Planned Parenthood League of Massachusetts (PPLM) has a simple mission: Care. No Matter What. PPLM has been a leader in promoting sexual health for more than 90 years and we strongly believe that all people deserve care no matter who they are, where they live, or who they love. As the state’s leading provider of sexual and reproductive health services, we educate families and empower youth to make responsible choices. We do all this because we care passionately about helping people lead healthier lives.

With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions.

As second-in-command to the CEO, the Chief Operating Officer (COO) is a key executive responsible for integrating and leading all major operational functions across the organization. This role extends beyond health center operations to include oversight of IT and EMR systems, revenue cycle management (in collaboration with Finance), facilities, security, compliance, and administrative functions.

The COO will ensure operational efficiency, regulatory compliance, strategic growth, and cross-departmental collaboration, ensuring all functional areas work seamlessly to support PPLM’s mission and long-term sustainability. The COO will work closely with leaders in External Affairs, Development, and other key departments to ensure alignment across the organization and support operational needs for advocacy, fundraising, and external partnerships.

This position requires a visionary leader with broad executive experience in healthcare operations, regulatory compliance, business administration, technology, facilities management, and process improvement (Lean/Six Sigma)—not just clinical service delivery.

Responsibilities:
Executive Leadership & Organizational Strategy

Serve as the CEO’s second-in-command, acting as a strategic thought partner and operational leader
Translate PPLM’s strategic goals into operational execution, ensuring efficiency, scalability, and long-term sustainability
Provide executive oversight of clinical operations, IT, administration, revenue cycle (in partnership with Finance), facilities, and security
Foster cross-functional collaboration across health services, external affairs, development, finance, and advocacy efforts to ensure seamless integration and alignment with organizational priorities
Lead organizational change management efforts, ensuring a culture of continuous improvement, accountability, and innovation
Apply Lean, Six Sigma, and other process improvement methodologies to streamline operations, reduce inefficiencies, and improve service delivery
Develop and oversee Standard Operating Procedures (SOPs) for all key operational areas, ensuring consistency, compliance, and best practices
Represent PPLM externally, as needed, in strategic partnerships, regulatory discussions, and industry collaborations

Operations, IT, & Infrastructure Management

Oversee IT, EMR systems, and digital infrastructure, ensuring that technology effectively supports patient care, security, and operational needs
Partner with Finance to oversee revenue cycle operations, ensuring financial health and sustainable reimbursement models
Direct facilities management, ensuring that all locations are operationally efficient, safe, compliant, and optimized for patient and staff needs
Strengthen security measures to protect staff, patients, and facilities, ensuring crisis preparedness and risk mitigation
Ensure that all operational functions align with PPLM’s external affairs and advocacy efforts, providing operational support for key initiatives
Lead business continuity and disaster recovery planning across all operational units

Health Center & Patient Experience Optimization

Ensure that health center operations are patient-centered, cost-effective, and aligned with PPLM’s strategic priorities
Collaborate with the Chief Medical Officer (CMO) to ensure that clinical operations align with accreditation standards, regulatory compliance, and best practices
Develop operational efficiencies that improve patient access, experience, and health outcomes
Apply Lean and Six Sigma methodologies to optimize patient flow, appointment scheduling, and service delivery
Drive the expansion of virtual health services and innovative care delivery models to enhance patient engagement

Regulatory Compliance, Risk, & Quality Management

Work with the HIPAA Security Officer, and General Counsel ensuring the integrity, security, and compliance of patient and operational data
Ensure full compliance with all federal, state, and local laws and regulations, as well as Planned Parenthood Federation of America (PPFA) standards
Oversee organizational-wide compliance, quality, and accreditation programs, ensuring adherence to all licensing, safety, and regulatory requirements
Maintain and strengthen relationships with regulatory agencies, ensuring PPLM meets or exceeds compliance standards
Implement and monitor data-driven decision-making practices to drive continuous improvement across all operational areas
Develop and enforce Standard Operating Procedures (SOPs) for compliance, patient safety, and operational efficiency

Intradepartmental Collaboration & Organizational Alignment

Partner with External Affairs, Development, and Advocacy teams to ensure that operations align with public policy, fundraising, and community engagement efforts
Work closely with Development leadership to support operational needs related to donor engagement, grant management, and program expansion
Collaborate with Marketing and Communications to ensure seamless integration of patient services messaging, digital engagement, and brand alignment
Ensure alignment between operational teams and advocacy efforts, supporting initiatives that protect and expand access to reproductive health care
Strengthen cross-functional teamwork and consistency across departments, fostering a culture of transparency and shared goals

People, Culture, & Leadership Development

Build, mentor, and develop a high-performing operations leadership team across IT, Facilities, Security, Administration, and Health Center Operations
Drive leadership development, succession planning, and talent optimization strategies to ensure operational sustainability
Foster a culture of teamwork, accountability, and innovation, ensuring alignment between operations and organizational strategy
Partner with HR and executive leadership to enhance workforce planning, staff engagement, and organizational culture initiatives

Qualifications:

10+ years of executive leadership experience in multi-site healthcare operations, administration, or related fields
Broad business and operational expertise beyond clinical services, including IT, revenue cycle, finance, facilities, security, compliance, and process improvement
MBA required; experience in healthcare administration, operations, or business management preferred
Lean, Six Sigma, or process improvement certification preferred (e.g., Green Belt, Black Belt)
Experience as a second-in-command or senior leader reporting to a CEO, with a track record of cross-functional leadership
Strong strategic and business acumen, with the ability to drive efficiency, innovation, and financial sustainability
Proven ability to optimize revenue cycle operations in collaboration with Finance
Expertise in compliance, risk management, and regulatory requirements in healthcare
Demonstrated experience with technology, data security, and enterprise IT systems (EPIC experience preferred)
Excellent leadership, communication, and problem-solving skills, with the ability to build and lead high-performing teams
Strong understanding of organizational change management, process improvement, and scaling operations

What We Offer

Health, Dental & Vision Insurance
Generous paid time off including vacation time, provisions for extended sick time and 11 paid holidays
403(b) Retirement Plan with 3% company match
Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance
Employee Assistance Program
Flexible Spending Account for medical expenses and/or dependent care expenses
Paid Parental Leave
Employee Discounts

Roles that are denoted as Hybrid require 1 day per week in the office unless the role is denoted as onsite, which requires working onsite full time or 5 days per week.

Planned Parenthood League of Massachusetts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

Planned Parenthood League of Massachusetts

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