Training, Quality, and Operations Manager

About Walker

Since 1961, Walker Therapeutic & Educational Programs has been a trusted partner for children, youth, and families, navigating some of life’s most difficult challenges. Based in Needham, our mission is to nurture hope, build strengths, and develop lifelong skills in partnership with the children, youth, families, and communities we serve. We provide comprehensive, trauma-informed residential, educational, and clinical services to children and youth with complex social-emotional, behavioral, and learning needs, while supporting their families every step of the way. Through three specialized divisions—Residential & Educational Programs, Behavioral Health & Community-Based Services, and Walker Solutions—we deliver relationship-based care and capacity-building that makes a lasting difference. Today, we serve children, youth, and families from more than 150 communities across Massachusetts.

Make a Difference Every Day—and Gain Skills You Can Use for Life

The Training, Quality, & Operations Manager supports the consistency, quality, and day-to-day functioning of programs across the Behavioral Health Division. This role works in close partnership with Program Directors to strengthen training practices, support quality and compliance systems, and address operational needs across WCC, ECMHC, and TASP.

The Manager serves as a connector across programs, helping to implement standardized processes, identify areas for improvement, and provide hands-on support when programs are navigating transitions, growth, or increased demands. This is a collaborative, support-oriented role designed to enhance program stability and effectiveness while building internal capacity.

Essential Functions

Quality Assurance & Continuous Improvement

• Support implementation and ongoing use of quality assurance and improvement processes across programs
• Assist Program Directors in maintaining consistent quality monitoring practices, tools, and documentation standards
• Support completion of utilization review and preparation for audits, monitoring reviews, and site visits

Training & Workforce Development

• Help coordinate and support onboarding and training efforts across programs
• Assist with development and maintenance of training materials and resources
• Support implementation of clinical models, evidence-based practices, and consultation approaches
• Partner with internal training and performance improvement teams as needed

Compliance & Regulatory Support

• Support programs in maintaining compliance with licensure, accreditation, and contract requirements
• Assist with organizing materials and processes during high-demand compliance periods

Operations & Systems Support

• Assist with cross-program problem-solving related to workflows, service delivery, and staffing patterns
• Support use and consistency of electronic health records and related workflows
• Help maintain data accuracy and support use of data for program improvement
• Provide short-term operational or supervisory support during staff transitions, vacancies, or leave coverage

Financial & Operational Support

• Partner with Program Directors and billing/finance staff to support documentation and billing practices
• Help identify workflow inefficiencies
• Support collection and review of program feedback (staff, families, partners)

Collaboration & Communication

• Work collaboratively with Program Directors while respecting program-level leadership and decision-making
• Participate in division meetings and contribute to discussions on operations, quality, and capacity

Agency Responsibilities

• Attend supervision, staff meetings, and required trainings
• Follow all agency policies and procedures
• Represent the organization in a professional manner
• Participate in agency initiatives and committees as appropriate
• All other duties as assigned

Skills and Abilities

• Must have the ability to access different community locations for meetings and sessions which may include. Walker sites and community-based locations.
• Strong computer skills.
• Excellent oral and written communication skills.
• Strong customer service skills 
• Ability to meet deadlines and follow through with multiple projects simultaneously. 
• Ability to respond to and follow through with requests professionally.   
• Must be able to sit at workstation for prolonged periods of time, consistent with OSHA requirements.   
• Ability to lift, pull, or push up to 10 lbs.

Schedule:

• Monday – Friday, 40 hours/week
• Flexible hours based on program and operational needs
• Remote work is available for some portion of time with manager approval, based on program and operational needs

Qualifications

Education and Certifications

Required:

• Master’s degree in behavioral health, or related field

Preferred:

• Independent clinical licensure (LICSW, LMHC, or LMFT in Massachusetts) with ability to provide clinical supervision toward licensure

Experience

Required:

• 3-5 years of previous experience in similar role
• Experience supporting program operations, training, quality, or compliance activities
• Strong organizational, communication, and problem-solving skills

Preferred:

• 5 years of previous experience in similar role

• Experience in community-based behavioral health settings

• Familiarity with EHR systems, quality improvement processes, and regulatory standards
• 2–3+ years of management or supervisory experience in behavioral health or human services
• Demonstrated experience in quality assurance, compliance, program operations, or systems improvement
• Proven ability to lead cross-program initiatives during periods of change or operational strain

Other Requirements:

• Successfully complete all background check suitability requirements

• Must have reliable transportation with ability to travel to different locations

• Ability to meet deadlines and follow through with multiple projects simultaneously. 
• Ability to respond to and follow through with requests professionally.   

• Bilingual capabilities are preferred, but not required

Supervision:

Supervisor: Vice President of Behavioral Health  

Supervises: No ongoing direct reports but may provide short-term supervision or team support during coverage needs, transitions, or vacancies.

Equal Opportunity Statement

Walker is an equal opportunity employer and does not discriminate based upon an individual's race, color, religion, national origin, sex, age, marital status, sexual orientation, genetic information, disability, veteran status, pregnancy, national guard or reserve unit obligations, participation in discrimination complaint-related activities, or membership in any category protected by federal or state law.