Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what. 

The Director of Health Center Operations (DHCO) provides strategic and operational leadership for all PPCWNY health centers and translates affiliate strategy into coordinated execution and measurable results across PPCWNY health centers. The DHCO is accountable for system-wide health center operational performance, including patient access, clinic flow, productivity, patient experience, staffing effectiveness, regulatory compliance, and financial performance. As a key member of the Health Services leadership team, the DHCO develops leaders, drives continuous operational improvement, and ensures high-quality, accessible, and efficient patient care in alignment with PPCWNY’s mission, vision, and values. The DHCO partners closely with Medical Leadership, Compliance Quality & Risk Management (CQRM), Facilities and Security, Finance, Human Resources, IT, Clinical Informatics, and the Health Services training function to implement organizational priorities while maintaining clear operational accountability.

Role Accountability

The DHCO translates Health Services strategy into coordinated operational priorities, standards, and measurable results across PPCWNY health centers. Within the authority delegated by the Vice President of Health Services, the DHCO makes operational decisions, establishes accountability, coordinates the work of the reporting structure, and escalates matters requiring executive direction or approval.

• Directly supervises the Assistant Director, Health Center Operations and the Health Services Training Manager.
• Delegates day-to-day multi-site operational execution, routine follow-through, and first-level operational escalation to the Assistant Director.
• Provides oversight and accountability for Health Center Managers through the Assistant Director and established leadership structures.
• Holds the Health Services Training Manager accountable for the effectiveness of the Health Services training function, including training design, delivery, competency development, and measurement.
• Ensures operational leaders reinforce training expectations, validate workflow adoption, and sustain consistent practice.
• Establishes operational priorities and standards for health center operations and determines operational responses to performance, staffing, workflow, access, and service-delivery challenges within delegated authority.
• Partners with designated Clinical Services and Medical Leadership roles on care-delivery priorities while respecting established clinical decision-making authority.
• Coordinates with CQRM, Finance, Human Resources, IT, Facilities and Security, Clinical Informatics, and other support functions to clarify ownership, remove barriers, and manage operational risk.
• Escalates significant risks, resource constraints, and decisions outside the position’s delegated authority to the Vice President of Health Services with analysis and recommended action.

Site Operation

• Develops and executes affiliate-wide operational strategies that translate Health Services priorities into standardized practices, measurable objectives, and sustained results across all health centers.
• Accountable for health center operational performance across patient access, clinic flow, productivity, patient experience, staffing effectiveness, regulatory compliance, and financial results; identifies performance gaps and ensures timely operational improvement plans, assigned accountability, and follow-through.
• Establishes, monitors, and reports key performance indicators for health center operations; uses data to drive decisions, hold leaders accountable, and sustain continuous improvement.
• Leads initiatives to expand patient access, improve workflow and service delivery, and reach underserved communities consistently across multiple locations.
• Leads large-scale operational initiatives, change-management efforts, service expansions, workflow redesigns, and other strategic projects that advance organizational priorities and improve operational performance.
• Directs affiliate-wide staffing for Health Services, scheduling, and resource allocation strategies to align workforce capacity with patient demand, operational priorities, and budget expectations.
• Develops, manages, and monitors operational budgets and workforce plans; analyzes financial and operating performance, identifies operational and financial risks, and implements strategies to support organizational goals and long-term sustainability.
• Maintains a visible, regular presence in health centers and leads through direct engagement with managers and teams, observation of operations, and timely removal of barriers to performance.
• Partners with designated Clinical Services and Medical Leadership roles on care-delivery priorities; remains accountable for operational implementation, workflow reliability, and performance while respecting established clinical decision-making authority.
• Collaborates with CQRM, Human Resources, IT, Clinical Informatics, Finance, Marketing, and other support departments to implement agency-wide initiatives and ensure clear ownership, communication, and follow-through.
• In collaboration with Security and Facilities, develops, implements, and monitors emergency preparedness plans and protocols to safeguard staff, patients, and health center operations during unforeseen events.
• Champions the adoption of technology and scalable process improvements that enhance operational efficiency, workforce effectiveness, and patient experience.
• Identifies, assesses, and addresses operational risks in collaboration with CQRM, ensuring prompt resolution, effective mitigation, and sustained corrective action.
• Partners with internal departments, community partners, and contracted vendors to support health center operations, access initiatives, and implementation of new services.

Leadership and Management 

• Directly supervises the Assistant Director, Health Center Operations and the Health Services Training Manager, establishing clear responsibilities, decision-making authority, performance expectations, and measurable outcomes for each role.
• Holds the Assistant Director accountable for coordinated multi-site operational execution, Health Center Manager effectiveness, staffing coordination, workflow consistency, site performance, and first-level operational escalation.
• Holds the Health Services Training Manager accountable for Training Team effectiveness, onboarding systems, training strategy, curriculum and materials, competency development, workflow education, and measurement of training outcomes.
• Provides strategic oversight and accountability for Health Center Managers through the Assistant Director and established leadership structures.
• Develops the Assistant Director and Health Services Training Manager through coaching, feedback, performance evaluation, succession planning, and professional development.
• Establishes affiliate-wide operating expectations, performance standards, and improvement priorities and ensures consistent communication throughout the reporting chain.
• Ensures a coordinated onboarding model in which the Health Services Training Manager leads structured orientation, role-based training, and competency development; the Assistant Director ensures operational readiness and consistency; and Health Center Managers provide site-specific orientation, daily supervision, feedback, and reinforcement.
• Ensures a clear distinction between supervisory performance management and training support. Health Center Managers, supported by the Assistant Director and Human Resources, retain accountability for employee expectations, feedback, documentation, and performance management. The Health Services Training Manager assesses learning needs and provides training, coaching, competency validation, and remediation support without replacing the employee’s manager.
• Conducts regular leadership alignment meetings to review health center performance, workforce needs, training priorities, implementation readiness, risks, and required follow-through.
• Partners with Health Services leadership and Human Resources to lead Just Culture initiatives that strengthen accountability, communication, leadership effectiveness, employee engagement, workforce retention, and continuous improvement across Health Services.
• Partners with Human Resources and Health Services leadership on workforce planning, recruitment, retention, succession, and leadership continuity.
• Facilitates collaboration among clinical, administrative, training, and operational teams to improve workflows, patient experience, workforce effectiveness, and organizational outcomes.
• Reviews workforce engagement, vacancy, turnover, and retention trends in partnership with Human Resources and operational leaders and implements operational responses within the Director’s area of accountability.
• Advocates for and maintains a welcoming and supportive environment for all employees and patients.

Quality Assurance & Risk Management

• Maintains working knowledge of, and ensures operational compliance with, applicable federal and state laws and regulations, Planned Parenthood Federation of America (PPFA) standards, OSHA and CLIA requirements, Title X requirements, Department of Health regulations, Board policies, and other applicable standards.
• Oversees readiness for regulatory surveys, accreditation activities, and internal audits. 
• Leads quality improvement initiatives in partnership with CQRM and ensures that findings from regulatory surveys, accreditation activities, internal audits, and performance data are translated into sustained corrective action.
• Partners with Compliance, Quality & Risk Management (CQRM) to address incidents, conduct root cause analyses, and implement corrective actions.

Other Accountability Activities

• Shows respect to all internal and external customers for differences in backgrounds, lifestyles, viewpoints, and needs. 
• Assumes responsibility for professional growth and maintains documentation of continuing education activities.
• Participates in relevant committee and management meetings as requested.
• Performs other duties and leads special projects as assigned

Applicants must possess the following qualifications (or equivalent combination of education and experience):

Education

• Bachelor’s degree in health care administration, business, public administration, management, or a related field. Master’s degree preferred. 

Experience

• A minimum of five years of progressively responsible healthcare operations leadership experience, including at least three years in a director-level or comparable role with direct accountability for operations across multiple clinical or ambulatory sites, including site performance, patient access, clinic flow, staffing, budgets, regulatory compliance, and standardized workflows.
• Demonstrated experience leading managers, developing leaders, and building accountability across geographically dispersed teams.
• Direct accountability for operational budgets, staffing effectiveness, and performance against financial and operational goals.
• Demonstrated success improving patient access, clinic flow, productivity, patient experience, and workforce performance through data-informed action.
• Experience implementing, standardizing, and sustaining operational improvements across multiple locations.
• Experience partnering effectively with clinical leadership, compliance, quality, finance, human resources, information technology, and other support functions.

Knowledge, Skills, & Abilities

• Executive-level written and verbal communication skills, including the ability to translate strategy, performance information, and complex operational issues into clear direction.
• Ability to work a flexible schedule, including occasional evenings and weekends, and to travel regularly among PPCWNY locations across the affiliate service area.
• Demonstrated judgment, prioritization, and decision-making across multiple sites and competing operational demands.
• Ability to establish accountability, lead through managers, and address performance issues with clarity, consistency, and appropriate urgency.
• Ability to influence across reporting lines and coordinate complex cross-functional initiatives from planning through sustained implementation.
• Demonstrated ability to interpret operational, workforce, patient access, quality, and financial data; identify trends and performance gaps; and translate findings into decisions, priorities, and operational improvement plans.
• Proficiency with Microsoft Office applications and experience using electronic health record and practice management systems, preferably Epic, to monitor operations, analyze performance, and support standardized workflows.
• Demonstrated ability to build and sustain an inclusive, respectful organizational culture that values different backgrounds, experiences, and perspectives.
• Effective communication in two or more languages that are spoken in the community is a plus.
• A commitment to PPCWNY’s mission, vision, and values along with a commitment to providing services to a wide range of clients and to the goals of PPCWNY is essential.

We are committed to fostering a positive and inclusive work environment. This category outlines behavior expectations aligned with our values and Just Culture principles.

Key Responsibilities: Lead and mentor managers and employees, promoting accountability, collaboration, and continuous improvement. Encourage open communication and safe reporting of mistakes. Enlist critical thinking. Have high-stakes conversations regularly. Treat all employees fairly and apply unbiased decision-making. Utilize Just Culture principles. Promote cultural values and high-trust behaviors. Approach work with a learning mindset. Use mistakes for growth. Focus on continuous quality improvement. Adhere to ethical standards and promote integrity. Foster teamwork, respect diverse perspectives.

• Standard health center environment
• Well-lit/ventilated
• Multi-site travel across agency service area required

• Possess sufficient mobility to perform the Essential Functions listed in this Job Description with or without an accommodation
• May experience visual fatigue working at computer with potential extended periods of sitting
• Ability to travel to all agency locations as assigned

This is a full-time, 40 hour a week, position; regular schedule will be Monday – Friday with occasional evenings and weekends.

At PPCWNY, we are committed to equitable compensation practices and transparency.  In alignment with these efforts, the pay for this position ranges from $106,766.40 to $136,427.20 per year. Actual compensation will be determined by experience and other factors permitted by law. In addition to competitive compensation, PPCWNY offers an extensive benefits package with generous Paid Time Off, 10 paid holidays, affordable medical, dental, and vision options, Health Savings Account or Flexible Spending Account, 401(k) with match, and much more!