Director of Mission Delivery- IEDMDFT, Inland Empire

Position Summary
Reporting directly to the Inland Empire Ronald McDonald House (IERMH) Executive Director, this role serves as a strategic partner and operational leader, providing oversight across family and guest services, program delivery, House operations, hospital and community partnerships, onsite volunteer experience, and all Marketing & Communications (MarCom) functions. The Director of Mission Delivery ensures the alignment of day-to-day operations with mission priorities to deliver brand-aligned best-in-class service and hospitality, family-centered care, and safety standards.

Directly supervises Guest Services Associates/Coordinators, Operations Coordinator, Housekeeping and Facilities staff (as applicable), and Marketing Specialist and/or Marketing Intern. Collaborates closely with—but does not supervise—the Family Support Services Supervisor and staff, Volunteer Engagement leadership, and Development teams.

Responsibilities

Essential Duties and Responsibilities
Duties include but are not limited to the following:

Family Programs, Guest Services & Family-Centered Care

• Provide leadership over daily family services and program operations of IERMH.
• Ensure best-in-class hospitality and service across the facilities and operations teams.
• Oversee Guest Services operations that function 24 hours a day, 7 days a week, ensuring consistency, professionalism, and a welcoming environment for all families.
• Advance and operationalize a continuum-of-care model that supports families before arrival, during their stay, and after discharge.
• Collaborate closely with the Family Support Services (FSS) Supervisor to support complex family situations while maintaining clear professional, ethical, and clinical boundaries.
• Identify, analyze, and report on family service data to recognize trends, gaps, and opportunities for improvement.
• Respond to family-related incidents and emergencies, ensuring timely documentation, follow-up, and risk mitigation.

Hospital & Community Partnerships

• Build and maintain strong working relationships with hospital administration and care teams at partner referring medical facilities.
• Coordinate with hospital partners regarding referrals, length of stay, and evolving family needs.
• Represent the House in quarterly meetings with healthcare and community partners to strengthen trust and collaboration.
• Support the Executive Director in the development and facilitation of Medical Advisory & Programs (MAPS) Committee, as applicable.

Program Development

• Oversee the development and delivery of family-centered programming, including therapeutic, wellness, and enrichment activities in collaboration with Operations and Volunteer Program staff.
• Collaborate with Volunteer Program staff to ensure that Operations and Facilities staff are appropriately training and onboarding volunteers to ensure that they are integrated into family programs and House operations.
• In collaboration with the Community Engagement and Facilities coordinators, ensure food insecurity and meal programming goals are met, including consistent access to daily meals for families.
• Coordinate family participation in donor, community, and special events in partnership with Development staff.

Marketing & Communications (MarCom) Leadership

• Provide full strategic and operational oversight of all Marketing & Communications functions across digital, print, and internal platforms.
• Supervise and provide direction to a Marketing Specialist and/or Marketing Intern, ensuring timely, high-quality, and brand-compliant deliverables.
• Ensure all external and internal communications adhere to RMHC Global Brand Standards and Chapter guidelines.
• Lead content strategy for social media, newsletters, website updates, and mission storytelling.
• Partner with Development and Programs to execute MarCom campaigns in support of digital fundraising efforts, elevate family stories, mission moments, and campaign messaging.
• Support the Executive Director with speeches, presentations, correspondence, and executive-level communications.
• Lead internal communications—including monthly all-staff emails, memos, and HR communications from RMHCSC to individual programs—to strengthen staff alignment, transparency, and organizational culture.

Operations, Planning & Organizational Leadership

• Partner with the Executive Director to develop annual mission delivery plans, operational goals, and budgets.
• Lead monthly Housekeeping and Guest Service Associates meetings.
• Partner with other Director-level staff members in monthly Directors’ Meetings to ensure collaboration on cross-departmental needs and initiatives.
• Recommend, implement, and monitor administrative policies and procedures related to House operations and family services.
• Develop and implement Family Surveys to gauge guest experience and identify areas of opportunity for enhanced services.
• Ensure compliance with RMHC Global Standards, Chapter policies, and applicable state and local regulations.
• Provide leadership support during fundraising events, community activations, and onsite media engagements.
• Act as a steward of the RMHC brand, ensuring consistency, professionalism, and mission alignment across all initiatives.

Other duties and responsibilities as assigned.

To successfully perform this job, an individual must be able to meet each essential duty satisfactorily. The qualifications listed below represent the necessary knowledge, skills, and abilities. Reasonable accommodation can be provided to help individuals with disabilities carry out these essential functions.

Education, Work Experience, Knowledge, and Qualifications

• Bachelor’s degree required; degree in social work, nonprofit management, communications, or related field preferred.
• Minimum of 5–7 years of progressive leadership experience in nonprofit, healthcare, hospitality, or family-centered service environments.
• Demonstrated experience working with families in crisis and implementing family-centered service models.
• Strong operational leadership, staff supervision, and cross-functional collaboration skills.
• Excellent written and verbal communication skills, including executive-level messaging.
• Proficiency in Microsoft Office Suite and Canva; familiarity with digital marketing platforms preferred.
• Ability to work a flexible schedule, including evenings and weekends as required.

Reasoning Ability: Demonstrate the ability to function responsibly and independently, evidenced by excellent decision-making skills, sound judgment, and confidence in exercising authority appropriately. They possess strong problem-solving skills, enabling them to address practical challenges and navigate diverse situations effectively. Their adaptability and resourcefulness are key in finding effective solutions to complex issues.

Mathematical and Computer Skills: Ability to calculate figures and amounts including basic math, percentages, and discounts. Strong proficiency in Microsoft Office Suite and Microsoft Outlook. Strong knowledge of Excel; ability to calculate figures and amounts in a spreadsheet.

Supervisory Responsibilities: Responsible for developing, implementing, and maintaining performance metrics for Housekeeping and GSA staff to ensure consistency in delivering best-in-class hospitality and service to all guests. Supervise the Operations Coordinator to ensure effective guest intake, referrals, length-of-stay coordination, room assignments, and communication with hospital partners.

Certificates, Licenses, Registrations: A California Driver’s License and clean driving record is necessary for occasional offsite pick-ups of guest food or donations.

The physical demands and work environment outlined below represent what an employee may encounter while performing the essential functions of this job. Reasonable accommodation can be provided to assist individuals with disabilities in fulfilling these essential functions.

Physical Demands: This job requires regular standing, walking, reaching with hands and arms, climbing or balancing; stooping, kneeling; talking and hearing. Frequently required to be on foot. Frequent lifting and/or moving objects of up to 25 pounds is needed; for heavier items, use team lifting, ask for assistance, or use push/pull carts. Never lift or move anything beyond your capacity.

Work Environment: While performing the duties of this job, you must be willing to work independently. The noise level in the work environment is usually moderate.

At-Will Employment: You will be considered an "at-will" employee, meaning that either you or RMHCSC may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by any applicable notice provisions or RMHCSC's written policies.

Memorandum of Understanding (MOU): This position and title may be amended, modified or adjusted according to the needs of the business.

Equal Opportunity Employer

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