Director, Hope Lodge Operations - Remote

At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

The Regional Director, Hope Lodge Operations holds a key leadership position within the American Cancer Society (ACS), overseeing the operational strategy and execution of multiple Hope Lodges within a designated region. Reporting directly to the Vice President of Hope Lodge, the Regional Director provides strategic guidance, operational oversight, and leadership to ensure the delivery of exceptional hospitality, support services, and accommodations to cancer patients and their caregivers across diverse communities. By fostering collaboration, innovation, and continuous improvement, the Regional Director plays a crucial role in advancing the mission and impact of Hope Lodge operations.

• Strategic Leadership: Develop and implement strategic initiatives to align Hope Lodge operations with the mission and goals of the American Cancer Society, driving organizational growth and impact.
• Operational Oversight: Provide strategic guidance and operational oversight to General Managers of 8-10 Hope Lodges within the region, ensuring compliance with organizational standards, ACS regulations, and quality benchmarks.
• Performance Management: Monitor and evaluate the performance of each Hope Lodge within the region, providing feedback, guidance, and support to optimize operational efficiency, guest satisfaction, and financial performance.
• Financial Management: Collaborate with General Managers to develop and monitor financial budgets, forecasts, and expenditures, identifying opportunities for cost savings, revenue generation, and resource allocation.
• Guest Satisfaction: Handle elevated guest concerns & complaints, implement strategic solutions to reduce concerns and complaints from reoccurring.
• Staff Development: Offer mentorship, coaching, and professional development opportunities to General Managers and operational staff members, fostering a culture of leadership, excellence, and continuous improvement.
• Community Engagement: Coach and Support General Managers in achieving high participation in community engagement programming.
• Quality Assurance: Ensure the delivery of high-quality hospitality services, support programs, and accommodations to cancer patients and their caregivers, maintaining service excellence and guest satisfaction.
• Strategic Planning: Collaborate with regional and senior leadership teams to develop strategic plans, initiatives, and objectives for Hope Lodge operations, contributing to the overall success of the American Cancer Society's mission.
• Compliance Oversight: Ensure compliance with organizational policies, procedures, and requirements, addressing any issues or concerns related to legal, safety, or ethical standards.
• Subject Matter Expert: Support overall Hope Lodge Operations by becoming subject Matter Expert on Hope Lodge Operational systems (HMS, Salesforce, IContract, etc.)

FORMAL KNOWLEDGE:

• Bachelor’s degree in Business Administration, Healthcare Administration, Hospitality Management, or related field. Can be supplemented with experience in multi-site operational management in a hospitality, healthcare, or non-profit setting.
• Minimum of 3-5 years of progressive leadership experience in operations management, preferably in hospitality, healthcare, or nonprofit sectors, with at least 2 years in a management role.

SPECIALIZED TRAINING OR KNOWLEDGE:

• Strong leadership, communication, and interpersonal skills, with the ability to inspire, motivate, and influence others to achieve organizational goals.
• Proven track record of strategic planning, operational management, and financial oversight in a multi-site environment, with a focus on service excellence and continuous improvement.
• Knowledge of industry trends, regulations, and best practices related to operations management, hospitality services, and patient support programs.
• Demonstrated ability to build and maintain relationships with diverse stakeholders, including community partners, donors, volunteers, and healthcare providers.
• Strategic thinker with the ability to analyze complex issues, develop innovative solutions, and implement effective strategies to achieve desired outcomes.
• Commitment to the mission and values of the American Cancer Society, with a passion for serving cancer patients and their caregivers and improving access to quality care and support services.

COMPETENCIES/SKILLS:

• Leadership: Ability to provide strong leadership and direction to General Managers and operational staff, fostering a culture of excellence, collaboration, and continuous improvement.
• Communication: Excellent verbal and written communication skills are necessary for effectively conveying information, instructions, and feedback to stakeholders through various channels.
• Strategic Planning: Skill in developing and implementing strategic initiatives to align Hope Lodge operations with organizational goals, drive growth, and maximize impact.
• Operational Management: Strong operational management skills are required to oversee the day-to-day operations of multiple Hope Lodges, ensuring compliance with standards, regulations, and quality benchmarks.
• Financial Management: Knowledge of financial management principles, including budgeting, forecasting, and financial analysis, to monitor budgets, expenditures, and financial performance of each Hope Lodge within the region.
• Problem-Solving: Capacity to identify challenges, analyze complex issues, and develop innovative solutions to address operational issues, guest concerns, and other critical issues.
• Team Management: Skill in managing and supporting a diverse team of General Managers and operational staff, including setting performance expectations, providing feedback, and fostering professional development.
• Strategic Partnerships: Ability to cultivate and maintain relationships with community partners, healthcare providers, donors, and stakeholders to raise awareness, secure resources, and expand support networks for Hope Lodge operations.
• Quality Assurance: Dedication to ensuring the delivery of high-quality hospitality services, support programs, and accommodations to cancer patients and their caregivers, maintaining service excellence and guest satisfaction.
• Analytical Skills: Strong analytical skills are necessary to evaluate operational performance, identify trends, and make data-driven decisions to optimize efficiency and effectiveness.
• Adaptability and Resilience: Flexibility and adaptability to navigate changing priorities, unexpected events, and evolving guest needs with agility and resilience.
• Strategic Thinking: Ability to think strategically, anticipate future needs, trends, and opportunities, and develop proactive strategies to address operational challenges and achieve desired outcomes.
• Commitment to Mission: A passion for serving cancer patients and their caregivers and a commitment to upholding the mission and values of the American Cancer Society

SPECIAL MENTAL OR PHYSICAL DEMANDS:

• Travel: The role requires frequent travel within the designated region to visit each Hope Lodge, attend meetings, and engage with stakeholders, requiring physical mobility and stamina.
• Site Visits: Physical presence at each Hope Lodge to assess operational needs, provide support, and ensure compliance with organizational standards and regulations.
• On-Site Support: Availability to provide on-site support during emergencies, crises, or significant operational events at any of the Hope Lodge locations within the region.
• Meeting Attendance: Participation in meetings, conferences, and events related to Hope Lodge operations, which may involve prolonged periods of sitting, standing, or walking.
• Manual Tasks: Some manual tasks may be required during site visits or operational support, such as lifting, carrying, or moving equipment or supplies as needed.

The starting rate is $105,000 to $120,000. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.