SUMMARY
The Sr. Director of Strategic Operations serves as a cross-functional leader responsible for driving the enterprise-wide implementation and operational integration of Kipsu - a communication platform designed to streamline interactions and enhance engagement between Sevita employees and the families/guardians of those in our care. This role ensures effective adoption across teams, optimizes communication workflows, and delivers measurable value to operations and stakeholders. As the operational lead for the engagement platform implementation, the Sr. Director partners with departments across the organization to embed Kipsu into daily operations, supporting Sevita’s mission & values. This role sits at the intersection of operations, technology, and stakeholder experience. It directly supports Sevita’s mission of compassionate, connected care by enabling real-time, reliable communication. The successful candidate will streamline operational messaging, reduce inefficiencies, and enhance both employee and guardian satisfaction.
ESSENTIAL JOB FUNCTIONS
The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job.
- Deploy Kipsu as the primary two-way messaging tool for internal and external operational communication.
- Standardize use cases for employee messaging and family engagement across diverse care settings.
- Embed the platform into day-to-day workflows, replacing manual or fragmented communication channels.
- Drive adoption and performance through KPIs such as response times, usage rates, and satisfaction scores.
Enterprise Tool Implementation & Operational Integration
- Lead the enterprise-wide deployment and integration of Kipsu as a unified engagement platform, ensuring compliance with legal, privacy, operational standards while upholding Sevita’s mission and values
- Define and standardize high-impact workflows for employee and family/guardian engagement to drive consistent, scalable communication practices
- Oversee onboarding, training, documentation, and cross-functional readiness to ensure successful tool adoption across business units
- Coordinate pilot programs and phased rollouts across organizational teams to facilitate successful deployment and alignment with frontline operational requirements
- Eliminate redundant communication channels and manual processes by embedding digital-first practices across service lines
Cross-Functional Leadership & Change Management
- Collaborate with cross-functional leadership, including IT, Legal, HR, Compliance, and Field Operations, to ensure enterprise tool strategies align with Sevita’s strategic priorities
- Design and implement organizational development and change management initiatives, including communication strategies, cross-functional trainings, and field-facing enablement.
- Facilitate workshops, focus groups, and pilot programs to foster internal alignment, incorporate frontline feedback, and support the scalable adoption of engagement tools
- Continuously collect feedback and partner with operational leaders to refine engagement tools and models in support of Sevita’s enterprise objectives
Vendor Management & Platform Optimization
- Develop and maintain a strategic, long-term partnership with Kipsu, serving as the primary liaison responsible for managing implementation timelines, roadmap alignment, risk mitigation, and ongoing performance
- Establish and monitor key performance indicators (KPIs) for engagement tools, focusing on response times, user adoption, satisfaction, and workflow efficiency
- Oversee comprehensive vendor relationship management, including contract administration, integration planning with internal systems, issue resolution, and product enhancement to maximize partnership success and operational efficiency
- Performs other related duties and activities as required.
SUPERVISORY RESPONSIBILITIES
- None
Minimum Knowledge and Skills required for the Job The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job.
Education and Qualifications:
- Bachelor’s degree in a related field
- Minimum 5 to 10 years of experience
Other Skills and Abilities:
- Self-motivated with the ability to work independently
- Professional written and oral communication skills
- Ability to work well with others in a structured team environment
- Excellent attention to detail
- Ability to manage/prioritize multiple tasks
Other Requirements:
- Travel as needed
Physical Requirements:
- Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Sevita is a leading provider of home and community-based specialized health care. We believe that everyone deserves to live a full, more independent life. We provide people with quality services and individualized supports that lead to growth and independence, regardless of the physical, intellectual, or behavioral challenges they face.
We’ve made this our mission for more than 50 years. And today, our 40,000 team members continue to innovate and enhance care for the 50,000 individuals we serve all over the U.S.
As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, citizenship, or any other characteristic protected by law
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