Director of Operations: Healthcare Department

 The Director of Operations, Healthcare Department, is responsible for the overall leadership, management, and performance of ASCC's Healthcare Operations Division. This position oversees project execution, service delivery, workforce management, operational excellence, quality assurance, customer satisfaction, and financial performance across all healthcare integration, communications, and technology deployment projects. 

The Director of Operations provides strategic leadership to Project Management, Service Management, and Technical Operations teams while ensuring projects are delivered safely, on schedule, within budget, and in accordance with customer requirements, industry standards, and company objectives. 

This role partners closely with Sales, Engineering, Clinical Applications, Finance, Human Resources, and Executive Leadership to drive continuous improvement, operational scalability, revenue growth, and customer retention. 

Strategic Leadership 

• Develop and execute departmental strategic plans aligned with corporate objectives.  
• Establish and monitor departmental KPIs, operational metrics, and performance dashboards.  
• Drive continuous improvement initiatives to improve efficiency, profitability, quality, and customer satisfaction.  
• Participate in annual business planning, forecasting, and budgeting processes.  
• Identify operational risks and implement mitigation strategies.  
• Serve as a member of the Healthcare Leadership Team. 

Financial Management 

• Own departmental profit and loss performance.  
• Monitor project gross margins and departmental profitability.  
• Review project financial performance and implement corrective actions as necessary.  
• Manage labor utilization and workforce productivity.  
• Support revenue forecasting and backlog management.  

Operational Excellence 

• Develop and maintain standardized operating procedures and best practices.  
• Ensure consistent execution of project management methodologies.  
• Monitor resource allocation across installation, integration, and service teams.  

Customer Experience 

• Serve as executive escalation point for critical customer issues.  
• Ensure customer satisfaction goals are consistently achieved.  
• Participate in key customer meetings and strategic account reviews.  
• Drive warranty resolution and customer acceptance processes.  

Workforce Development 

• Recruit, mentor, develop, and retain high-performing managers and technical staff.  
• Create succession planning strategies for critical operational roles.  
• Conduct regular performance reviews and leadership development planning.  
• Promote employee engagement and accountability.  

Compliance and Safety 

• Ensure compliance with OSHA regulations, healthcare facility requirements, infection control procedures, and applicable industry standards.  
• Maintain departmental adherence to company safety programs.  
• Ensure all required certifications, training, and credentials remain current. 

Performance Expectations / Key Performance Indicators 

• Department revenue attainment  
• Gross margin performance  
• Project completion on-time percentage  
• Customer satisfaction scores  
• Service response and resolution metrics  
• Employee retention and engagement  
• Safety performance and OSHA compliance  
• Forecast accuracy  
• Labor utilization rates  
• Backlog management and project throughput 

Requirements / Qualifications 

• Excellent written and verbal communication skills. 
• Ability to interface with customers (end users, contractors) for problem-solving and escalation of issues. 
• Ability to work with all levels of the organization to improve processes and procedures. 
• Must be able to meet strict guidelines 
• Must be able to prioritize tasks effectively 
• Strong organizational skills  
• Strong attention to detail 
• Good computer skills 
• Ability to trouble-shoot / problem solve the needs of staff based on company goals and policies. 
• Must be responsible, self-motivated, a self-starter, personable, and well-organized. 
• Ability to encourage teamwork, handle conflict, and utilize negotiation skills as required. 
• Must be a critical thinker and possess excellent problem-solving skills. 
• Effectively prioritize tasks and meet established deadlines 
• Ability to manage multiple tasks simultaneously. 
• Strong interpersonal skills; ability to work with diverse groups. 
• Knowledge of OSHA, local codes. 

Education and Experience 

• B.S. in business administration, management, engineering or operations. A master’s degree is a plus 
• Industry-relevant experience in critical communications, healthcare, education, security, IT, or Telecom 
• Knowledge and experience in organizational effectiveness and operations management 
• Knowledge of business and management principles and practices 
• Knowledge of financial and accounting principles and practices 
• Knowledge of project management principles and practices 
• Information technology skills a plus