About Us
At Ronald McDonald House® British Columbia and Yukon, we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. Our Mission is to give sick children the healing power of being together with family.
As a champion of family-centered care, we enable access to children’s hospitals by providing families with sick children accommodation, meals, and wellness programs that support their emotional and physical well-being.
Since opening our first 13-bedroom House in Vancouver in 1983, Ronald McDonald House BC & Yukon has continued to grow to meet the rising need for support. In 2014, we opened the Heather House, a 73-bedroom House on the grounds of BC Children’s Hospital, along with a Ronald McDonald House Family Room inside Surrey Memorial Hospital. In 2025, we expanded once again, opening new Family Rooms at Royal Inland Hospital in Kamloops, and the University Hospital of Northern BC in Prince George, bringing comfort, care, and a place to rest to families throughout the province.
With the demand for services increasing, we are planning for even greater impact through expansion with a second House. The new Willow House is intentionally designed for comfort, connection, and wellness, and will offer families more space, more support and more ways to stay together during the toughest times. We aim to double our capacity and impact across BC and Yukon over the next five years, ensuring even more families can stay close when it matters most.
Our team is the backbone of this mission; serving families, supporting volunteers and donors, and helping spread awareness every single day.
Why This Role Matters
As Ronald McDonald House & Yukon continues to expand its reach across the province, this role helps ensure that families receive a consistent, compassionate, and high-quality experience no matter which Family Room location they access.
The Senior Manager, Family Services – Provincial Operations provides operational leadership across our Family Room programs in Surrey, Kamloops, and Prince George, supporting teams to deliver family-centered care that is trauma-informed, culturally safe, equitable, and responsive to local community needs.
By strengthening day-to-day operations, supporting consistent practices, building team capability, and contributing to a scalable provincial service model, this role helps Ronald McDonald House BC & Yukon prepare for continued growth while staying grounded in our mission: giving sick children the healing power of being together with family.
Success in this role means families feel welcomed and supported, site teams feel connected and equipped, hospital partners experience strong collaboration, and Family Room operations are sustainable and aligned with other locations.
About the Role
The Senior Manager, Family Services – Provincial Operations provides senior operational leadership for Ronald McDonald House BC & Yukon’s Family Room programs across the province, currently located in Surrey, Kamloops, and Prince George.
This role supports the consistent delivery of high-quality, family-centered care across all Family Room locations while helping build a cohesive and scalable provincial operating model aligned with Ronald McDonald House BC & Yukon’s mission and growth priorities. The Senior Manager works closely with the Senior Director, Family Services to strengthen service delivery, support hospital partnerships, and promote data-informed decision-making across Family Room operations.
Based in Vancouver and reporting to the Senior Director, Family Services, this role leads a distributed, multi-site team and collaborates with internal and external partners to enhance family experience, standardize operations, and support future expansion readiness.
As the organization continues to grow, this role may expand in scope, contributing to stronger integration across Family Services and supporting the evolution of provincial service delivery.
Key Responsibilities:
Provincial Operations & Service Delivery
-
Provide senior operational leadership and coordination for all Family Room locations in Surrey, Kamloops, and Prince George, ensuring alignment with organizational priorities and service standards.
-
Establish and maintain a provincial operating model that supports consistency in service delivery, policies, and procedures while allowing for responsiveness to local community needs.
-
Ensure services are trauma-informed, culturally safe, equitable, and accessible.
-
Monitor service quality, utilization, and outcomes, implementing continuous improvement initiatives.
-
Support future expansion of Family Room programs and integration with other service delivery models.
Leadership & Team Development
-
Lead, coach, and develop a distributed, multi-site team, including site managers and Vancouver-based staff.
-
Build leadership capability at the site level to support strong local operations and alignment with provincial standards.
-
Foster a unified, mission-driven culture across geographically dispersed teams.
-
Oversee staff and volunteer engagement, performance management, training, and workforce planning within Family Room operations.
-
Model organizational values and ensure a high standard of professionalism in all interactions with families, partners, volunteers, and donors.
Systems, Data & Performance Management
-
Support the development, implementation, and continuous improvement of data systems and reporting frameworks across Family Services operations.
-
Establish consistent performance metrics and dashboards to track service delivery, family experience, and operational effectiveness.
-
Translate data into actionable insights to support operational decision-making and inform broader Family Services planning.
-
Ensure data integrity, privacy, and compliance with applicable health, privacy, and information governance standards.
Cross-Functional Collaboration & Stakeholder Engagement
-
Build and maintain strong relationships with hospital partners, supporting effective collaboration and alignment on service delivery.
-
Partner with internal stakeholders, including Development, Communications, Programs, Volunteer Services, and House Operations, to support community engagement, awareness, and integrated service delivery.
-
Act as a liaison between Family Room operations and the Vancouver House to support alignment and integration of services over time.
-
Represent Family Room operations with professionalism and credibility in interactions with hospital partners and community stakeholders.
Financial & Operational Stewardship
-
Develop, manage, and monitor operational budgets for Family Room locations.
-
Ensure cost-effective use of resources while maintaining high-quality service delivery.
-
Contribute to planning, reporting, and continuous improvement within the Family Services portfolio.
-
Provide regular updates and reports to the Senior Director, Family Services, including performance trends, risks, and opportunities.
Qualifications (Experience & Education)
-
Post-secondary degree in Public Health, Health Administration, Social Sciences, Business Administration, or a related field (or equivalent experience).
- 5–7+ years of progressive leadership experience, ideally in nonprofit, healthcare, hospitality, or social services environments.
- Demonstrated experience leading multi-location or distributed operations.
- Proven success in leading leaders, building high-performing teams, and managing change.
- Experience developing and implementing operational systems, data frameworks, and performance measurement approaches.
- Strong background in program delivery, service design, and continuous improvement.
- Experience managing budgets and operational planning.
- Familiarity with healthcare environments and working with institutional partners is an asset.
- Additional training in trauma-informed care, mental health first aid, San’yas Indigenous Cultural Safety, or related areas is considered an asset.
Core Competencies & Skills
All roles at RMH BC & Yukon are expected to demonstrate:
-
Mission & Values Alignment: Demonstrates commitment to the mission and values of RMH BC & Yukon in daily work and decision-making.
-
Professionalism & Representation: Represents the organization with a positive, respectful, and professional approach in all interactions.
-
Collaboration & Relationship Building: Works effectively and inclusively alongside staff, volunteers, donors, and families, contributing to a supportive team environment.
-
Communication: Communicates clearly and respectfully with a range of audiences, adapting style as needed.
-
Accountability & Reliability: Takes ownership of responsibilities, follows through on commitments, and contributes to team and organizational goals.
Job-Specific Competencies
-
Operational Leadership & Execution: Demonstrates the ability to translate organizational priorities into practical, consistent, and effective day-to-day operations across multiple locations. Balances structure with flexibility, ensuring standards are upheld while responding to the unique needs of each site and community.
-
Family-Centered Service Excellence: Leads with a deep commitment to compassionate, trauma-informed, culturally safe, and inclusive service delivery. Ensures decisions, processes, and team practices are grounded in the needs and experiences of families navigating medical journeys.
-
Multi-Site Team Leadership: Builds connection, alignment, and accountability across geographically dispersed teams. Coaches and supports site-level leaders and staff, fosters collaboration, and creates a strong sense of shared purpose across Family Room locations.
-
Partnership & Stakeholder Collaboration: Develops and maintains trusted relationships with hospital partners, internal teams, volunteers, and community stakeholders. Communicates with professionalism, follows through on commitments, and helps align operational needs with partner expectations.
-
Data-Informed Decision-Making & Continuous Improvement: Uses service data, feedback, and operational insights to identify trends, improve processes, and support thoughtful decision-making. Demonstrates curiosity, sound judgment, and a continuous improvement mindset.
-
Change Readiness & Growth Mindset: Navigates change with flexibility, resilience, and a solutions-focused approach. Supports teams through evolving priorities, growth, and operational changes while maintaining service quality and team engagement.
Role Expectations
-
This role operates in a family-centered environment that applies trauma-informed care principles when supporting individuals navigating medical experiences.
-
This is a full-time position based in Vancouver, with regular work connected to Family Room operations across the province.
-
Travel is required to support Family Room locations across British Columbia, including Vancouver, Surrey, Kamloops, and Prince George. Travel frequency may vary based on operational needs, team support, partner engagement, and program priorities.
-
A valid Class 5 driver’s license and access to a reliable vehicle are required for this position.
Screening Requirement:
As part of our commitment to providing a safe and supportive environment for the families we serve, successful candidates must complete a Police Information Check with Vulnerable Sector Check as a condition of employment.
What We Offer
We offer a supportive and purpose-driven work environment, including:
-
The opportunity to make a meaningful difference for families from across BC and the Yukon.
-
Competitive salary and benefits package, including extended health coverage, RRSP matching, generous PTO including vacation, personal days, wellness days, summer fundays and your birthday off.
-
A flexible work environment, including a hybrid remote structure.
-
A collaborative and supportive team culture committed to impact and innovation.
Compensation
The salary range for this position is $75,000-85,000 annually.
Candidates who meet the core requirements of the role can typically expect an offer near the midpoint of the range. Final placement within the range is determined based on experience, skills, and internal equity.
Equity, Diversity and Inclusion
Ronald McDonald House BC & Yukon is committed to fostering an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences and encourage those who may require accommodations to reach out at any stage of the recruitment process.
Disclaimer
This job description is intended to outline the general nature and key responsibilities of the role. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Duties may evolve over time to meet the needs of the organization.
Ronald McDonald House BC & Yukon reserves the right to modify or assign other responsibilities as required.
