Chief Operating Officer

Chief Operating Officer (COO)
Reports to: Executive Director
Organization: Journey to New Life

Position Summary
The Chief Operating Officer (COO) is a vital member of the senior leadership team, responsible for overseeing the daily operations of Journey to New Life’s client services and ensuring the organization delivers high-quality, mission-driven programs. The COO provides strategic leadership, operational oversight, and program evaluation to enhance organizational effectiveness and improve client outcomes. This role supports key directors and managers, ensures compliance with regulatory and accreditation standards, and fosters a culture of accountability, professional development, and collaboration.

A successful candidate will bring experience in residential or shelter settings, a deep understanding of the impact of incarceration on individuals and families, and a strong commitment to restorative and trauma-informed approaches. Familiarity with recovery programming and experience working with people in recovery is highly valued. People with lived experience of incarceration — as well as those with immediate family members who have been incarcerated — are strongly encouraged to apply.
 
Key Responsibilities

Leadership & Collaboration

• Serve as a thought partner to the Executive Director in strategic planning and organizational development.
• Collaborate with the leadership team to ensure cohesive planning, resource allocation, and mission alignment.
• Represent Journey to New Life in community partnerships, fostering strong external relationships that advance the organization’s mission.

Program & Service Oversight

• Provide leadership and direct supervision for the Director of Reentry Residences, the Director of Client Services, the Community Engagement Manager, and the Volunteer & Operations Manager.
• Ensure high-quality service delivery across all client programs, focusing on measurable outcomes and continuous improvement.
• Oversee facilities to ensure they remain safe, well-maintained, trauma-informed, and welcoming for clients. Responsibilities include conducting regular inspections, coordinating maintenance and renovations, ensuring compliance with safety standards, and managing relationships with key vendors and service providers.
• Review and follow up on incident reports to ensure proper resolution, accountability, and learning.

Human Resources & Staff Development

• Provide coaching, mentoring, and professional support to staff to foster resilient, mission-driven teams. This includes implementing intentional staff development strategies, offering growth opportunities, and investing in the skills and well-being of each team member.
• Oversee recruitment, onboarding, training, and staff development programs to strengthen team capacity.
• Oversee Human Resources, including management of the outsourced HR contract, to ensure the effective delivery of HR services, compliance with employment laws and organizational policies, and consistent staff support. Responsibilities include addressing conflicts, guiding performance management, and fostering a positive, equitable workplace culture.

Policies, Procedures & Compliance

• Develop, update, and implement organizational policies and procedures to ensure consistent, effective operations.
• Oversee accreditation processes, including Department of Mental Health certification and recovery house accreditation.
• Ensure compliance with all relevant laws, regulations, and best practices.
• Lead the organization’s annual insurance renewal process and ensure adherence to coverage requirements.

Quality Assurance & Outcomes Measurement

• Establish systems for monitoring and evaluating program effectiveness.
• Ensure accurate collection and analysis of outcome data to measure impact and inform decision-making.
• Implement continuous quality improvement strategies to enhance service delivery and client success.

Grant & Financial Responsibilities

• Write and submit grant reports in collaboration with program staff.
• Ensure program expenditures align with grant budgets and organizational goals.
• Support the Executive Director and CFO in aligning operational planning with financial resources.

 
Qualifications

• Bachelor’s degree in social services, nonprofit management, business administration, or a related field (Master’s degree preferred).
• Minimum 7–10 years of progressive leadership experience in nonprofit or social services management, with demonstrated success at the director level or above. Candidates with significant program leadership experience who are ready to step into a senior operations role will also be considered.
• Experience working in residential service settings (such as homeless shelters, transitional housing, or recovery residences).
• Deep understanding of the impact of incarceration on individuals, families, and communities.
• Experience overseeing client programs, compliance, and accreditation processes.
• Strong knowledge of nonprofit HR management, preferably including experience with outsourced HR models.
• Proven ability to design and implement policies, procedures, and systems that enhance organizational effectiveness.
• Demonstrated success in outcomes measurement, program evaluation, and quality assurance.
• Strong grant reporting and compliance experience.
• Excellent leadership, communication, and interpersonal skills with a coaching and collaborative management style.
• Commitment to the mission and values of Journey to New Life.

Preferred Qualifications

• Experience in a senior operations role such as COO, Deputy Director, or equivalent in a nonprofit or social services setting.
• Leadership experience in residential or housing programs (e.g., homeless shelters, transitional housing, or recovery residences).
• Leadership experience in recovery programs.
• Proven success overseeing multiple programs or departments simultaneously.
• Strong background in accreditation, compliance, and quality assurance.
• Demonstrated ability to build staff capacity through professional development, coaching, and team leadership.
• People with lived experience of incarceration — or with immediate family members who have been incarcerated — are strongly encouraged to apply.

Benefits

• Health Insurance Stipend: JTNL provides a monthly health insurance stipend of up to $500. This stipend can be used to cover the costs of health, dental, and vision insurance.
• Employee Assistance Program: JTNL offers an Employee Assistance Program (EAP) to provide confidential support and resources for personal and work-related issues.
• Paid Time Off: JTNL offers paid time off to support a healthy balance between work and personal life. Full-time employees receive 17 days of PTO annually during their first three years of employment, in addition to accruing paid sick leave.
• Holidays: JTNL grants employees 10 paid holidays per year, plus the week between Christmas and New Year's Day.
• Retirement Plan: JTNL partners with T. Rowe Price to help employees plan for their future with a retirement plan and aims to provide an employee match beginning in 2027.
• Life Insurance & Supplemental Insurance: JTNL provides each full-time employee with $15,000 in life insurance and $15,000 in AD&D insurance through Principal Life Insurance Company. Additionally, employees can obtain supplemental insurance, such as disability or rental insurance.

Application Process: To apply, please submit your resume, a cover letter detailing your relevant experience and passion for the role and contact information for three professional references to Julia Lloyd at jlloyd@jtnl.org. Journey to New Life is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.