Director of Provider Excellence

ABOUT THE ROLE:

The Director of Provider Excellence serves as the organization's field leadership expert responsible for elevating the quality of services delivered across all residential programs. Overseeing day-to-day operations for a region, this leader focuses on developing managers, Leads, DSPs, and field leadership to ensure consistent excellence in client care, regulatory compliance, and service delivery.

Through regular field presence, coaching, observation, mentoring, and leadership development, the Director proactively identifies opportunities to improve client outcomes, strengthen leadership capabilities, reinforce company standards, and enhance the overall quality of services.

Working in close partnership with the CEO, Chief People & Compliance Officer, and Manager of Operations & Compliance, this position champions a culture of continuous improvement, accountability, and person-centered excellence.

WHAT YOU'LL DO:

Provider Excellence & Field Leadership

• Serve as a Shine field leader focused on service quality and client experience across all SLS homes.
• Maintain a consistent presence in SLS locations to observe service delivery, identify strengths and opportunities, and provide real-time coaching.
• Ensure services consistently reflect person-centered practices, dignity, choice, independence, and Shine’s values.
• Monitor the overall health of each home, including staff engagement, leadership effectiveness, client satisfaction, and service quality.
• Identify trends affecting service delivery and partner with leadership to implement sustainable solutions.

Leadership Coaching & Development

• Coach, mentor, and develop Managers, Leads, and emerging leaders through structured field observations and individualized coaching. 
• Reinforce leadership competencies including communication, accountability, problem-solving, conflict resolution, and employee engagement.
• Conduct leadership rounds and provide actionable feedback designed to improve team performance and client outcomes.
• Partner with the Chief People & Compliance Officer to develop individualized leadership development plans.
• Support succession planning by identifying high-potential employees and preparing them for future leadership opportunities.

Client Experience & Quality Assurance

• Evaluate the quality of client support through observations, client interactions, and review of service implementation.
• Ensure individualized services are delivered in accordance with ISPs, behavioral supports, and client goals.
• Partner with the Operations team to address concerns impacting client health, safety, quality of life, or satisfaction.
• Participate in client meetings, home visits, and service reviews as needed.
• Promote consistency in service delivery across all locations.

Performance Excellence & Continuous Improvement

• Identify operational and service excellence before they become compliance concerns.
• Conduct routine quality assurance visits and develop recommendations for improvement.
• Utilize performance metrics, observations, incident trends, and quality indicators to improve services.
• Assist HR in developing corrective action plans focused on coaching and sustainable improvement.
• Support organizational initiatives designed to improve employee performance and client outcomes.

Partnership with Operations & Compliance

• Collaborate closely with the Manager of Operations & Compliance to reinforce operational standards in the field.
• Partner with the Chief People & Compliance Officer to support performance management, leadership development, and organizational culture initiatives.
• Reinforce compliance expectations through education and coaching rather than enforcement alone.
• Participate in regulatory readiness activities and support successful Regional Center and DDS reviews.

Organizational Leadership

• Model Shine’s mission, vision, and values while fostering a culture of accountability, collaboration, and continuous learning.
• Build strong relationships with employees, clients, families, Regional Center representatives, and community partners.
• Support organizational change initiatives through effective communication and leadership presence.
• Participate in strategic initiatives and special projects that strengthen organizational performance.

QUALIFICATIONS:

• Bachelor's degree in Human Services, Psychology, Social Work, Healthcare Administration, Organizational Leadership, or a related field required; Master's degree preferred.
• 10+ years of progressive leadership experience in Supported Living Services (SLS), Independent Living Services (ILS), residential services, or developmental disability services.
• 7+ years of leadership experience coaching managers and supervisors.
• Demonstrated expertise in leadership development, employee coaching, and organizational culture.
• Strong working knowledge of California Title 17 regulations, Department of Developmental Services requirements, and Regional Center operations.
• Proven ability to influence and develop leaders without relying solely on direct authority.
• Excellent communication, facilitation, conflict resolution, and relationship-building skills.
• Strong analytical skills with the ability to identify trends and implement sustainable improvements.
• Valid California driver's license with the ability to travel regularly between locations.

BENEFITS:

• Competitive salary and performance bonuses.
• Health, dental, and vision insurance.

Join Shine and help us build a strong foundation to directly impact real lives and communities!