Title: Director, Accreditation Operations Location: Chicago, Illinois, 60611, United States Department: Education hybrid Education Full-Time Requisition #: DIREC001870 Job Description: Who We Are: It all starts with purpose. Pay or shift range: $120,354 USD to $150,442.50 USD We are a purpose-driven nonprofit with a dynamic staff culture. With a meaningful purpose, motivated staff, and excellent benefits, working here will definitely have you smiling! The ADA’s headquarters is located in one of Chicago’s most iconic buildings, designed by a world-renowned architectural firm, and is close to public transportation. With more than 350 colleagues, the ADA Staff are some of the most talented people in the Chicago, Washington D.C., and Boston area. We were named a 2024 Best-in-Class Employer By Gallagher and Top Workplace by the Chicago Tribune in 2019 and 2021! Come join our team! Job Responsibilities: The Director Commission on Dental Accreditation (CODA) Operations is responsible for providing leadership and oversight for the operational activities of the Commission. This role ensures that Commission functions, governance processes, and supporting operations are executed effectively, consistently, and in compliance with applicable policies, accreditation requirements, and regulatory standards. The Director serves as a key operational leader, supporting CODA’s mission through oversight of meetings, projects, training, complaint management, records retention, and brand stewardship. Must Have: - Bachelor's degree - 10 years of experience in higher education, healthcare, nonprofit or regulatory organization. - Demonstrated experience supporting a volunteer governance body and overseeing stakeholder initiatives - Experience managing complex operational processes, compliance functions, or complaint resolution systems - Familiarity with accreditation regulations, governance processes, and peer-review processes - Understanding of document retention, records management, and confidentiality requirements - Familiarity with HIPAA compliance requirements and privacy practices - Proficiency in operational planning, process improvement, and project management - Excellent verbal communication, writing, facilitation, analytical, negotiation, collaboration, prioritization, and presentation skills - Must be influential, a self-starter, results-focused, and strategic - Travel 3+ times per year, 1-3 nights per trip, for stakeholder conferences, support CODA meetings, or professional development opportunities - Position may require before and after-hours work Nice to Have: - Master's or Doctoral level degree in in education, health administration, dental - Knowledge of dentistry, higher education administration, and professional volunteers with advanced education - Knowledge in change management and transformational and servant leadership Just a few of the benefits offered to employees: - Promotes Work/Life Balance - Hybrid Work Schedule (2-3 days from home) - Health insurance/ dental reimbursement plan - Ample Paid time off - 401(k) - Flexible Spending Account - Life insurance - Tuition reimbursement - Paid Parental Leave - Pet Insurance - Student Loan Refinance - 2 days off to work at a charity event of your choice The ADA values a variety of backgrounds and experiences and is committed to providing equal employment opportunities to qualified job candidates. The ADA is an equal opportunity employer of protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment in open positions without regard to race, ethnicity, gender, color, religion, sex, age, marital status, ancestry, citizenship, physical or mental disability, medical condition, veteran status or any other characteristic. The American Dental Association is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process

Role Description The Director of BPO Field Operations is responsible for the strategy, development, management, and performance of ClearCaptions' outsourced field service network. This role will ensure that all BPO installation partners deliver customer experience, installation quality, regulatory compliance, and product knowledge level equal to or exceeding ClearCaptions' Direct field organization. The Director will own vendor strategy, partner selection, contract negotiations, performance management, quality assurance, training and certification programs, scheduling standards, inventory readiness, and operational performance across all outsourced field service providers. This role serves as the primary point of accountability for building a scalable national BPO field service model capable of supporting company growth while maintaining exceptional customer outcomes and cost efficiency. What This Role Does - BPO Strategy & Network Development - Develops and executes the long-term strategy for ClearCaptions' outsourced field service network. - Designs and maintains a scalable outsourced field service network by evaluating service providers, optimizing geographic coverage and partner capacity, and assessing partner performance to support business objectives and customer demand. - Continuously assesses partner performance and makes recommendations regarding expansion, consolidation, or replacement. - Vendor Selection & Contract Management - Identifies, evaluates, and onboards BPO field service providers. - Leads contract negotiations, pricing discussions, service level agreements (SLAs), and performance guarantees. - Develops compensation models and incentive structures that align vendor performance with company objectives. - Manages vendor relationships, business reviews, and accountability for contractual obligations, SLAs, and performance standards. - Quality & Performance Management - Establishes operational standards that mirror the performance expectations of ClearCaptions' Direct field organization. - Develops vendor scorecards and reporting mechanisms to measure installation quality, customer satisfaction, adoption and activation rates, compliance performance, productivity, lead generation, and cost per installation. - Conducts regular business reviews, corrective action planning, and oversight of vendor coaching, performance management, and accountability of programs in place. - Training & Certification - Designs and maintains a comprehensive training and certification program for outsourced field technicians. - Ensures BPO technicians receive the same product, customer service, installation, and regulatory training standards as Direct technicians. - Develops ongoing recertification and continuing education requirements and validates technician competency through audits, testing, and field observations. - Ensures vendor leadership actively coaches and develops field technicians using ClearCaptions standards. - Regulatory Compliance - Ensures all BPO technicians operate in accordance with company policies and regulatory requirements including maintaining required documentation and reporting to support regulatory requirements. - Partners with Compliance and Quality teams to identify and address performance gaps and develops compliance monitoring and audit programs. - Operational Excellence - Develops scheduling, dispatching, and workforce planning standards for outsourced partners. - Establishes inventory management requirements that allow dedicated BPO teams to maintain local inventory of phones, supplies, and equipment. - Drives continuous improvement initiatives focused on quality, customer experience, productivity, and reducing operational friction to improve installation efficiency. - Financial Performance - Owns BPO field service economics and performance. - Manages vendor costs and ensures outsourced installation costs remain competitive with Direct installation costs where practical. - Identifies opportunities to improve efficiency while maintaining service quality. - Develops reporting and forecasting to support financial planning and operational decision-making. - Performs other duties as assigned. Qualifications - Bachelor’s degree in Business, Operations Management, Supply Chain, Management or related field. Equivalent combinations of education and relevant experience will be considered. - Minimum of eight (8) years of progressive operations leadership experience managing outsourced operations, BPOs, field service organizations, or contractor networks. - Minimum five (5) years' experience leading multi-site or geographically dispersed teams. - Proven experience negotiating and managing vendor contracts and service agreements. - Experience with workforce planning, capacity management, forecasting, and budget accountability. - Strong background in quality management, demonstrated ability to drive operational improvements, productivity gains, and customer experience outcomes. - Proven success managing third-party vendor performance through KPIs, SLAs, scorecards, and governance processes. - Experience developing training, certification, and performance management programs. - Advanced problem-solving, analytical, and financial management skills, with the ability to develop strategies for operational improvements. - Ability to plan and manage both strategic and tactical operational levels. - Excellent verbal and written communication skills, relationship management, and presentation skills. - Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. - Respectful and outstanding leadership skills, ability to work collaboratively with colleagues and staff to create a high-quality, results-driven, team-oriented environment. - Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. - Willingness and ability to work flexible hours as needed, and travel up to 10%, which may include occasional overnight travel. - Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack). Physical Demands - Sitting, standing, and walking (90-100%) - Keyboarding (95-100%) - Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%) Work Environment 100% Remote with Travel: Work environment is primarily indoors (home office, customer or vendor sites, or other business meeting venues); travel may involve exposure to varying weather and temperature conditions, as well as driving and traffic hazards. Travel is required, approximately 10%, and may include overnight and out-of-state trips. Compensation $172,000 to $187,000/yr plus 15% bonus determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package. Intrigued to learn more? When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. Equal Opportunity Employer ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Disclaimer The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship. Protecting Your Candidate Experience At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind: - All legitimate ClearCaptions job openings are posted exclusively on this careers page. - Our recruiters will only contact you from verified @clearcaptions.com email addresses. - We will never offer a job through LinkedIn messages or any social media platform. - We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process. - We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. - If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com. We’re committed to a hiring process that is respectful, secure, and clear every step of the way.

• Process domestic and international wire transfers, ACH transactions, check disbursements, and journal entries in accordance with Apex policy and within required processing windows. • Review and validate Letters of Authorization s (LOAs) for journals and disbursements under the guidance of senior team members. • Identify transaction exceptions and escalate to management as appropriate. • Partner with the business (e.g., AML, Legal, and Risk teams) to resolve payment exceptions within required timeframes. • Follow Apex Cash Management SOPs and disbursement policy consistently across all transactions. • Perform self-review of own work prior to submission; participate in team quality review processes as directed. • Assist with the daily completion of supervisory checklist items, ensuring all required tasks, approvals, and signoffs are documented accurately and on time. • Respond to routine and ad hoc requests from clients and internal teams in a timely and professional manner.

• Execute day-to-day banking operations with an emphasis on accuracy and timeliness, including the processing of checks, wire transfers, and ACH transactions in accordance with Apex policy and within required processing windows • Identify transaction exceptions and escalate to management as appropriate; partner with cross-functional teams (AML, Legal, Risk, Client Services) to resolve exceptions within required timeframes, documenting all exception notes per established procedures • Follow Apex Banking SOPs and applicable regulatory requirements consistently across all transactions; seek guidance on non-standard situations and flag discrepancies or documentation gaps to senior team members • Identify and propose refinements to current operational workflows to improve efficiency and reduce risk; participate in implementation of approved process improvements under senior guidance • Perform self-review of own work prior to submission; assist with the daily completion of supervisory checklist items, ensuring all required tasks, approvals, and signoffs are documented accurately and on time • Respond to routine and ad hoc requests from clients and internal teams (Client Services, Compliance, Risk etc.) in a timely and professional manner; assess urgency, gather required information, and coordinate with appropriate teams to ensure accurate resolution within agreed service level agreements (SLAs), escalating complex matters as appropriate