Manager, ADA Operations

MTM, Inc; Boston (MA); On-site; USD 79,000 - 105,000; Full time

Benefits offered by this job

Health Insurance

Dental Plan

Vision Plan

401(k) match

Paid Time Off

Maternity/Paternity Leave

Casual Dress

Tuition Reimbursement

Leadership Mentoring

Job summary

MTM Health in Boston seeks a Manager, Operations to oversee daily operations of a high-volume Assessment Center, ensuring production, quality and contract standards are met while maintaining compliance and client satisfaction.

This leadership role includes budgeting, staff coaching, metrics reporting, process improvements, and collaboration with Partners to drive efficiency and service excellence.

Qualifications

• Licensure in Physical Therapy or Occupational Therapy required or eligible for CTRS, COTA, PTA in lieu of licensure.
• 3+ years’ experience in operations/administration; 5+ years leadership preferred.
• Experience coaching and mentoring to foster a positive work environment.
• Experience communicating digitally with employees at all levels.
• Experience in recruiting, hiring and discipline management.
• Customer service experience for individuals with disabilities.
• Strong leadership, mentoring and coaching skills.

Responsibilities

• Provide day-to-day guidance for direct report.
• Collaborate with location leadership on strategic planning and new procedures.
• Compile department metrics.
• Oversee required daily, monthly, and quarterly reports.
• Ensure processes align with corporate standards and goals.
• Host regular meetings to discuss performance and action plans.
• Manage budget and analyze variances to meet financial objectives.
• Ensure accurate reporting and data integrity across programs.
• Drive process improvements to reduce complaints and improve efficiency.
• Support staffing through recruitment efforts with People & Culture.

Skills

Leadership

Mentoring

Coaching

Communication

Data analysis

Budgeting

Strategic planning

Microsoft Excel

Microsoft Word

Microsoft Outlook

Education

Physical Therapy License

CTR/COTA/PTA eligible

Tools

Microsoft Office

Job description

What will your job look like?

The Manager, Operations is responsible for overseeing the daily operations of a high volume Assessment Center providing expertise and administrative support to the ADA Assessments Center staff. The Manager, Operations will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures. Location: 1000 Massachusetts Ave ste 201 Boston 02118

What you’ll do:

• Provide day to day guidance for direct report
• Provide location Leadership with correspondence, assistance and feedback for departmental strategic planning sessions and for the development of new/revised procedures
• Assist location leadership with compiling department metrics
• Oversee the completion of contract and location required daily, monthly, and quarterly reports.
• In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals
• Oversee the completion of various tasks assigned to Assessment Center
• Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork
• Meet the Assessment Center’s financial objectives by estimating requirements, preparing an annual budget and analyzing variances
• Manage data by identifying and ensuring compliance with process for changing key data
• Ensure all program contractual requirements are being performed accurately and consistently to ensure ongoing compliance
• Ensure all required reports and assignments are submitted timely and accurately
• Monitor upcoming workload and recommend course of action necessary to meet demands
• Assist departments in making sure all team members follow MTM’s documented policies
• Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies
• Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed
• Provide support on special projects, as needed

What you’ll need:

• Experience, Education & Certifications:
• Possess licensure in Physical Therapy or Occupational Therapy
• Willing to accept CTRS, COTA, and PTA in lieu of licensure
• Possess 3+ years’ experience providing operational and/or administrative support required; 5+ years or previous leadership or supervisory experience preferred
• Experience in coaching, mentoring and fostering a positive work environment
• Experience communicating in a digital setting with all levels of employees
• Experience with recruiting, hiring and discipline management
• Experience providing customer service to individuals with disabilities
• Skills: Strong leadership, mentoring and coaching skills
• Knowledge of data and administrative management best practices
• Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
• Maintain a strong knowledge of products and services
• Efficiently executes tasks to achieve desired results
• Strong analytical and strategic planning skills
• Strong presentation skills; can speak across various forums and communicate to all levels of employees
• Strong organizational skills
• Ability to motivate and supervise people toward high productivity
• Ability to identify and implement strategic administrative support systems
• Ability to acquire and maintain knowledge of MTM protocols and personnel policies
• High degree of accuracy, confidentiality, and the ability to work in a fast paced environment
• Ability to identify customer needs and circumstances
• Ability to maintain high level of confidentiality
• Excellent communication skills, including navigating video technology
• Proficient computer skills including Microsoft Outlook, Word, Excel, and other databases
• Ability to handle multiple tasks and situations in a fast pace environment

What’s in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities
• Salary Min: $78,560/ annually
• Salary Max: $105,000/ annually

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

About Us

MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.

MTM’s five core values

MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals:

• Respect Individuals
• Collaborate to Innovate
• Deliver Value
• Align with Clients
• Act with Integrity

Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact.

Benefits without Barriers To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded.

Limitless Growth Opportunities At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible.

Career Development Programs

• Art of Client Communication
• Cornerstone Program
• Bench Program
• Tech Bench Program
• Continuous Education Reimbursement