Intercare Therapy

Full Job Description

Intercare Therapy is a private-for-profit behavioral health organization headquartered in Los Angeles, with offices in California, Colorado, Oregon, Maryland and Nevada. Founded in 1979, we serve over 1,000 individuals of all ages who are diagnosed with autism and/or related disorders. Both our clinical and business operations adhere to learning and behavior management principles based on the science of applied behavior analysis.

Intercare is an autism services health care company, growing rapidly, with almost 900 employees spread throughout thirteen offices across five states. The vast-majority of our work force is remote, and mobile.

At Intercare, we focus on culture, great clinical work, integrity, communication and adaptability. Our team is exceptionally trained, reliable, dependable and passionate. We love what we do, and we are seeking a partner who shares our passion for improving the lives of children and families affected by autism. We provide evidence-based behavior services that support individuals with autism and related disorders and their families. Our mission is to increase independence and improve the quality of life of our client families.

At Intercare, we prioritize staff satisfaction! We are proud of our reviews and scores on Indeed and Glassdoor, and our Staff Satisfaction Survey Results, which report that >85% of our employees are satisfied with our culture and would recommend Intercare to a friend (compared to 23% industry standard). We are proud to be the highest rated established ABA organization on Glassdoor! Check out our rankings and reviews on Glassdoor!

https://www.glassdoor.com/Reviews/Intercare-Therapy-Reviews-E280801.htm

POSITION SUMMARY

  • We are seeking a Vice President of Operations and Strategy to oversee our central operations teams (client intake, field operations, and scheduling) and build and execute our growth strategy. This role has a pivotal voice in helping to shape and guide the future growth, strategy, and development of the organization.
  • The VP of Operations and Strategy will partner closely with our Product team, the Clinical organization, and other department heads to help Intercare scale to rapidly over the next 3 years. In this role, you’ll be leading our operations team to hit growth targets and client experience metrics, while working with our Manager of Strategy to define the priorities and roadmap for the organization.
  • We are looking for a candidate who has a passion for our mission, a strong strategic and analytical toolkit, and a proven track record of managing teams to hit performance metrics.
  • This position reports to the President/Chief Operating Officer (COO)
  • Compensation: $160,000 – $200,000

CLIENT OPERATIONS

  • Your goal will be to help the Client Services team scale to meet Intercare’s growth goals while delivering world-class customer service. To do this, you will:
  • Manage the Senior Director of Client Services to develop data-driven strategies to increase efficiency and continuously improve the performance of the client operations teams
  • Develop and own quarterly operational targets, fostering a high-performing team culture to hit those targets
  • Spearhead implementation of key strategic projects and help clear roadblocks at the front lines
  • Serve as informal product manager for workflows built out on Salesforce and Talkdesk platforms, identifying required features and prioritizing them according to value
  • Conduct regular best practice research and make recommendations on appropriate solutions based on research
  • Design complex processes through interviewing stakeholders and process owners to ensure team-wide standardization
  • Oversee change management activities associated with process improvement and engage leadership and stakeholders to obtain support and buy in for changes
  • Build and oversee execution of key operational processes, with end goal of creating playbooks that can scale across markets

STRATEGY

  • Your goal as Intercare’s strategy leader will be to support and advise the President/COO on strategic and operational growth initiatives to help expand the company’s impact. You will:
  • Lead long-term strategic planning, including development and expansion, working with CEO and President to define strategic priorities and roadmap
  • Define, develop, and evaluate company-wide OKRs and work with multiple stakeholders, often with competing/conflicting objectives, to ensure targets are hit
  • Help President/COO to measure and improve operating performance opportunities of all departments – increase net operating income year over year, and assist in exceeding budget expectations across the company.
  • Initiate, scope, and oversee projects that help drive revenue expansion or lay the foundation for scale
  • Develop change management plan to support strategic projects and work collaboratively with department heads to execute on key projects
  • Partner with department heads/subject matter experts to help answer critical strategic questions
  • Develop a deep understanding of the ABA market landscape and our business needs through regular interviews with subject matter experts, market research, and rigorous analysis
  • Work directly with CEO and President on new business objectives, financial analyses, and expansion efforts

REQUIRED SKILLS AND EXPERIENCE

  • Bachelor’s degree
  • MBA, Management consulting experience preferred
  • 5+ years of experience in operations or health care, preferably with background in management consulting, operations, or product management
  • 3+ years of people management experience, preferably with experience managing people managers
  • Proven track record managing operational teams to hit metrics, preferably with contact center experience
  • Experience helping teams navigate the adoption of new technology and changing workflows
  • Ability to think analytically, critically, and logically to help teams develop elegant approaches to complex issues
  • Strong data analysis and problem-solving skills, with Tableau or BI experience a plus
  • Executive presence and gravitas and ability to cultivate relationships of all kinds and at all levels
  • High degree of independence and ability to take initiative
  • Passion to help team members and empower clients
  • Exceptional written, oral, interpersonal and presentation skills
  • Strong human capital management knowledge
  • Appropriate professional behavior and positive attitude; highly responsive and reliable
  • Ability to manage multiple priorities while maintaining a high level of detail and organization
  • Excellent judgment and the ability to balance resourcefulness and discretion, demonstrates ability to protect confidential and proprietary information of the firm
  • Experience and high proficiency using Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Project, as well as experience with Tableau or similar Business Intelligence (BI) dashboard software
  • Experience working with strong analytical and problem-solving skills involving data and predictive modeling
  • Ability to package and present complex analyses and recommendations clearly
  • Willingness to go above and beyond to ensure issues and requests are sufficiently resolved
  • Ability to anticipate and react calmly in high-pressure situations and show calm under fire

WHAT YOU WILL BRING…

  • You greatly enjoy processes and organization, but also have a practical side which is both nimble and agile
  • You’re a seasoned operator who excels at building and driving teams who meet and exceed their goals
  • You have a passion for perfecting the customer journey and know how to set teams and organizations up for success and constant improvement
  • You’re a wizard at creating a culture of empowerment and excellence that no one wants to leave
  • You’re a creative problem solver who sees every challenge as an opportunity to accelerate progress
  • You have a strong operations, strategy and finance background and are able to tactically manage a P&L
  • You have an uncanny ability to collaborate cross-functionally and engage people outside of your direct team on board to help you succeed

Intercare Therapy will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Intercare Therapy supports a diverse workforce and is an Equal Opportunity Employer.


Learn more about us on 
YouTube!


If you have a BCBA and have experience in any of the following fields, we encourage you to apply:

Behavior Analyst, Autism, Social Learning, Social Skills, Developmental Condition, Psychology, Sociology, Social Services, Children, ABA

Intercare Therapy will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Intercare Therapy supports a diverse workforce and is an Equal Opportunity Employer.

$160,000 – $200,000 a year

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