Chief Operating Officer (COO)
3 days ago
Ann Arbor
Job DescriptionSalary: About Ronald McDonald House Charities of Ann Arbor Ronald McDonald House Charities of Ann Arbor is a nonprofit 501(c)(3) organization dedicated to improving the health and well-being of children and their families. We believe that when a child is sick, the whole family is affectedand that the best medicine is often being together. Through Ronald McDonald Houses, hospital-based programs, and related services, RMHC removes barriers, strengthens families, and promotes healing. Position Summary The Chief Operating Officer (COO) is a key member of the Executive Leadership Team and serves as the organizations senior operational leader. Reporting to the Chief Executive Officer (CEO), the COO provides strategic and day-to-day leadership for all internal operations of a multi-site, 24/7 organization. The COO ensures that programs, guest services, facilities, culinary services, housekeeping, volunteer engagement, technology, and operational systems function seamlessly to create a safe, compassionate, and home-like environment for families. The COO partners closely with the CEO, leadership team, and Board to implement strategy, strengthen culture, develop talent, manage risk, and ensure operational excellence and financial sustainability. Primary Responsibilities Executive Leadership & Strategy • Serve as a strategic partner to the CEO and a key contributor to organizational planning and execution., • Support development, implementation, and monitoring of the strategic plan., • Translate strategic priorities into operational goals, systems, and measurable outcomes., • Foster a high-performing culture rooted in compassion, collaboration, integrity, inclusion, accountability, and continuous improvement., • Provide executive oversight of all House-based and hospital-based programs in alignment with RMHC Global standards, licensing requirements, and organizational policies., • Ensure a welcoming, supportive, and safe communal living environment for families., • Oversee guest services, hospitality, family support, culinary services, housekeeping, and security through direct and indirect leadership., • Monitor guest satisfaction, occupancy, and performance metrics; prepare operational reports for leadership and the Board., • Ensure accurate data collection, reporting, and use of systems including Family Registry and surveys., • Identify evolving family needs and implement program improvements or new services., • Maintain strong working relationships with hospital partners and community stakeholders., • Ensure effective policies, procedures, procurement practices, and operational systems are in place., • Provide strategic direction for program development and growth., • Develop and monitor program and operational budgets in partnership with executive and finance leadership., • Maintain documented policies, procedures, and guidelines to support effective and safe program delivery., • Evaluate program effectiveness and implement improvements based on data and emerging needs., • Identify operational risks and ensure appropriate mitigation strategies., • Support staff development, training, and engagement., • Provide strategic oversight of volunteer programs including recruitment, training, supervision, engagement, and recognition., • Collaborate with staff and volunteer leaders to ensure consistent delivery of meals, activities, and guest services., • Provide executive oversight of facilities operations, maintenance, safety, security, and capital improvement projects., • Ensure compliance with fire safety codes, life-safety standards, RMHC Global requirements, and licensing obligations., • Oversee emergency preparedness planning, inspections, preventative maintenance, and vendor management., • Support long-term capital planning, property reserve studies, and facility improvements., • Supervise facilities leadership and promote strong communication, project ownership, and operational excellence., • Partner with the CEO and CFO to develop and monitor operating, program, and capital budgets., • Ensure strong internal controls, reporting systems, and operational processes are in place., • Analyze operational and financial data to assess performance, trends, and opportunities for efficiency., • Oversee procurement, vendor relationships, and management of donated goods and in-kind partnerships., • Provide oversight of organizational technology systems to ensure reliability, security, privacy, and regulatory compliance., • Collaborate with internal teams and external vendors to implement technology improvements., • Attend Board meetings and serve as staff liaison to relevant committees., • Prepare and present operational reports and performance updates., • Maintain strong relationships with hospitals, vendors, RMHC chapters, volunteers, and community partners., • Represent the organization in the community and support fundraising and public relations efforts as requested by the CEO. Education and Experience An equivalent combination of education, training and experience will be considered • Bachelors degree required; advanced degree or equivalent experience preferred., • Minimum 710 years of senior leadership experience in nonprofit, human services, healthcare, hospitality, or related operations., • Demonstrated success leading complex, multi-site, 24/7 operations and cross-functional teams., • Strong background in guest services, facilities management, people leadership, program oversight, and operational planning., • Experience managing budgets, capital projects, and operational controls., • Proven ability to lead with compassion while driving results and managing risk., • Excellent communication, organizational, project management, and problem-solving skills., • Collaborative, mission-driven leader with integrity and sound judgment., • Proficiency with Microsoft Office and database systems Work Environment Environmental or atmospheric conditions commonly associated with the performance of the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, must be available to work irregular hours and occasional weekends. The noise level in the work environment is usually moderate. Ability to travel if required. Physical Abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. • Light sedentary office work. Frequently required to sit, • Physically able to travel throughout the RMHCAA region and between RMHCAA locations and others via personal vehicle or similar., • While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel; talk or hear., • Must be physically capable of carrying 35 lbs.