Director of Operations
Nashville, TN
Full Time
Executive
JOB SUMMARY
The Tennessee Primary Care Association (TPCA) is a 501(c)(3) nonprofit membership association of Community Health Centers serving low-income and underserved populations across Tennessee. TPCA places a high value on member relations and customer service. It is a dynamic, team-oriented organization that provides support and technical assistance to health centers located in underserved communities.The Operations Director is responsible for overseeing organizational operations consistent with TPCA's mission, budget, and strategic plan. The Operations Director supports the viability of the organization through sound operational management, policy and procedure development, and continuous process improvement. This position provides oversight and leadership across compliance, information technology, facilities, and internal systems — designing and implementing innovative strategies to maximize mission impact while ensuring operational excellence.
The Operations Director leads TPCA's Finance, Operations, and Compliance Team and works across the organization to leverage policies, procedures, and technology that support both internal staff and TPCA's member community health centers. The Operations Director also provides logistical guidance to TPCA staff as they develop training and networking sessions, ensuring health centers receive relevant information, resources, and an excellent member experience.
As a member of the Executive Leadership Team, the Operations Director is entitled to a cell phone allowance and is expected to be available to staff at any time.
DUTIES AND RESPONSIBILITIES
- Lead process optimization and continuous improvement efforts to streamline workflows, eliminate redundancies, and implement best practices that enhance overall organizational operations.
- Regularly assess the effectiveness of operational processes through quantitative and qualitative metrics and standards; use data to identify gaps and drive improvement cycles.
- Develop, implement, and maintain TPCA's operational policies and procedures, ensuring they are current, compliant, consistently applied, and accessible to all staff.
- Conduct periodic policy reviews in coordination with the CEO and Leadership Team; draft new and revised policies as organizational needs evolve; submit policy updates to the Board of Directors for approval as required.
- Lead the Finance, Operations, and Compliance Team by developing an annual workplan, facilitating monthly team meetings, and monitoring progress against goals.
- Encourage staff and stakeholder feedback to identify opportunities for operational enhancement; develop and deliver training to staff on new or updated processes and systems.
- Ensure operational continuity across the organization by documenting standard operating procedures (SOPs) for critical functions and maintaining an up-to-date internal operations manual.
- Oversee the managed services provider and their continuity plan for ensuring reliability and security of TPCA's technology environment.
- Manage the organization's technology systems, including hardware and network infrastructure, ensuring IT systems are secure, up to date, and capable of supporting organizational activities.
- Provide oversight and leadership to TPCA's platforms and file structure; collaborate with staff to evaluate and implement new technology solutions and provide training on platforms and tools.
- Establish and maintain contingency plans for various scenarios, including data breaches, ransomware, or natural disasters, in coordination with the managed services provider and CEO.
- Work with TPCA Leadership to implement measures that safeguard sensitive information and protect data privacy (HIPAA); ensure compliance with data protection regulations and applicable industry standards.
- Oversee contracts and vendors that provide services and supplies to TPCA; monitor vendor performance and ensure contractual obligations are met.
- Co-manage operational budgets with the CEO; review invoices to ensure accuracy in pricing and work completed and secure CEO signature for payment authorization.
- Lead re-procurement efforts when requested or when vendor contracts are expiring; draft scopes of work and bid requests, evaluate bids with the Finance-Operations-Compliance Team, and collaborate with the CEO to finalize vendor contracts.
- Maintain an organized and updated contract register; track key dates, renewal windows, and vendor performance to ensure TPCA receives consistent value from all vendor relationships.
- Serve as TPCA's primary lead for the development, revision, implementation, and maintenance of organizational policies and procedures across all operational areas, including human resources, IT, facilities, travel, and financial operations.
- Conduct a structured annual policy review cycle in coordination with department leads and the CEO; ensure policies reflect current law, funder requirements, and organizational best practices.
- Develop and maintain a centralized policy library accessible to all staff; ensure staff are informed of new and revised policies in a timely manner and that understanding is confirmed through training or acknowledgment processes.
- Work with the CEO to ensure that Board-approved policies are implemented as written and that proposed policy changes are brought to the Board with appropriate documentation and recommendations.
- Monitor federal and state regulatory changes — including nonprofit governance requirements, employment law, and grant compliance standards — and proactively update policies to reflect new requirements.
- Develop and implement a TPCA internal audit process for operational compliance, reviewing adherence to policies and procedures and reporting findings to the CEO and Leadership Team.
- Coordinate with the Director of Finance and HR/Compliance staff to ensure alignment between financial controls, HR policies, and operational procedures.
- Serve as a resource and subject matter expert to TPCA member community health centers on operational topics, including policy development, compliance frameworks, workflow optimization, facilities management, and IT governance.
- Develop operational tools, templates, and resources — such as policy templates, SOPs, and compliance checklists — that member health centers can adapt to strengthen their own internal operations.
- Provide one-on-one and group technical assistance to member health centers on operational challenges, including navigating federal compliance requirements, improving administrative workflows, and implementing technology solutions.
- Coordinate with TPCA program staff to identify emerging operational trends or needs among member health centers and develop responsive resources or training sessions.
- Facilitate peer-learning opportunities among member health center operations staff, including workgroups, roundtables, and networking sessions, to support the sharing of best practices across TPCA's membership.
- Track and report on operational technical assistance activities, including types of support provided, members served, and outcomes, to inform TPCA's programmatic planning and reporting.
- Provide oversight and leadership to the Education and Engagement Coordinator as they manage and implement session plans, webinars, and the annual conference.
- Lead operational planning for TPCA's Annual Conference, including developing the annual event budget, managing the venue contract, negotiating favorable terms, and monitoring scope, timeline, and quality.
- Provide logistical guidance to TPCA staff as they develop training and networking sessions, with the goal of providing member health centers with relevant information, resources, and the best possible experience.
- Maintain current knowledge of TPCA policies and procedures and model adherence across the organization.
- Participate in TPCA staff huddles, all-staff meetings, and pertinent conferences and professional development activities.
- Complete all TPCA-required forms and activities — including timesheets, activity reporting, leave requests, travel authorizations, and expense reports — within the timeframes established in TPCA procedures.
- Provide staff support at Association-sponsored events and member convenings.
- Perform other tasks and duties as identified by the immediate supervisor.
MINIMUM QUALIFICATIONS
- Master's degree in Business Administration, Public Administration, Nonprofit Management, Health Administration, or a related field preferred. Significant relevant experience may be considered in lieu of advanced degree.
- Minimum of five (5) years of progressively responsible experience in organizational operations, project management, or nonprofit management.
- Demonstrated experience developing, implementing, and managing organizational policies and procedures.
- At least two (2) years of supervisory or team leadership experience.
- Experience in a nonprofit, healthcare, or membership association environment preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong knowledge of operational management principles, including policy development, process improvement methodologies (e.g., Lean, continuous improvement), and organizational compliance.
- Ability to develop, document, and implement organizational policies, standard operating procedures, and internal controls.
- Ability to work with minimal supervision and maximum accountability; organize multiple projects and meet competing deadlines.
- Ability to manage several concurrent projects and adapt to changes in priorities or the work environment.
- Strong collaborative skills; ability to work effectively across teams, departments, and with external stakeholders, including member health centers and community-based organizations.
- Awareness of the needs of medically underserved populations; demonstrates cultural competence and interest in community-based primary health care systems.
- Familiarity with IT governance, managed services oversight, and data privacy requirements (HIPAA).
- Experience facilitating webinars and utilizing educational and web-based technology platforms.
- Excellent computer skills, including proficiency with Microsoft Office Suite (Word, Excel, Outlook, SharePoint) and TPCA's Association Management System (AMS).
- Strong verbal and written communication skills, including the ability to translate complex operational or compliance content into accessible guidance for staff and member organizations.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS
- Office environment at TPCA's Nashville, Tennessee headquarters; hybrid work arrangements may be considered.
- Prolonged periods of sitting, use of computer, monitor, and keyboard; occasional lifting of lightweight materials (up to 25 lbs.).
- Travel to health centers, local travel, and some national travel may be required.
SALARY RANGE
- $78k - $100k (depending on qualifications and experience)
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