Operations Director
University of Maryland Medical System, Linthicum, MD, United States
Job Requirements
The Operations Director provides system-wide leadership and oversight for healthcare system operations functions including support for all contracted Food and Nutrition Services (FANS) and Environmental Services (EVS) across a multi-hospital academic health system. This role ensures clinical support services consistently meet the clinical, educational, research, regulatory, and patient experience standards of a complex academic environment. Job Requirements
The Operations Director provides system-wide leadership and oversight for healthcare system operations functions including support for all contracted Food and Nutrition Services (FANS) and Environmental Services (EVS) across a multi-hospital academic health system. This role ensures clinical support services consistently meet the clinical, educational, research, regulatory, and patient experience standards of a complex academic environment.
Reporting to the Vice President of System Readiness, with limited oversight, the Operations Director serves as a strategic partner and liaison to local hospital leadership, clinical teams, academic faculty, and external vendors. The position is accountable for assigned vendor contract performance, service quality, regulatory compliance, financial stewardship, and continuous improvement. In addition, the Operations Director supports broader healthcare operations initiatives, operations improvement and streamlining initiatives, policy development, budget management, and system-wide projects aligned with the organization’s academic, clinical, and research missions.
System-Level Leadership and Governance for Contract Services
Provide strategic leadership for contracted Food and Nutrition Services, Environmental Services and other contracted support services within the scope of System Readiness and Operations, across all hospitals and affiliated facilities. Establish and maintain system-wide governance structures, standards, and accountability frameworks for assigned support services operations. Serve as a subject matter expert and advisor to executive leadership on support services strategy, trends, and best practices in academic healthcare.
Contracted Services Oversight and Vendor Management
Oversee all aspects of vendor performance management, ensuring compliance with contractual terms, service level agreements (SLAs), key performance indicators (KPIs), and health system standards. Lead regular performance reviews, scorecards, and operational audits with contracted service providers. Collaborate with Supply Chain, Legal, and Finance to support contract negotiations, renewals, requests for proposals (RFPs), amendments, and dispute resolution. Ensure vendors support the unique needs of teaching hospitals, including infection prevention, research protocols, and high-acuity patient populations.
Operational Excellence and Standardization
Develop, implement, and maintain system-wide policies, procedures, and operational standards for FANS, EVS and other operational areas. Drive standardization and best-practice adoption while accounting for the complexity and variability of academic medical centers and specialty hospitals. Partner with local hospital senior operational leaders, clinical leaders, nursing leadership, and department directors to address operational challenges and service recovery issues. Support operational readiness for new program launches, facility expansions, renovations, and campus integrations.
Quality, Safety, and Regulatory Compliance
Ensure contracted services meet or exceed all regulatory and accreditation requirements, including the Centers for Medicare and Medicaid Services (CMS), The Joint Commission, state health department, and infection prevention standards. Collaborate with Infection Prevention, Quality, and Safety teams to support patient safety initiatives and environmental hygiene standards. Partner with Patient Experience, Quality and Safety to ensure and support a high quality patient experience. Participate in regulatory surveys, mock surveys, tracers, and corrective action planning related to operations. Promote evidence-based practices that support patient outcomes, workforce safety, and environmental sustainability.
Financial and Budgetary Management
Provide oversight of operating budgets related to contracted support services, including labor, supplies, and capital planning. Analyze financial performance, identify variances, and implement corrective actions in partnership with vendors and hospital leadership. Identify opportunities for cost savings, operational efficiencies, and value-based improvements aligned with academic health system goals. Support long-range financial planning and business case development for support services initiatives.
Data, Analytics, and Performance Improvement
Establish and monitor system-wide performance metrics and dashboards for operational areas Use data and analytics to drive continuous improvement, benchmarking, and evidence-based decision-making. Lead or sponsor performance improvement initiatives using Lean, Six Sigma, or similar methodologies.
System Operations and Special Projects
Lead or support (as appropriate) system-wide healthcare operations initiatives, special projects, and performance improvement efforts as assigned by the Vice President of System Readiness. Prepare executive-level reports, presentations, and recommendations for senior leadership and governance committees.
Required
Work Experience
Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Hospitality Management, or a related field. Minimum of 7 years of progressive leadership experience in healthcare operations, support services, or vendor/contract management. Demonstrated experience overseeing contracted services in a hospital or health system environment. Experience working in complex, multi-site healthcare organizations. Preferred Master’s degree in Healthcare Administration (MHA), Business Administration (MBA), or related field. Experience in an academic medical center or teaching hospital or system environment. Direct operational experience with Food and Nutrition Services and/or Environmental Services in acute care settings. Experience supporting Joint Commission surveys and CMS regulatory compliance. Familiarity with Lean, Six Sigma, or performance improvement methodologies. KSAs In-depth knowledge of hospital support services operations and their impact on clinical outcomes and patient experience. Strong understanding of regulatory, accreditation, and infection prevention standards in academic healthcare settings. Expertise in vendor management, contract compliance, and performance accountability. Strong financial and analytical skills with the ability to interpret complex data. Exceptional communication, negotiation, and relationship management skills. Ability to influence without direct authority and collaborate across clinical, academic, and administrative stakeholders. Strategic thinker with strong execution and change management capabilities. High level of professionalism, integrity, and judgment.
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The Operations Director provides system-wide leadership and oversight for healthcare system operations functions including support for all contracted Food and Nutrition Services (FANS) and Environmental Services (EVS) across a multi-hospital academic health system. This role ensures clinical support services consistently meet the clinical, educational, research, regulatory, and patient experience standards of a complex academic environment. Job Requirements
The Operations Director provides system-wide leadership and oversight for healthcare system operations functions including support for all contracted Food and Nutrition Services (FANS) and Environmental Services (EVS) across a multi-hospital academic health system. This role ensures clinical support services consistently meet the clinical, educational, research, regulatory, and patient experience standards of a complex academic environment.
Reporting to the Vice President of System Readiness, with limited oversight, the Operations Director serves as a strategic partner and liaison to local hospital leadership, clinical teams, academic faculty, and external vendors. The position is accountable for assigned vendor contract performance, service quality, regulatory compliance, financial stewardship, and continuous improvement. In addition, the Operations Director supports broader healthcare operations initiatives, operations improvement and streamlining initiatives, policy development, budget management, and system-wide projects aligned with the organization’s academic, clinical, and research missions.
System-Level Leadership and Governance for Contract Services
Provide strategic leadership for contracted Food and Nutrition Services, Environmental Services and other contracted support services within the scope of System Readiness and Operations, across all hospitals and affiliated facilities. Establish and maintain system-wide governance structures, standards, and accountability frameworks for assigned support services operations. Serve as a subject matter expert and advisor to executive leadership on support services strategy, trends, and best practices in academic healthcare.
Contracted Services Oversight and Vendor Management
Oversee all aspects of vendor performance management, ensuring compliance with contractual terms, service level agreements (SLAs), key performance indicators (KPIs), and health system standards. Lead regular performance reviews, scorecards, and operational audits with contracted service providers. Collaborate with Supply Chain, Legal, and Finance to support contract negotiations, renewals, requests for proposals (RFPs), amendments, and dispute resolution. Ensure vendors support the unique needs of teaching hospitals, including infection prevention, research protocols, and high-acuity patient populations.
Operational Excellence and Standardization
Develop, implement, and maintain system-wide policies, procedures, and operational standards for FANS, EVS and other operational areas. Drive standardization and best-practice adoption while accounting for the complexity and variability of academic medical centers and specialty hospitals. Partner with local hospital senior operational leaders, clinical leaders, nursing leadership, and department directors to address operational challenges and service recovery issues. Support operational readiness for new program launches, facility expansions, renovations, and campus integrations.
Quality, Safety, and Regulatory Compliance
Ensure contracted services meet or exceed all regulatory and accreditation requirements, including the Centers for Medicare and Medicaid Services (CMS), The Joint Commission, state health department, and infection prevention standards. Collaborate with Infection Prevention, Quality, and Safety teams to support patient safety initiatives and environmental hygiene standards. Partner with Patient Experience, Quality and Safety to ensure and support a high quality patient experience. Participate in regulatory surveys, mock surveys, tracers, and corrective action planning related to operations. Promote evidence-based practices that support patient outcomes, workforce safety, and environmental sustainability.
Financial and Budgetary Management
Provide oversight of operating budgets related to contracted support services, including labor, supplies, and capital planning. Analyze financial performance, identify variances, and implement corrective actions in partnership with vendors and hospital leadership. Identify opportunities for cost savings, operational efficiencies, and value-based improvements aligned with academic health system goals. Support long-range financial planning and business case development for support services initiatives.
Data, Analytics, and Performance Improvement
Establish and monitor system-wide performance metrics and dashboards for operational areas Use data and analytics to drive continuous improvement, benchmarking, and evidence-based decision-making. Lead or sponsor performance improvement initiatives using Lean, Six Sigma, or similar methodologies.
System Operations and Special Projects
Lead or support (as appropriate) system-wide healthcare operations initiatives, special projects, and performance improvement efforts as assigned by the Vice President of System Readiness. Prepare executive-level reports, presentations, and recommendations for senior leadership and governance committees.
Required
Work Experience
Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Hospitality Management, or a related field. Minimum of 7 years of progressive leadership experience in healthcare operations, support services, or vendor/contract management. Demonstrated experience overseeing contracted services in a hospital or health system environment. Experience working in complex, multi-site healthcare organizations. Preferred Master’s degree in Healthcare Administration (MHA), Business Administration (MBA), or related field. Experience in an academic medical center or teaching hospital or system environment. Direct operational experience with Food and Nutrition Services and/or Environmental Services in acute care settings. Experience supporting Joint Commission surveys and CMS regulatory compliance. Familiarity with Lean, Six Sigma, or performance improvement methodologies. KSAs In-depth knowledge of hospital support services operations and their impact on clinical outcomes and patient experience. Strong understanding of regulatory, accreditation, and infection prevention standards in academic healthcare settings. Expertise in vendor management, contract compliance, and performance accountability. Strong financial and analytical skills with the ability to interpret complex data. Exceptional communication, negotiation, and relationship management skills. Ability to influence without direct authority and collaborate across clinical, academic, and administrative stakeholders. Strategic thinker with strong execution and change management capabilities. High level of professionalism, integrity, and judgment.
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