Assistant Vice President Quality Improvement and Performance Management

The Assistant Vice President (AVP), Quality Improvement & Performance Management is the operational leader who runs Heartshare's enterprise quality improvement and performance measurement engine. Reporting to the SVP of Data & Innovation, the AVP translates ODI's strategy into day-to-day execution — coordinating performance reviews, driving QI methodology, overseeing outcome measurement, and ensuring programs have the tools and coaching to act on data.

This is a hands-on, technically fluent role. The AVP is expected to work directly in Power BI, Microsoft Fabric/Copilot, and Power Automate — building and refining dashboards, scorecards, and automations — while also leading people, facilitating meetings, and coaching program leaders toward a stronger data culture.

Within the ODI operating model, this function answers one core question for the organization: “Are we getting better, and how do we know?”

Essential Functions and Primary Responsibilities of Position:

• Implement and maintain the agency's performance management framework, including the manager/program scorecard cadence.
• Coordinate and facilitate enterprise performance review meetings with program and operational leaders.
• Ensure performance measures, scorecards, and reporting expectations are applied consistently across service lines (DD residential, day, education, clinical, HSVS).
• Monitor performance trends and flag areas requiring follow-up, intervention, or improvement planning.
• Track progress against strategic plan metrics and established performance targets, ensuring every metric is grounded in a named, existing data source.

Quality Improvement Leadership

• Own agency-wide QI methodology (e.g., PDSA, root cause analysis) and its consistent application across programs.
• Lead cross-functional improvement projects from problem definition through measurable, sustained results.
• Support departments directly with root cause analysis and improvement implementation — this is a hands-on facilitation role, not solely oversight.
• Evaluate the effectiveness of improvement initiatives and course-correct when outcomes stall.

Program Outcome Tracking & Evaluation

• Oversee program outcome measurement, including standardized evaluation tools and methodologies.
• Coordinate outcome reviews with program and leadership teams; translate findings into QI planning.
• Identify trends and improvement opportunities from evaluation data, distinguishing genuine outcomes from output metrics.

Analytics, AI & Automation — Hands-On Execution

• Build, maintain, and troubleshoot Power BI dashboards and scorecards directly (Direct Lake mode against the Fabric lakehouse), partnering with the Data Engineer on source connections.
• Identify and prototype Power Automate workflows that reduce manual reporting and data collection burden for QI and program staff.
• Use Microsoft Copilot and other DAIGI-approved AI tools to accelerate report drafting, note synthesis, and analysis — modeling responsible AI use for the QI team.
• Surface automation and AI opportunities to the SVP/DAIGI for governance review; lead implementation once approved.
• Ensure every dashboard, scorecard, and automated report meets Heartshare's AI Acceptable Use Policy and PHI/PII handling standards.

Compliance & Organizational Improvement Partnership

• Collaborate with Compliance on audit findings, corrective action trends, incident reviews, and quality-related risks.
• Incorporate compliance findings into proactive QI planning, reinforcing the Compliance (reactive) / ODI (proactive) distinction.
• Identify systemic issues that require cross-functional intervention beyond a single program.

Organizational Learning & Capability Building

• Build organizational capacity in QI, performance measurement, and data/AI literacy.
• Develop training resources, job aids, and coaching staff and program leaders on scorecards, dashboards, and AI-assisted workflows.
• Facilitate cross-program sharing of successful improvement practices.

Leadership & Team Management

• Directly supervise, coach, and develop the Director of QI and QI analytics staff.
• Set departmental goals, priorities, and work plans; monitor team performance and completion of improvement initiatives.
• Foster collaboration across ODI's Governance, Foundation, and Process layers.

Executive Support to the SVP

• Prepare performance analyses, quality reports, and outcome summaries for SVP and executive-level use.
• Draft executive-level dashboards, scorecards, and briefing materials in partnership with Analytics, for SVP review before executive or Board distribution.
• Supply performance and evaluation data that informs strategic plan updates and metric finalization with executive owners.

Technical Competencies

• Power BI & Reporting
• Work with the Analytics and Informatics team to build Advanced Power BI dashboards.
• Experience with Microsoft Fabric, OneLake, and semantic models, or ability to ramp quickly within 90 days.

AI & Automation

• Working proficiency with Microsoft Copilot (Word, Excel, Teams) for drafting, summarizing, and analysis.
• Practical, working-level understanding of generative AI capabilities and limits — enough to scope a use case, not build a model.
• Experience with or aptitude for Power Automate: designing simple workflow automations (approvals, notifications, data collection) without IT dependency.
• Comfort operating within an AI governance framework — understands why PHI/PII cannot go into ungoverned AI tools and models that discipline for staff.

Microsoft 365 Environment

• Advanced Microsoft 365 proficiency: SharePoint, Lists, Planner, Teams, Excel.
• Comfortable owning a tracker or workflow end-to-end in SharePoint/Lists rather than defaulting to spreadsheets emailed around.
• Data Literacy
• Can read a data model well enough to sanity-check a metric, spot a data-quality issue, or challenge an inferred (rather than measured) outcome.
• Understands the difference between an output and an outcome and insists on the latter in scorecards and reports.

Qualifications

Education

• Master's degree in Data Science, Public Health, Social Work, Healthcare Administration, Public Administration, Human Services, Organizational Leadership, Data Analytics, Business Administration, or a related field.Preferred 
  Equivalent combination of Bachelor's degree and directly relevant experience will be considered. 

Experience

• Minimum 6–8 years of progressive experience in quality improvement, performance management, program evaluation, healthcare, or human services.
• Minimum 3–5 years of supervisory experience.
• Demonstrated, hands-on experience building Power BI dashboards or equivalent BI tooling — not solely directing others to build them.
• Experience facilitating performance reviews and structured improvement initiatives.
• Experience with, or strong demonstrated aptitude for, AI-assisted productivity tools and workflow automation.

Knowledge, Skills & Abilities

Quality Improvement & Organizational Performance

• Advanced knowledge of Continuous Quality Improvement methodologies and enterprise performance management.
• Strong understanding of program evaluation, outcome measurement, and the difference between compliance review and proactive QI.
• Ability to facilitate improvement initiatives and lead change management with program leaders who may be new to data-driven practice.

Leadership & Collaboration

• Strong facilitation, coaching, and relationship-building skills; ability to influence without direct authority.
• Excellent written and verbal communication, including translating technical findings for non-technical audiences.
• Strong project management skills; able to run multiple improvement initiatives and dashboard builds concurrently.

Human Services & Regulatory Context

• Working knowledge of the regulatory frameworks relevant to Heartshare's service lines (OPWDD/DQI, OCFS, ACS, OMH, COA/Social Current).
• Understanding of HIPAA, FERPA, and PHI/PII handling requirements as they apply to reporting and AI use.

Physical Demands and Travel Requirements

• Constantly required to exchange accurate information.
• Constantly operates a computer and other office tools.
• Frequently required to stand.
• Occasionally moves about inside a building or residential setting.
• Must be able to lift or move up to 25 pounds.
• Occasionally travel to other agency sites.

Work Environment and Schedule

• Residential setting requiring adjustments or changes with scheduling, working with a team, and include regular contact with individuals receiving Heartshare services.
• Active work environment that may include standing, walking, community travel, and crisis response.
• School-based environment supporting students, families, and educational staff in a collaborative setting.
• Professional office environment with a balance of independent work and cross-functional collaboration.
• Dynamic human services environment serving diverse populations with a strong focus on compassion, flexibility, and responsiveness.
• Trauma-informed and client-centered workplace requiring adaptability, professionalism, and teamwork.
• Community-based setting with frequent collaboration across multidisciplinary teams and external partners.

Benefits 

At HeartShare we offer a comprehensive benefit package based on full-time/part-time status. You can expect: 

• Rewarding Work in a team environment.
• Paid vacation, sick, personal days, and holidays.
• 403(B) retirement plans with employer contribution.
• Health, dental, vision and life insurance.
• Employee Assistance Program (EAP).
• Flexible spending account (Dependent Care, Medical, Parking, and Transit).
• Employee Appreciation Programs and Events.
• Tuition Assistance Program.
• Professional Development opportunities.
• Wellhub Discount
• Verizon Wireless Discount.
• BJs Membership discount.
• Discounts on Broadway tickets, movie tickets, theme parks, sporting events, gift certificates & more

HeartShare is an Equal Opportunity Employer (EOE). If you need to request accommodation during the recruiting process, please reach out to Leaves@heartshare.org.  

About Heartshare

Who WE ARE:

For over 150 years, Heartshare has been dedicated to championing and empowering New Yorkers society has too often overlooked and underestimated.

To learn more about HeartShare, please visit our website at www.heartshare.org or Follow us on Twitter LinkedIn YouTube Instagram Facebook

HeartShare Human Services of New York | Homepage

HeartShare Human Services of New York nurtures and empowers children and adults with intellectual and developmental disabilities.