Chief Operating Officer (COO)

Gateway Center – Atlanta, GA

Position Summary

Gateway Center is seeking an experienced, strategic, and mission-driven Chief Operating Officer (COO) to lead and optimize all programmatic operations across the organization. Reporting directly to the Chief Executive Officer, the COO is responsible for overseeing the delivery, integration, and performance of services that support individuals experiencing homelessness while advancing Gateway Center’s mission that housing is health.

As a key member of the Executive Leadership Team, the COO will drive organizational excellence through strategic leadership, operational oversight, data-informed decision-making, and a strong commitment to Continuous Quality Improvement (CQI). This position plays a critical role in ensuring high-quality, trauma-informed, person-centered services that promote housing stability and positive outcomes for the individuals and communities we serve.

Please note: This role oversees all programmatic operations and organizational functions excluding Human Resources, Information Technology, and Facilities Management.

Key Responsibilities

• Operational & Programmatic Leadership
• Provide executive oversight of all program operations, including:
• Emergency Shelter
• Low-Barrier Shelter
• Residential Programs
• Coordinated Entry
• Diversion and Prevention Services
• Outreach Programs
• Food Operations
• Engagement Center Services
• Ensure seamless service delivery across the continuum of care, from initial access and stabilization through housing placement and post-exit support.
• Lead implementation of evidence-based practices, including Housing First, Trauma-Informed Care, Motivational Interviewing, and Critical Time Intervention (CTI).
• Oversee 24/7 operations to ensure safety, consistency, and high-quality guest experiences.

Strategic Leadership & System Alignment

• Translate organizational strategy into operational priorities, measurable goals, and performance benchmarks.
• Collaborate with the CEO and Executive Leadership Team to advance system-wide initiatives within the Continuum of Care.
• Identify opportunities to improve service delivery, streamline operations, and reduce barriers to housing placement.
• Support organizational growth and innovation through strategic planning and execution.

Continuous Quality Improvement (CQI)

• Design, implement, and lead a comprehensive CQI framework across all programs and operational units.
• Establish and monitor Key Performance Indicators (KPIs) aligned with organizational goals, funder requirements, and industry best practices.
• Utilize data systems, including HMIS and internal reporting tools, to monitor performance and drive operational improvements.
• Lead structured quality improvement processes, including:
• Plan-Do-Study-Act (PDSA) Cycles
• Root Cause Analysis
• Performance Audits
• Incorporate guest feedback, staff input, and community partner perspectives into service improvements.
• Promote a culture of accountability, innovation, and continuous learning throughout the organization.

Leadership & Team Development

• Directly supervise senior program leadership staff.
• Build and maintain a high-performing, mission-driven culture rooted in dignity, equity, and service excellence.
• Lead workforce planning, succession planning, and leadership development initiatives.
• Ensure staff are trained in trauma-informed care, de-escalation techniques, CQI methodologies, and organizational best practices.

Data & Performance Management

• Monitor program outcomes including:
• Housing Placements
• Length of Stay
• Returns to Homelessness
• Service Utilization
• Occupancy Rates
• Ensure data quality, integrity, and compliance with reporting requirements.
• Translate operational data into actionable strategies that improve outcomes and organizational effectiveness.

Financial Stewardship

• Partner with Finance and Development teams to develop and manage program budgets.
• Ensure effective utilization of resources while maintaining fiscal responsibility.
• Support grant development, implementation, and reporting efforts.
• Identify operational efficiencies and cost-saving opportunities through data and CQI findings.

Compliance & Risk Management

• Ensure compliance with all federal, state, local, HUD, CARF, and funding requirements.
• Oversee risk management initiatives, safety protocols, and incident review processes.
• Support the maintenance of safe, welcoming, and trauma-informed environments for guests and staff.

Community Engagement & System Leadership

• Represent Gateway Center with community partners, government agencies, healthcare systems, funders, and service providers.
• Strengthen partnerships that improve coordination of services and housing outcomes.
• Support advocacy efforts and system-level improvements that advance solutions to make homelessness rare, brief, and non-recurring.

Required Qualifications

Education

• Bachelor's degree in Social Work, Public Administration, Nonprofit Management, Human Services, or a related field required.
• Master's degree preferred.

Experience

• Minimum of 10 years of progressive leadership experience in homeless services, housing, behavioral health, nonprofit management, or human services.
• At least 5 years of senior or executive-level operational leadership experience.
• Demonstrated experience implementing Continuous Quality Improvement (CQI) initiatives and performance management systems.
• Experience managing complex, multi-site, or 24/7 operations.

Knowledge, Skills & Abilities

• Extensive knowledge of homeless response systems, Coordinated Entry, and Housing First practices.
• Strong understanding of trauma-informed service delivery and person-centered care.
• Expertise in CQI methodologies, performance measurement, and operational excellence.
• Proven ability to lead organizational change and manage complex service environments.
• Strong financial management and budget oversight skills.
• Exceptional communication, leadership, and relationship-building abilities.
• Ability to analyze data, identify trends, and implement strategic improvements.
• Commitment to equity, dignity, accountability, and service excellence.

Preferred Qualifications

• Experience working within HUD-funded programs and Continuum of Care systems.
• CARF accreditation experience.
• Experience leading large-scale organizational initiatives and change management efforts.
• Grant-funded program management experience

Key Performance Indicators (KPIs)

Success in this role may be measured by:

• Increased housing placement rates.
• Reduced average length of stay in program beds.
• Improved diversion and coordinated entry outcomes.
• High program occupancy and utilization rates.
• Documented CQI improvements and performance outcomes.
• Strong staff retention and engagement metrics.
• Compliance with regulatory and funding requirements.
• Reduced critical incidents and enhanced safety outcomes.

Physical Requirements

• Regularly required to sit, stand, walk, use hands and fingers, reach, speak, and hear.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Must be able to occasionally lift and/or move up to 30 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Work Environment

• Work is performed in a dynamic human services environment.
• Regular exposure to airborne pathogens may occur.
• Noise level is typically moderate.

Equal Employment Opportunity

Gateway Center is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, national origin, ancestry, age, citizenship, sex, marital status, veteran status, disability, sexual orientation, gender identity, or any other protected status under applicable law.

Gateway Center is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state and federal laws.

Work schedule

• 8 hour shift

Benefits

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) matching
• Paid training
• Mileage reimbursement