided office equipment (laptop, phone, and printer).

Total Care Services, Inc. is committed to equal employment opportunity and to compliance with federal, state, and local laws governing non-discrimination. Total Care Services, Inc. is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

Total Care Services, Inc. does not permit dual employment. Dual employment is defined as outside employment with another entity in which responsibilities require fulfillment during the same hours as the employee’s responsibilities to Total Care Services, Inc. If I become employed at Total Care Services, Inc., I understand and acknowledge that I may not start or maintain outside employment now or in the future, with another entity in which responsibilities require fulfillment during the same hours that I am fulfilling my Total Care Services, Inc. responsibilities.

Job Type: Full-time

Pay: $85,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift
• Morning shift

Education:

• Bachelor's (Required)

Experience:

• Support Department Management: 3 years (Required)
• Working in Human Services: 3 years (Required)

Ability to Commute:

• Lanham, MD 20706 (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Lanham, MD 20706

Salary : $85,000 - $90,000