Director of Mission Delivery- IEDMDFT

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 (Mar Com) 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.

Duties include but are not limited to the following:

• 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.

• 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.

• 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 integrate them 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.

• 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 Mar Com 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,…