Job Description

Start a fulfilling career that makes a difference in the lives of people with disabilities and their families. We have a variety of full and part-time jobs available and are looking for candidates who are eager to learn. Our employees receive a range of benefits including health insurance, company-paid life insurance, 401K, generous paid time-off and continuing education support!

Summary:

The Director of Business Services and Growth is a leadership position responsible for the strategic development, growth, diversification, and operational excellence of Arc GLOW's business enterprises. The Director provides vision, leadership, and oversight for assigned business lines, including janitorial services, industrial and contract manufacturing, vending operations, lawn care services, Meals on Wheels support services, and other revenue-generating enterprises.

The Director develops and executes long-range strategies that strengthen financial sustainability, expand community and employer partnerships, increase revenue and market share, and create meaningful, integrated, and person-centered employment opportunities for people supported by the agency. This leader balances mission impact and business performance while fostering innovation, operational excellence, customer satisfaction, and workforce development.

As a member of the leadership team, the Director contributes to organizational planning and advances initiatives that align with the agency's mission, vision, values, and strategic goals.

Essential Functions

• Strategic Leadership, Innovation, and Growth (25%)
• Develops and implements a multi-year strategic plan for Business Services that supports agency priorities, financial sustainability, and employment outcomes for people supported.
• Identifies emerging market opportunities, industry trends, competitive threats, workforce developments, and growth opportunities that influence business strategy.
• Evaluates, recommends, and leads the development of new business ventures, social enterprises, service lines, partnerships, and revenue-generating opportunities.
• Establishes long-range business goals, revenue targets, growth strategies, and key performance indicators.
• Conducts feasibility analyses for new business opportunities, including operational requirements, capital investments, workforce implications, risks, and expected return on investment.
• Cultivates strategic relationships with businesses, employers, industry leaders, government agencies, economic development organizations, and community partners.
• Recommends strategic investments that strengthen competitiveness, operational effectiveness, and long-term sustainability.
• Participates in agency strategic planning, leadership initiatives, quality improvement efforts, and organizational development activities.
• Business Operations and Financial Performance (30%)
• Provides oversight of assigned Business Services to ensure safe, efficient, high-quality, and financially sustainable operations.
• Develops annual operating plans, budgets, staffing plans, capital needs assessments, and business performance objectives aligned with strategic priorities.
• Monitors and evaluates financial, operational, quality, workforce, and customer performance metrics and implements strategies to improve results.
• Ensures effective systems for pricing, costing, purchasing, inventory management, production planning, contract administration, vehicle management, billing coordination, and quality control.
• Utilizes data and performance analytics to guide operational decisions, allocate resources, manage risk, and drive continuous improvement.
• Evaluates business performance and profitability across service lines and recommends adjustments to improve financial outcomes and mission impact.
• Leads initiatives that improve productivity, quality, efficiency, customer satisfaction, safety, workforce engagement, and organizational effectiveness.
• Ensures adequate leadership coverage and operational continuity across assigned business areas.
• Provides on-call leadership support as needed.
• Business Development, Sales and Strategic Partnerships (20%)
• Develops and executes comprehensive business development, marketing, and customer engagement strategies that support organizational growth.
• Identifies, pursues, and secures new business opportunities that align with the agency's mission and strategic objectives.
• Builds and maintains a diversified portfolio of customers and contracts to support long-term stability and reduce reliance on individual revenue sources.
• Leads customer prospecting, relationship development, discovery meetings, presentations, proposals, pricing strategies, negotiations, contract acquisition, and account expansion efforts.
• Establishes strategic growth targets and maintains an active sales pipeline with accurate forecasting and performance tracking.
• Collaborates with internal stakeholders to assess operational capacity, financial feasibility, workforce implications, and service delivery requirements prior to entering new business opportunities.
• Represents the agency within the business community and promotes Arc GLOW's reputation as an employer, community partner, and service provider.
• Identifies opportunities to expand integrated employment opportunities through business growth and employer engagement.
• Customer Experience and Enterprise Relationship Management (10%)
• Develops and maintains strong, long-term relationships with customers, employers, vendors, contractors, and strategic partners.
• Ensures customer needs are understood, communicated, and successfully integrated into business operations.
• Oversees successful implementation and ongoing management of contracts and customer agreements.
• Monitors customer satisfaction, service quality, contract performance, and account profitability.
• Addresses service concerns, operational challenges, and customer issues proactively and strategically.
• Identifies opportunities for customer retention, contract renewal, account expansion, and enhanced service delivery.
• Leadership, Talent Development, Compliance, and Mission Integration (15%)
• Provides leadership, direction, coaching, and development to assigned managers, supervisors, sales personnel, and other team members.
• Builds a culture of accountability, innovation, collaboration, customer focus, and continuous improvement.
• Develops leadership capacity throughout the department through succession planning, mentoring, workforce development, and performance management.
• Ensures effective communication and collaboration across Business Services, Employment Services, Finance, Human Resources, Quality Assurance, and Executive Leadership.
• Establishes performance expectations and accountability systems that support organizational goals and business outcomes.
• Ensures compliance with regulatory requirements, customer obligations, contract specifications, labor laws, safety standards, Medicaid requirements when applicable, agency policies, and quality assurance expectations.
• Maintains systems and documentation necessary for regulatory reviews, audits, customer evaluations, business analysis, and organizational decision-making.
• Ensures business operations support inclusive, meaningful, and person-centered employment opportunities for people supported by the agency.
• Models behaviors consistent with the Agency Code of Conduct, mission, vision, values, and Arc brand standards.
• Other related duties as assigned

Success Measures

Success in this position is demonstrated through:

• Achievement of annual and multi-year revenue growth targets.
• Diversification of business lines, customer base, and revenue streams.
• Sustainable profitability and financial performance.
• Increased competitive and integrated employment opportunities for people supported.
• Strong customer retention, satisfaction, and contract performance.
• Development of strategic partnerships and community relationships.
• Improved operational efficiency, productivity, quality, and safety outcomes.
• Effective leadership development, staff engagement, and succession planning.
• Alignment of business operations with agency mission, vision, values, and strategic goals.

Reporting Responsibilities:

• Reports to: Vice President of Day and Employment Services

Supervisory Responsibilities:

• Business Services managers and supervisors
• Production managers and supervisors
• Finders Keepers Team Leader

Knowledge, Skills and Abilities:

• Demonstrated ability to develop and execute strategic business growth initiatives.
• Strong understanding of business planning, financial analysis, budgeting, forecasting, pricing strategies, and performance management.
• Proven success leading revenue-generating operations and developing new business opportunities.
• Ability to evaluate market opportunities, investment decisions, business risks, and organizational capacity.
• Knowledge of service operations, manufacturing environments, workforce development, production systems, quality control, and continuous improvement principles.
• Ability to interpret financial, operational, and market data and apply insights to strategic decision-making.
• Strong leadership, communication, relationship-building, negotiation, facilitation, and presentation skills.
• Ability to build strategic partnerships and represent the organization effectively in community, industry, and business settings.
• Knowledge of productivity analysis, labor requirements, quality systems, risk management, regulatory compliance, and workplace safety.
• Commitment to person-centered practices, competitive integrated employment, and inclusive workforce opportunities.
• Ability to balance mission advancement with financial stewardship and operational performance.
• Advanced proficiency with Microsoft Office applications, particularly Excel for financial modeling and analysis, PowerPoint for executive presentations, and business management systems including CRM, ERP, production, quality, and reporting platforms.

Physical Requirements

• Frequently works in office, service, retail, and manufacturing environments and travels between agency locations and customer sites.
• Regularly sits, stands, walks, uses a computer, telephone, and standard office equipment, and communicates verbally and in writing.
• Must be able to access production and service areas and participate in customer visits, operational reviews, and agency meetings.
• Occasionally lifts, carries, pushes, or pulls up to 10 pounds.
• Requires visual acuity to review contracts, financial information, production data, reports, and computer screens.
• Ability to drive a vehicle.

Working Conditions:

• Work is performed in office, manufacturing, service, retail, and customer-site environments and may occasionally involve cold, dirty, noisy, or otherwise variable conditions.
• Regular travel to agency facilities, customer sites, and community meetings is required.
• The position may require schedule flexibility and on-call availability based on operational or customer needs.

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations Management, Marketing, Manufacturing, Finance, Entrepreneurship, or a related field.
• Minimum of five years of progressively responsible leadership experience in business operations, manufacturing, sales, business development, contract services, workforce development, or related fields.
• Demonstrated experience with strategic planning, financial management, staff leadership, and business growth.
• Equivalent combinations of education and experience may be considered.
• Valid New York State Driver's License with an acceptable driving record in accordance with agency requirements.

Preferred Qualifications

• Master's degree in Business Administration (MBA) or related field.
• Experience leading social enterprise, mission-driven business operations, nonprofit business ventures, or workforce development programs.
• Experience developing new business lines, strategic partnerships, and revenue diversification initiatives.
• Knowledge of employment services, competitive integrated employment, and workforce opportunities for individuals with intellectual and developmental disabilities.
• Experience preparing business cases, conducting feasibility studies, and evaluating return-on-investment opportunities.