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Director of Program Operations Reporting to the Vice President of Programs and Services and serving as a senior advisor and operational lead, the Senior Director will work closely with program directors to strengthen workflows, improve coordination, and ensure the infrastructure policies, systems, and contracts is in place to deliver fully integrated care.

This newly created role offers a unique opportunity to shape service delivery at one of Boston’s most impactful organizations, advancing a mission rooted in dignity, equity, and long-term stability

As the Commonwealth’s largest day shelter for adults experiencing homelessness and poverty, St Francis House (SFH) serves up to 600 individuals daily, year-round, across two downtown Boston locations. The organization recently completed a $74 million comprehensive fundraising campaign to support operations, expand programs, and fund major facility improvements.

Mission

St. Francis House rebuilds lives by providing refuge and pathways to stability for adults experiencing homelessness and poverty – with a commitment to helping those it serves achieve renewed lives of dignity and self-determination.

Driven by a growth mindset and a deep commitment to collaboration, SFH is helping to address Boston’s housing crisis through bold, solution-oriented efforts. In addition to a full renovation of its flagship site at 39 Boylston Street, the organization is co-developing and is the service provider for a 19-story residential tower across the street that will provide 126 units of affordable housing, including 70 for individuals transitioning out of homelessness.

Celebrating 40 Years of Rebuilding Lives

Founded 40 years ago in the heart of downtown Boston, SFH has grown from a simple bread line into a nationally recognized, multi-service shelter offering comprehensive, person-centered care to individuals experiencing homelessness and poverty Rooted in the belief that every person has inherent dignity—and that with the right tools, meaningful change is possible SFH expanded its offerings throughout the 1990s, launching initiatives such as the Moving Ahead Program (MAP) for employment readiness and Next Step Housing, which created 56 units of supportive housing.

Over the past two decades, SFH has experienced transformational growth under the continued leadership of President and CEO Karen LaFrazia. During her 28-year tenure, the organization has completed three multimillion-dollar comprehensive campaigns to expand services, improve facilities, and increase housing access

SFH has also led a number of firsts: the Carolyn Connors Women’s Center to serve the unique needs of female guests; Room to Grow, the only Recovery Support Center operating within a homeless shelter; Seeds of Change, the first day-shelter-based dual-diagnosis treatment program; and The Union, a permanent supportive housing development for people exiting homelessness. SFH also partnered with the City of Boston to address urgent sheltering needs during the COVID-19 pandemic.

Now in its fifth decade, SFH is undertaking a significant transformation of its facility at 39 Boylston Street. Shaped by staff and guest input, the new space will better reflect SFH’s philosophy of care: person-centered, recoveryoriented, and trauma-informed Choice-based services, flexible meal options, intuitive layouts, and welcoming spaces will improve the guest experience and support more effective interventions.

With this renewed foundation, SFH remains at the forefront of providing continuous, comprehensive services from basic needs to rehabilitation and housing while advancing its strategic path to address the root causes of homelessness through innovative, holistic solutions.

Karen Lafrazia President and CEO

s provided a guiding vision of growth for St. Francis House and created a culture that fosters innovation and rewards creativity. Under her leadership, SFH has grown to be a national model for integrated programs and services supporting people experiencing homelessness and poverty.

Collaborating for Impact

SFH delivers holistic, person-centered care through the strength of its public and private partnerships. Federal, state, and local contracts provide 52% of the organization’s $20 million annual revenue, supporting essential services across shelter, recovery, behavioral health, workforce development, and housing Private philanthropy including efforts like the fiveyear Pathways campaign accounts for 45% of revenue and plays a critical role in expanding programs, launching new initiatives, and improving facilities to better meet guest needs

SFH’s commitment to long-term solutions extends to housing development. In partnership with the Planning Office for Urban Affairs, it is co-developing a 19-story mixedincome tower at 41 LaGrange Street, adjacent to its downtown offices. Backed by public and private partners, the project will add 126 affordable units, including 70 for individuals transitioning out of homelessness. It’s a vital extension of SFH’s mission to provide not just stability, but a pathway to permanent housing and recovery

“Every

day I witness firsthand the harsh realities of Boston’s housing crisis. The surge in homelessness in our region is a consequence of multiple compounding factors, including soaring rents and a severe shortage of affordable housing. St. Francis House is pleased to help alleviate this strain as a partner in providing much-needed affordable housing in downtown Boston.”

- Karen LaFrazia SFH President & CEO

Compassionate, Coordinated Care

St Francis House offers a full continuum of services to support individuals experiencing homelessness all located on a central campus on Boylston Street in downtown Boston Staff excel in their commitment and ability to develop relationships with individuals who come to SFH for day refuge services, creating a sense of hope and belief that each person can make a positive change in their lives. Services are then wrapped around them to provide a stable footing for moving forward.

Day Shelter – meals, showers, clothing and other services

Recovery Support Center – support and education for all stages of recovery

Housing – from navigation to residential services and housing units

Workforce Development – pathways to employment and economic opportunity

Behavioral Health – case management, harm reduction, clinical SUD treatment

Medical Clinic – on-site and staffed by experienced medical professionals

The Organization: Culture and Core Values

St Francis House is grounded in a culture of mutual respect, adaptability, and excellence values embraced daily by staff in their interactions with one another and in providing guests with the resources they need to reclaim their dignity and rebuild their lives. The organization rejects rigidity in favor of a service-focused mindset, teamwork, and attention to detail at every level.

St. Francis House Organizational Chart

VP, PROGRAMS & SERVICES

Core to its culture is a deep commitment to diversity, equity, and inclusion both in its workforce and in how services are delivered. From the Board of Directors to front-line staff, there is a shared belief that diversity in race, class, religion, gender, nationality, age, disability, veteran status, marital status, sexual orientation, experience, and perspective makes the organization stronger, more focused, and better equipped to achieve its mission.

PRESIDENT & CEO

VP, PROGRAM STRATEGY & INITIATIVES

VP, FINANCE & ADMINISTRATION

VP, OPERATIONS, CULTURE & INCLUSION

VP, PHILANTHROPY & EXTERNAL AFFAIRS

Programs and Services Overview

At the heart of SFH’s mission is a commitment to integrated, person-centered care that supports each guest’s journey from crisis to stability. The Programs & Services Department provides housing, behavioral health, workforce development, recovery services, and day shelter that are responsive to guests’ comprehensive needs.

The $[?] million, 105-employee operation is led by Vice President of Programs and Services Keri Thomas, who joined SFH in 2023 with more than a decade of clinical and human services leadership A licensed social worker and dedicated advocate, Keri brings a deep commitment to addressing systemic racism, poverty, and social injustice

Org Chart

With four core program directors and a deeply committed staff, the department serves hundreds of individuals each day with a shared focus on excellence, collaboration, and measurable outcomes. Keri ensures that programs remain coordinated, equity-driven, and grounded in best practices.

In response to growing scope and complexity, Keri’s leadership will be bolstered by a new Senior Director of Program Operations. This strategic investment in infrastructure will further strengthen systems and service integration to advance SFH’s ambitious goals for impact and innovation

MANAGER GUEST SERVICES MANAGER. COMMUNITY ENGAGEMENT & SAFETY HEAD CHEF SENIOR

MANAGER MAP MANAGER EMPLOYMENT SVS

POSITION DESCRIPTION

Senior Director of Program Operations

The Senior Director of Program Operations serves as a senior leader within the Programs & Services Department, supporting the Vice President of Programs and Services in overseeing the day-to-day operations of a complex and integrated service delivery system The role is responsible for ensuring that internal systems, workflows, and staff support structures align with St Francis House’s strategic goals and programmatic priorities

Reporting to the Vice President, the Senior Director works closely with Program Directors to strengthen coordination across service areas, enhance operational efficiency, and improve internal consistency. With a focus on administrative infrastructure, contract and budget management, and staff operations, this role plays a critical part in sustaining and scaling effective service delivery across housing, behavioral health, workforce development, recovery, and day shelter services.

This newly created position reflects the increasing scale and complexity of the Programs & Services Department. The Senior Director will help shape the role’s priorities in collaboration with leadership, and will be instrumental in ensuring that the department is equipped to meet organizational goals for integration, innovation, and impact

PRIMARY RESPONSIBILITIES

Support the Vice President of Programs and Services in translating strategic priorities into operational plans across all program areas.

Oversee daily operational functions that underpin integrated service delivery, addressing coordination and workflow challenges.

Develop and maintain clear, consistent internal policies and procedures to support effective, compliant, and integrated program operations.

Collaborate with Program Directors and the Finance team to manage public contracts, monitor expenditures, and ensure achievement of grant deliverables

Guide the development and oversight of program budgets; monitor performance and assist in course corrections as needed

Partner with Human Resources and program leadership to support recruitment, retention, and professional development of staff

Promote use of data and outcomes to support decision-making, continuous improvement, and alignment with best practices.

Walter Ramos Rogerson’s President & CEO

Lead or contribute to internal initiatives that strengthen service delivery, operational cohesion, and staff experience.

Ideal Candidate Portrait

The ideal candidate for the role of Senior Director of Program Operations is an experienced and thoughtful operational leader with a deep understanding of how systems and infrastructure support effective service delivery in human services settings. They are motivated by mission, grounded in practice, and thrive in partnership with others. Both relational and results-oriented, they bring strong communication and project management skills, a systems mindset, and a talent for building solutions that improve experiences for staff and guests alike.

Competencies

An advanced degree in Social Work, Public Health, Public Administration, Nonprofit Management, or a related field; LICSW a plus

At least five years of progressive program management experience, including three years in a senior or operational leadership role

Demonstrated success leading through influence, building relationships, and fostering collaboration

Strong operational and financial acumen, including experience with budgets, contracts, and performance metrics.

Proven ability to develop internal policies, procedures, and workflows to improve consistency and outcomes.

Excellent written, verbal, and interpersonal communication skills.

Experience navigating complex systems and managing organizational change.

A deep commitment to diversity, equity, and inclusion in both workforce and service delivery. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

Desired Attributes

Deep belief in the dignity of every person and commitment to serving individuals experiencing homelessness, poverty, or marginalization.

High personal integrity and ethical standards; trusted to act in the best interest of the mission and community.

Self-motivated, mission-aligned leader with a flexible, proactive approach to getting things done

Empathetic and inclusive, with a demonstrated ability to work effectively with individuals from diverse backgrounds and lived experiences

Clear thinker with both strategic vision and operational know-how; able to stay focused on long-term goals while improving current systems

Detail-oriented with a continuous improvement mindset and strong follow-through

Confident and calm under pressure, with a measured, constructive response to challenges and change.

Humble, curious, and eager to learn from staff, guests, and peers.

Additional Experience, Skills, Abilities

Strong emotional intelligence and interpersonal acuity; able to build credibility and trust across departments and with staff at all levels

Skilled at leading through influence, with a proven ability to coordinate work across functions and teams without direct supervisory authority.

Collaborative and respectful in designing and implementing systems and solutions that enhance day-to-day operations and program effectiveness.

Systems thinker with excellent analytical, organizational, and problem-solving skills; able to manage complex workflows and competing priorities with clarity and precision.

Comfortable operating at both strategic and tactical levels; can develop long-term plans and execute immediate improvements.

Steady and adaptive in a dynamic environment, with a calm, solutions-oriented work style and an ability to navigate ambiguity.

Strong written and verbal communication skills; able to clearly convey goals, expectations, and impact across diverse internal and external audiences

Authentic and grounded leadership presence with sound judgment and high integrity; earns respect through consistency and clarity

Team-oriented coach and mentor with a collaborative management style that supports professional growth, accountability, and staff engagement

Resilient and unflappable under pressure; effective in managing sensitive or complex interpersonal and operational situations.

Expectations

Short-Term (First 12 Months)

Organizational Immersion. Gain a thorough understanding of SFH’s programs, operations, workflows, and culture. Build strong relationships with the Vice President of Programs and Services, Program Directors, and cross-departmental staff.

Operational Review. Assess current systems, policies, and procedures supporting daily operations. Identify opportunities to streamline workflows, increase consistency, and improve coordination.

Strategic Alignment. Become familiar with departmental goals and agency-wide priorities for the fiscal year. Support Program Directors in aligning operations with the integrated service model and program outcomes

Facility Transition. Help prepare teams for the return to the renovated building, ensuring that policies, systems, and operations align with new spaces and service capabilities

Team Support. Serve as a resource and thought partner to Program Directors on staffing, contract management, scheduling, and budgeting

Expectations (continued)

Longer-Term (Years 1–3)

Strategic Planning. Play a key role in the strategic planning process, contributing data and operational insights to shape long-term service delivery goals.

Integrated Operations. Strengthen and formalize systems and procedures that support coordinated, integrated care across all program areas

Performance & Quality Improvement. In partnership with the VP, implement tools and processes that support continuous quality improvement and track key performance indicators

Talent Development. Collaborate with HR and Program Directors to support recruitment, retention, and staff development aligned with evolving program needs

Data-Informed Decision-Making. Improve the use of program data to inform planning, budgeting, and operational improvements.

Cross-Departmental Coordination. Continue to strengthen alignment between Programs and departments like Finance, HR, and Facilities to ensure shared priorities and efficient resource use.

As an Equal Employment Opportunity Employer, St. Francis House is committed to fostering a diverse and inclusive workforce where all staff can reach their fullest potential. SFH welcomes candidates with lived experience and those who have faced historic barriers to competitive employment – in particular, BIPOC, people who are multilingual or multi-cultural, and members of the LGBTQ+ community

For inquiry or application, contact info@eesrecruit.com. www.exceptionalexecutivesearch.com

- Walter Ramos Rogerson’s President & CEO

As an Equal Employment Opportunity Employer, St Francis House is committed to fostering a diverse and inclusive workforce where all staff can reach their fullest potential SFH welcomes candidates with lived experience and those who have faced historic barriers to competitive employment – in particular, BIPOC, people who are multilingual or multi-cultural, and members of the LGBTQ+ community.