Operations & Site Services Manager

Illumination Health + Home•Santa Ana, CA

5d•$70,000 - $75,000

About The Position

“Every person deserves compassion, dignity, and the safety of a place to call home.” Homelessness is the largest social and public health crisis in California. Illumination Health + Home is a growing non-profit organization dedicated towards disrupting the cycle of homelessness by providing targeted, interdisciplinary services in our recuperative care centers, emergency shelters, housing services and children's and family programs. IH+H currently has 13+ facilities with 22+ micro-communities scattered across Orange County, Los Angeles County and the Inland Empire. Role: This role ensures consistent, compliant, and high-quality program operations across all Illumination Health + Home locations. It leads quality assurance efforts, enforces regulatory and internal standards, and supports site teams through training, audits, and corrective action. The position monitors daily operations using data and compliance metrics to identify risks, address gaps, and implement process improvements. Working closely with Operations leadership, it ensures adherence to program requirements while maintaining a safe, client-centered care environment. This role functions in a fast-paced, high-pressure setting and requires strong judgment, attention to detail, and the ability to manage multiple priorities while upholding compliance, accountability, and operational excellence. The salary range for this position is $70,000 - $75,000 annually, depending on experience. This is an exempt, salaried position. Work schedule varies based on operational and event needs. The employee is expected to manager their time to meet business requirements, which may include occasional evenings, weekends, and holidays.

Requirements

Bachelor’s degree in healthcare administration, operations management, public health, or a related field.
5+ years of experience in quality assurance, operations, or program management—preferably in healthcare, home-based care, or wellness services.
Proven experience overseeing and implementing quality control systems across multiple sites or programs.
Strong analytical and problem-solving skills with the ability to interpret data and drive actionable improvements.
Excellent communication, collaboration, and interpersonal skills.
Demonstrated ability to lead process improvement initiatives and manage cross-functional projects.
High attention to detail and strong organizational abilities – with strong skills in operations, client care and employee support.
Prior leadership experience in a multi-site or field-based organization.

Nice To Haves

Master’s degree in a related field (e.g., MPH, MBA, MHA).
Formal training or certification in quality improvement methodologies (e.g., Lean, Six Sigma, CQI).
Experience with electronic health records (EHR), CRM platforms, or quality tracking tools.
Background in client experience or service design within a healthcare or human services setting.

Responsibilities

Client Experience & Service Quality Execute and oversee the implementation of corporate procedures at the site level to ensure consistent, real-time alignment with organizational standards across all Illumination Health + Home locations.
Partner with the Operations Administration Specialist to support reporting and audit follow-up, ensuring site-level corrective actions are completed.
Lead the implementation of corrective action plans for sites falling below quality or performance benchmarks, ensuring timely resolution and sustained improvement.
Review client and operational feedback across the four counties and take direct action to address identified gaps, workflow issues, or service concerns at the site level.
Ensure client care delivery consistently aligns with program goals through active site presence, coaching, and accountability.
Conduct regular site walkthroughs to monitor maintenance, cleanliness, safety, and overall facility readiness, ensuring compliance with health and operational standards across all counties.
Operational Leadership & Site Support Provide direct oversight and support to Site Managers to ensure consistent execution and sustainability of quality control standards and client experience protocols across all sites.
Maintain an active field presence, working alongside frontline teams to ensure service delivery is compassionate, timely, professional, and aligned with organizational expectations.
Drive a culture of client-centered care and continuous improvement through on-site coaching, real-time feedback, and accountability.
Collaborate with Site Managers on staffing coverage, scheduling adjustments, training needs, and supervisory support to maintain safe, compliant, and service-oriented environments.
Serve as the primary operational point of contact for Site Managers, providing guidance, direction, and escalation support as needed.
Coach and develop Site Managers and frontline leaders on quality improvement strategies, performance expectations, and accountability practices.
Act as a field-based liaison between sites and external stakeholders, including partners, vendors, and guests, to support smooth daily operations and positive working relationships.
Lead with empathy, compassion, integrity, adaptability, people-oriented and a system-thinking approach.
Balance standardization with adaptability—respecting site-specific needs while maintaining quality.
Maintain a proactive and preventative mindset toward quality issues.
Foster cross-site collaboration, communication and support.
Stay up to date on industry standards, quality assurance frameworks, and regulatory updates.
Lead daily operations across counties and support all site and department managers.
Oversees staff supervision, performance, and morale.
Provides frontline feedback on client and employee impact.
Must remain in full compliance with all applicable local, state, and federal wage and hour laws, California Fair Employment and Housing Act (FEHA), as well as other regulatory and compliance standards relevant to the organization's operations.

Benefits

Medical Insurance funded up to 91% by Illumination Health + Home (Kaiser and Blue Shield), depending on the plan
Dental and Vision Insurance
Life, AD&D and LTD Insurance funded 100% by Illumination Foundation
Employee Assistance Program
Professional Development Reimbursement
401K with Company Matching
15 days' vacation PTO/year
6 days sick PTO/year
10 days holiday PTO/year
Potential eligibility for the Public Service Loan Forgiveness Program (PSFL) for federally qualified loans