Manager, Regional Operations

About the role

The Regional Operations Manager (ROM) is a dynamic and strategic leader responsible for overseeing the operational, financial, and clinical performance of multiple urgent care centers within a defined geographic region. This role ensures the delivery of high-quality patient care, exceptional service, and strong financial results through effective leadership, center management, and full P&L ownership. The ROM drives operational excellence by aligning center performance with organizational goals, fostering a culture of accountability, and leading cross-functional teams to achieve sustainable growth and efficiency. A key focus of this role is leading large center staff teams ensuring high performance through coaching, development, and partnership with the People Team (HR). Essential Duties and Responsibilities P&L Ownership & Financial Performance - Full accountability for the profit and loss of assigned centers, including budgeting, forecasting, and expense management. - Achieve and exceed budget targets by optimizing staffing models, reducing operational expenses, and maximizing productivity. - Monitor and manage overtime, payroll accuracy, and scheduling to ensure financial efficiency. Center Operations & Staffing - Oversee daily operations across multiple centers, ensuring compliance with healthcare regulations and internal policies. - Develop and maintain appropriate staffing levels for Medical Assistants, Radiologic Technologists, and other operational roles. - Ensure accurate and timely payroll processing and scheduling across the region. People Leadership & Performance Management - Lead and manage large teams of center staff (e.g. PCCs, MAs, RTs, and Team Leaders) across multiple centers, fostering a culture of accountability, engagement, and excellence. - Conduct regular performance reviews, coaching conversations, and development planning in partnership with the People Team. - Address performance issues constructively and consistently, ensuring alignment with organizational standards and values. - Promote a positive work environment that supports retention, recognition, and career growth. Talent Acquisition & Development - Partner with Talent Acquisition and HR to build a robust talent pipeline and strategically hire high-quality candidates. - Lead team management activities including onboarding, training, performance evaluations, and timecard approvals. - Identify high-potential team members and support succession planning and leadership development. Community Engagement & Marketing - Establish and maintain a strong community presence for each center, identifying outreach opportunities and local partnerships. - Collaborate with Marketing and Business Development to drive volume, increase visibility, and enhance brand reputation. Quality & Compliance - Ensure high-quality patient care and follow up on escalated customer service concerns. - Maintain strict confidentiality of EMR, medical records, and team member data in accordance with compliance standards. - Oversee site maintenance and vendor relationships to ensure operational readiness and resource availability. Strategic Planning & Collaboration - Lead and support market initiatives, sharing best practices and developing standardized processes. - Manage market-wide projects, including implementation, tracking, and outcome assessment. - Conduct regular KPI reviews with market leadership and clinical teams to drive performance improvements. Policy & Procedure Implementation - Develop and implement operational policies and procedures to ensure consistency and efficiency across centers. - Prioritize work activities and establish guidelines that align with organizational goals and regulatory requirements.