Director of Operation & Client Services

Job Description

Job Description

Director of Operations & Client SuccessMiddle Tennessee | Full-Time | Leadership Role | Healthcare OperationsMatriarch Home Care Concierge is seeking an experienced operational leader to help build one of Middle Tennessee's premier concierge care organizations.We're looking for someone who enjoys building structure, leading people, creating exceptional client experiences, and developing scalable processes while also serving as an ambassador for our brand within the community.Initially, approximately 60–70% of this role will focus on operations, leadership, and service delivery, while 30–40% will be dedicated to business development, referral relationships, and community outreach. As the organization continues to grow, this position will transition into a predominantly operational leadership role, with future business development efforts supported by a dedicated growth representative.What You'll DoOperations & LeadershipProvide day-to-day operational oversight for Matriarch's concierge care services.Lead, mentor, and support office staff and field team members while fostering a culture of accountability, excellence, and compassion.Develop and improve operational workflows, policies, and systems that create consistency and support growth.Monitor quality metrics, client satisfaction, staffing performance, and service excellence.Partner with leadership to identify opportunities for process improvement and strategic growth.Assist with recruiting, onboarding, training, and developing team members.Ensure clients receive the high-touch concierge experience Matriarch is known for.Client ExperienceMeet with prospective clients and families to understand their needs.Conduct consultations and guide families through care options with confidence and compassion.Serve as a trusted resource during challenging transitions.Collaborate with the clinical and operations teams to ensure a seamless experience from initial inquiry through ongoing care.Community Partnerships & GrowthBuild and maintain relationships with hospitals, physicians, senior living communities, attorneys, financial planners, and other referral partners.Represent Matriarch at networking events, community organizations, and industry meetings.Strengthen strategic partnerships that support long-term growth.Follow up with referral sources and prospective clients while maintaining exceptional responsiveness.Support marketing initiatives and community visibility while maintaining an operations-first focus.Who You AreProven operational leader who enjoys building teams and improving systems.Organized, proactive, and solution-oriented with exceptional follow-through.Strong communicator who naturally builds trust with clients, employees, and referral partners.Passionate about delivering an elevated client experience.Comfortable balancing operational leadership with community engagement.Thrives in a fast-paced, entrepreneurial environment where new ideas and continuous improvement are encouraged.Preferred ExperienceLeadership experience in home care, home health, hospice, senior living, healthcare operations, or concierge healthcare.Experience managing staff, daily operations, scheduling, quality initiatives, or service delivery.Business development or community relationship experience preferred.Private-pay healthcare experience is highly desirable.Experience helping launch or grow a service-based healthcare organization is a plus.Why Join MatriarchThis is an opportunity to play a key leadership role in building something truly special. You'll work alongside an experienced executive team, help shape the future of a growing organization, develop high-performing teams, and create exceptional experiences for the clients and families we serve. As Matriarch expands, you'll have the opportunity to grow into a senior operational leadership position with significant influence over the direction of the company.