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.
