Chief Operating Officer - Hybrid Position at Heart Havens Inc – Richmond, Virginia

Executive Overview:

Heart Havens is seeking a strategic and financially astute Chief Operating Officer (COO) to lead the organization through a significant period of evolution and expansion. Reporting directly to the CEO, the COO will serve as the second member of the executive leadership team, responsible for the internal operational infrastructure and the successful execution of the 2026–2028 Strategic Plan.

The ideal candidate will possess a sophisticated blend of operational discipline and financial expertise. This role is designed for a leader who can move the organization beyond the refinement of its core residential services into the successful launch of diversified service lines and sustainable growth.

The Mission:

At Heart Havens, we don’t just provide housing; we empower adults with developmental disabilities to live and thrive as vibrant members of their communities. With 8 locations across six Virginia communities, and a new 3-year strategic plan, we are ready to move beyond "what is" and build "what’s next."

Heart Havens is currently recruiting for a Chief Operating Officer to serve as our lead in strategy and growth. We are looking for an executive-level 'hybrid'—someone who has the operational heart of a human services leader but the financial mind of a CFO. The focus of this role is to help us move past our current service model and launch new service lines over the next three years.

Essential Functions:

• Models Heart Havens’ mission and values in all professional interactions, representing the organization to community partners and regulatory bodies.
• Acts as second-in-command, providing executive leadership to the organization alongside the CEO.
• Provides direct supervision, coaching, and performance management for the Director of Operations, Quality and Compliance Director, and Business Manager.
• Fosters a high-performance culture focused on innovation, accountability, and the transition to growth-oriented operations.
• Monitors departmental spending and budget implementation, proposing and executing corrective measures to maintain organizational sustainability.
• Translates complex operational and financial data into clear reports and presentations for the CEO and Board of Directors.
• Leads the operational implementation of the Strategic Plan, serving as the primary lead for service diversification and expansion activities.
• Develops and manages comprehensive business plans and proformas for new and existing service lines.
• Conducts long-range financial forecasting, including wage/salary analysis and Medicaid reimbursement modeling, to ensure long-term fiscal health.
• Serves as the primary point of contact for the Department of Behavioral Health and Developmental Services (DBHDS) or other licensing bodies during audits and site reviews.
• Monitors and manages the "census" (occupancy) of each program; coordinates with the Director of Operations to ensure vacancies are filled quickly and appropriately.
• Acts as the final internal arbiter for complex client grievances or discharge unable to be resolved.
• Supports the Operations Director to resolve billing discrepancies, and troubleshoot complex issues
• Reviews and assesses capital projects, approving major repair and technology quotes to ensure alignment with the capital budget. Oversees the maintenance and replacement cycle for the organization's fleet of transport vehicles.
• In collaboration with Quality and Compliance, identifies systemic trends and implements organization-wide training or policy changes to prevent recurrence. Establishes and maintains operational policies and procedures that promote company vision and ensure regulatory compliance.
• Serves as the final approval authority for the annual Quality Improvement (QI) Plan and organizational SMART goals.
• Reviews and approves systemic risk assessments and response plans to annual satisfaction surveys.
• Oversees the resolution of Human Rights investigations and ensures the implementation of resulting action plans.
• Analyzes internal operations to identify and implement process enhancements that improve organizational scalability.
• In collaboration with the HR, develops strategies to address the Direct Support Professional (DSP) workforce shortage, focusing on retention, wage scaling, and professional development paths.
• Acts as the final internal arbiter for complex employee grievances or performance disputes that cannot be resolved at the departmental level.
• Performs other duties as assigned.

Education and Experience:

• Bachelor’s degree in Business Administration, Finance, Healthcare Administration, or Human Services required. Master’s in a related field strongly preferred.
• Minimum of 5–7 years of progressive leadership experience. Not-for-profit experience preferred.
• Proven track record in business development, financial forecasting, or program scaling
• Familiarity with the Virginia Medicaid Waiver system and QDDP standards is highly preferred but may be secondary to strong business/financial acumen or experience in a related field

Qualifications and Expectations:?

• Must model Heart Havens’ mission and values in daily actions and leadership
• Valid Virginia driver’s license
• Ability to translate complex financial and operational data into clear, actionable insights
• Proficient knowledge of federal, state, and local regulations governing IDD services, including a deep understanding of Medicaid waiver reimbursement and Human Rights standards
• Must adhere to the company’s hybrid work policy and visit program sites at least once per month

Required Knowledge, Skills, and Abilities

• Exceptional writing skills and exemplary oral and written communication
• High level of organization and time management
• Ability to establish priorities and carry out activities accordingly
• Ability to work independently with minimal supervision
• Strong interpersonal skills to collaborate with team members and interact with residents, families, and external stakeholders
• Ability to foster an empowering, team-oriented work environment and provide high-level supervision to department heads through coaching and clear accountability.
• Proficient in utilizing electronic client record-keeping systems (internal and external)
• Highly proficient in Microsoft Word and Excel; comfortable using technology for communication, data analysis, and reporting.

Physical Demands

• Ability to remain in a stationary position, particularly, but not limited to, at a computer or in meetings for an extended period of time
• Long-term visual review of electronic documents and data
• Frequent repetitive use of hands/arms for computer use
• Frequent communication: in-person, phone, and electronic
• Frequent travel throughout the state to group home sites
• May require driving up to 8 hours

Please note the following:

• Applicants must send a cover letter to be reviewed and considered
• Applicants must send at minimum 2 reference letters to be reviewed and considered
• Applicants must be prepared to submit college transcripts