Director Support Services Operations Northern WI

Aurora Health Care; Fond du Lac (WI); On-site; USD 110,000 - 160,000; Full time

Job summary

Aurora Health Care seeks an experienced operations leader to oversee Environmental Services, Linen, and Food & Nutrition in the Fond du Lac market. You will collaborate with Support Services managers to drive consistency, best practices, and synergies, ensuring market targets are achieved.

Responsibilities include creating SLAs and KPIs, conducting root-cause analysis, and managing contract compliance with service leaders.

Qualifications

• Seven or more years of experience in a large healthcare environment in a management role.
• Three or more years of experience leading large, highly matrixed teams.
• Ability to lead large, diverse teams through influence in a complex organizational environment.

Responsibilities

• Provide operational leadership for EVS, Linen, and Food & Nutrition Services within the assigned market.
• Create and oversee SLAs, KPIs, and quality metrics to meet market targets; lead root cause analysis.
• Serve as primary operational liaison for contracted service line leadership, overseeing contract compliance and QBRs.
• Foster a culture of accountability, engagement, service excellence, and safety.

Skills

Leadership

Communication

Financial acumen

Facilities management

Vendor management

Education

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Healthcare Administration

Tools

Scheduling tools

Accounting/spreadsheets

Job description

• Provide operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within the assigned market, collaborating with Managers of Support Services to drive consistency, best practices, and operational synergies.
• Create and oversee service level agreements (SLAs), key performance indicators (KPIs), and quality metrics to ensure market‑level performance targets are achieved; lead root cause analysis when performance gaps are identified.
• Serve as the primary operational liaison for contracted service line leadership in the assigned market, overseeing contract compliance and facilitating quarterly business reviews (QBRs) and service optimization initiatives.
• Foster a culture of accountability, engagement, service excellence, and safety, ensuring contracted leaders are properly trained and equipped to uphold Advocate Health standards.
• Operate effectively within a highly matrixed reporting structure, collaborating with clinical, facility, market, and area leadership to achieve financial and operational goals.
• Maintain and implement policies, procedures, and documentation aligned with Advocate Health guidelines, ensuring continuous readiness for regulatory surveys.
• Act as the primary point of escalation for service issues within assigned support service lines across the market.
• Select, coach, and develop leaders and teams by setting objectives aligned with organizational strategy; manage talent through performance management, succession planning, and professional development.
• Develop and recommend operating and capital budgets, control expenditures within approved objectives, and coordinate financial planning with contracted leadership as appropriate.
• Ensure adherence to the organization’s Code of Ethical Conduct and confirm that all people practices and operational actions comply with applicable policies, regulations, and laws.

Major Responsibilities

• Provide operational leadership for Environmental Services (EVS), Linen, and Food & Nutrition Services within the assigned market, collaborating with Managers of Support Services to drive consistency, best practices, and operational synergies.
• Create and oversee service level agreements (SLAs), key performance indicators (KPIs), and quality metrics to ensure market‑level performance targets are achieved; lead root cause analysis when performance gaps are identified.
• Serve as the primary operational liaison for contracted service line leadership in the assigned market, overseeing contract compliance and facilitating quarterly business reviews (QBRs) and service optimization initiatives.
• Foster a culture of accountability, engagement, service excellence, and safety, ensuring contracted leaders are properly trained and equipped to uphold Advocate Health standards.
• Operate effectively within a highly matrixed reporting structure, collaborating with clinical, facility, market, and area leadership to achieve financial and operational goals.
• Maintain and implement policies, procedures, and documentation aligned with Advocate Health guidelines, ensuring continuous readiness for regulatory surveys.
• Act as the primary point of escalation for service issues within assigned support service lines across the market.
• Select, coach, and develop leaders and teams by setting objectives aligned with organizational strategy; manage talent through performance management, succession planning, and professional development.
• Develop and recommend operating and capital budgets, control expenditures within approved objectives, and coordinate financial planning with contracted leadership as appropriate.
• Ensure adherence to the organization’s Code of Ethical Conduct and confirm that all people practices and operational actions comply with applicable policies, regulations, and laws.

Licensure, Registration, And/or Certification Required

None Required.

Education Required

• Bachelor’s Degree in Business Administration, Healthcare Administration, or a related field.

Experience Required

• Seven (7) or more years of experience in a large healthcare environment in a management role.
• Three (3) or more years of experience leading large, highly matrixed teams.

Knowledge, Skills & Abilities Required

• Ability to lead large, diverse teams through influence in a complex organizational environment.
• Strong oral and written communication skills, including the ability to build effective teams and partnerships.
• Strong proficiency with computer word processing, scheduling tools, and accounting or financial spreadsheets.
• Demonstrated ability to lead and operate effectively within a highly matrixed organizational structure.
• Expert knowledge of facilities management and vendor management practices.
• Expert understanding of contractual employment and service‑line relationships.

Physical Requirements And Working Conditions

• Position requires regular travel and exposure to varying weather and road conditions.
• Operates equipment necessary to perform job duties.
• Work is primarily performed in a normal office environment.

Preferred Licensure, Registration, And/or Certification

None Specified.

Preferred Education

Master’s Degree in a related field.

Preferred Experience

None Specified.

Preferred Knowledge, Skills & Abilities

None Specified.

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job‑related instructions and perform any other job‑related duties requested by their leaders.