Senior Director of Program Operations

THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

JOB DESCRIPTION

 

JOB TITLE: Senior Director of Program Operations

PEOPLE MANAGER: Yes

REPORTS TO: Executive Director of Social Services

FLSA STATUS: Exempt

PAY GRADE:   412

PAY RANGE:   $116,207 - $145,259

 

WHO WE ARE

At The Salvation Army, we are dedicated to “Doing the Most Good”. We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors. We do this through programs designed to combat homelessness and hunger, provide safe spaces for kids after school and on the weekends, achieve and maintain sobriety, and give hope to the hopeless. The Salvation Army North and Central Illinois Division provides these services to people in need.

 

JOB SUMMARY

The Senior Director of Program Operations leads the divisional team responsible for connecting program sites to the administrative, financial, and organizational resources they need to deliver mission effectively, and for building the program development capacity that helps sites grow. The role holds strategy and authority for program development, case management standards, training, and the shared tools that support consistent service delivery across the Division. The Senior Director serves as the primary divisional resource for field connectivity and program development support, ensuring that every program site has a clear point of contact for administrative support and program growth. Working in close partnership with the Executive Director of Social Services and Regional Social Services personnel, the role ensures that program sites are effectively connected to Advancement, Business Administration, and Congregational Life and Ministry, and that Program Operations support reaches every active site through a regional service model spanning Northwest Illinois, Central Illinois, and Chicago.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Areas of responsibility include but are not limited to the following:

 

Capacity Leadership and Divisional Authority

• Sets direction for Program Operations across the Division, ensuring the function delivers on its purpose of connecting program sites to resources and building the capacity for programs to grow.
• Establishes the policies, procedures, and processes required for the function to meet its objectives and provide consistent, reliable support to program sites.
• Builds and maintains the standards, case management frameworks, and shared tools that enable consistent program delivery at the divisional, regional, and site levels.
• Anticipates and responds to changes in the social services program environment and positions functions to adapt accordingly.
• Ensures every active program site has a clear point of contact for administrative support and program development.

Program Development and Site Support

• Holds division-wide program development capability, including training, case management standards, and shared tools, and ensures these resources are available to all program sites.
• Builds local and regional program development capacity, equipping Regional Operations Coordinators, program directors, and site personnel with the frameworks, training, and tools needed to design, launch, and strengthen programs within their areas.
• Leads the development and ongoing improvement of program design and delivery frameworks that reflect best practices in human services and The Salvation Army’s mission priorities.
• Supports program sites in developing and scaling programs that are grounded in community need, aligned with divisional priorities, and structured for sustainable delivery.
• Develops and maintains shared program resources, tools, and protocols that standardize service delivery while allowing for appropriate local adaptation.
• Coordinates new program design and launch processes in partnership with the Executive Director of Social Services.
• Supports the field connectivity and delivery infrastructure of division-wide programs and initiatives, in coordination with Mission Investment Management.

Cross-Departmental Coordination

• Serves as the primary point of coordination with Advancement for field outcomes, program narratives, and impact stories, ensuring information from program sites reaches Advancement in accurate and timely form to support donor and funder storytelling.
• Coordinates with Business Administration to ensure the financial infrastructure supporting program delivery, including cost allocation, procurement, and resource planning, is accessible for program sites.
• Coordinates with Congregational Life and Ministry to integrate pastoral care, spiritual formation, and ministry programming with program delivery at every level of the department.
• Builds and maintains the infrastructure that enables regional coordinators to serve as the primary connector between program sites and divisional departments.

Capacity Building and Field Support

• Ensures the team provides site personnel with practical tools, technical assistance, and training that meet the realities of field operations.
• Develops training curricula and minimum competency standards for program delivery, case management, and site-level administrative functions at every level of the department.
• Ensures ongoing consultation, technical assistance, and training is provided to Program Directors, program staff, and other personnel.
• Maintains matrix relationships with Regional Operations Coordinators, ensuring divisional standards are translated into practical support at the regional and site levels. 

People and Culture

• Provides leadership, supervision, and development for staff responsible for delivering Program Operations at the divisional level and through matrix relationships with regional teams.
• Ensures positions are staffed with individuals who can carry out objectives in an environment characterized by clear vision, effective communication, teamwork, and ongoing professional growth.
• Fosters a culture of accountability, continuous improvement, and collaboration across the function and with partner departments.
• Acts as a representative of The Salvation Army and its mission in all internal and external relationships.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

Education

Master’s degree in social work, public administration, nonprofit management, human services, or a related field from an accredited institution is required.

Experience

• Minimum of seven years of progressively responsible experience in program development, program management, or social services administration, preferably in a multi-site nonprofit, faith-based, or human services environment.
• Demonstrated experience designing programs, developing training curricula and case management standards, and providing program development support to field-based staff.
• Demonstrated experience leading staff and matrixed teams across multiple sites or regions.

Licenses/Certifications

• Caseworker Certification within 120 days of employment.
• Valid driver’s license and MVR clearance required for travel within the Division.

Skills/Abilities

• Comprehensive understanding of social services program delivery, including program design, case management, and capacity building practices in human services.
• Working knowledge of The Salvation Army’s history, mission, and structure, as well as its services, policies, and procedures.
• Demonstrated ability to develop and manage systems for supporting program quality, case management consistency, and field connectivity.
• Strong analytical and problem-solving skills, with the ability to interpret programmatic information and translate it into practical tools and decisions.
• Strong leadership, team building, and conflict management skills, including the ability to lead matrixed teams across multiple locations.
• Strong interpersonal and written communication skills, with the ability to communicate effectively at all levels of the organization and with staff at remote locations.
• Demonstrated ability to build relationships across departments and with program sites.
• Ability to work with confidential information and exercise sound judgment.
• Ability to manage multiple projects, priorities, and deadlines in a constantly changing environment.

JOB LIMITATIONS

• This individual will only commit Army resources that have been allocated or approved.
• This individual will adhere to all Salvation Army policies and procedures in carrying out the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC. The work environment for this position is an office environment with a low to moderate noise level. Travel by car or air within and occasionally outside the Division is required.

 

COMPETENCIES

• A passion for seeing clients, communities, and sites impacted through programs that fulfill the full mission of The Salvation Army.
• A commitment to working within the framework of a faith-based organization.
• A commitment to the mission of The Salvation Army.
• A decision-making approach that evaluates options in a way that maximizes the resources of the organization within the context of mission, strategic plan, and fiscal realities.
• A professional approach that investigates, identifies, and responds to program development and operational needs across the Division.
• Demonstrated ability to foster the teams and partnerships required to accomplish organizational objectives, including across departments and with program sites.
• Demonstrated ability to manage staff, projects, priorities, and programs in a constantly changing environment.
• A communication and management style that exhibits the principles and values of The Salvation Army.
• Maintains a positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers, supervisors, and partners.
• Treats staff, clients, donors, and visitors with courtesy, respect, and dignity, and without discrimination of any kind.
• Comprehensive understanding of social services program delivery, including program design, case management practices, and capacity building in human services.
• Hands-on knowledge of how to effectively work with and manage diversity in the workplace.
• Strong program and operational literacy, including the ability to develop and communicate program standards and tools for field and divisional audiences.
• Ability to assess and improve existing systems and processes.

PERFORMANCE MEASURES

This individual will be evaluated on how effectively the outcomes of this position are achieved as well as the timeliness, accuracy, and completeness of accomplishing assigned goals.

 

THE SALVATION ARMY MISSION STATEMENT

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.