New England Village

Job Title: Chief Operating Officer

Location: Pembroke, MA

Salary: $130,000-$155,000

Summary of Position:

The Chief Operating Officer (COO) is a key strategic leader responsible for the integrity, quality, and sustainability of New England Village’s entire service delivery system. Reporting to the CEO, the COO provides mission-driven leadership and organization-wide oversight to ensure operational excellence, compliance, and strategic alignment across all service lines, including Residential Services, Day Services (Community-Based Day Supports, Employment, and Day Habilitation), Enrichment and Community Services, and integrated clinical supports such as Nursing and Behavioral Services, along with organizational support functions. The COO also leads initiatives in program improvement and quality assurance, fostering a culture of accountability, innovation, and continuous improvement.

The COO holds accountability for organizational performance and risk management, ensuring alignment with NEV’s mission, values, and long-term strategic objectives. Through data-informed decision-making, leadership development, and cross-functional integration, this position ensures NEV remains a high-performing, mission-focused organization prepared for sustainable growth.

Key Responsibilities:

Strategic Leadership & Planning

Collaborate with the CEO and Executive leadership to develop and execute NEV’s strategic plan.
Translate mission and strategic objectives into actionable operational plans.
Identify opportunities for program expansion, partnerships, and service innovation.
Lead cross-functional initiatives that enhance service integration and organizational impact.
Participate in long-range planning and strategic business development.

Operational Efficiency & Process Improvement

Provide oversight of Clinical and Behavioral Services to ensure compliance and quality standards are met.
Provide system-wide oversight of all service lines to ensure quality, compliance, and sustainability.
Ensure adherence to all federal, state, and local regulations (e.g., DDS, DPH, CARF).
Lead a robust Continuous Quality Improvement (CQI) framework across all service lines, including incident and risk management, regulatory compliance systems, and contractual obligations.
Utilize data governance and performance analytics to drive informed decisions and foster accountability.
Coordinate annual policy and procedure reviews across departments.
Identify and evaluate opportunities for program expansion, partnerships, and service innovation.

Financial Stewardship

Partner with the CFO to develop and monitor program budgets and financial performance.
Oversee state and private contract management, amendments, and negotiations with all funding sources.
Implement cost-control measures and revenue-enhancing strategies to ensure fiscal sustainability.
Ensure accurate and timely billing and documentation practices within program operations; implement cost-control and revenue-enhancing strategies.

Innovation & Technology

Champion technology adoption and data analytics to improve efficiency and service quality.
Advance workflow and staffing models that enhance compliance and operational performance.
Foster a culture of innovation to address emerging needs and improve accessibility.

Leadership Development & Culture

Mentor program directors and senior leaders to build a high-performing leadership team.
Promote an inclusive, positive workplace culture focused on accountability and growth.
Lead initiatives to strengthen recruitment, retention, training, and succession planning.

External Relations & Advocacy

Represent NEV in external engagements with stakeholders, funders, and community partners.
Participate in Board meetings and provide strategic updates on operations and performance.
Support advocacy efforts aligned with NEV’s mission and the needs of individuals served.
Cultivate relationships that advance strategic goals and service quality.

Performance Monitoring & Reporting

Establish and monitor key performance indicators across programs.
Deliver timely, accurate reports on operational progress, challenges, and outcomes.
Use data to inform strategic decisions and ensure alignment with best practices and standards of care.

Qualifications:

Education:

Master’s degree in Human Services, Public Administration, Healthcare Management, or related field preferred; however, candidates with substantial executive-level or extensive senior leadership experience—demonstrating success in strategic planning, operational oversight, compliance, and organizational performance within human services or nonprofit settings—will be strongly considered in lieu of a degree.

Experience:

Minimum of 10 years of progressive executive leadership experience in nonprofit or human services management, with demonstrated success in strategic planning, operational oversight, compliance, and financial performance. Candidates with at least 5 years of executive-level experience are strongly preferred.
Proven experience interfacing with DDS including Area Office contracting, amendments, negotiation of additional supports, and alignment to regulated rate structures/activity codes.
MassHealth operations/compliance experience (e.g., Day Habilitation or related services), payer/government partner engagement, audits, and reporting.
CARF accreditation leadership (survey readiness, standards implementation, and corrective action management).
Experience overseeing clinical supports (Clinical, behavioral health) within human services or healthcare settings.
Proven ability to lead cross-functional teams and integrate operational and clinical systems.
Proven success in strategic planning, operational oversight, and regulatory compliance.
Experience with services for individuals with intellectual and developmental disabilities strongly preferred.

Skills and Abilities:

Executive-level leadership, team building, and mentoring; proven ability to lead cross-functional operations and deliver measurable results.
Advanced contract management and negotiation skills with state agencies; ability to translate contract terms into sustainable budgets, staffing patterns, and documentation.
Strong financial acumen: budget development/management, cost control, and revenue optimization linked to contract requirements.
Quality, risk & compliance expertise: CQI, incident/risk processes, data governance, and performance analytics.
Proficiency with Microsoft 365 and relevant electronic platforms; ability to drive technology adoption for operational efficiency.
Proficiency with the implementation of Electronic Health Records (EHS)
Exceptional communication and stakeholder engagement skills.
Excellent strategic thinking and analytical skills.
Commitment to ethical leadership and continuous improvement.

Why work here?

Do work that matters. Make a difference in the world. We offer training!

NEV values its employees and offers a comprehensive and generous benefit package that includes:

403b with company match
Health, Vision, Dental with generous contribution toward medical insurance premiums
Flexible Savings Account and HRA
Employer Paid Life, AD&D, and LTD
Tuition Remission Program and Tuition Reimbursement program
Free on-site gym with pool, free wellness classes (yoga, Zumba, and more!)
Generous Paid Time Off for work-life balance

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Chief Operating Officer

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