Director of Operations - Home Care

Lead With Purpose. Scale With Excellence. Transform Lives. At Capital City Nurses , a proud member of the Care Advantage family, we believe home care is more than a service-it's a lifeline for families and a mission that demands leadership, compassion, and operational excellence . Everything we do is grounded in our ICARE Values : Integrity – We lead with honesty and do what's right, even when it's hard Compassion – We serve patients, families, and one another with empathy and heart Accountability – We own results and deliver on our commitments Respect – We value every voice-clients, caregivers, and colleagues Excellence – We continuously improve, innovate, and raise the standard of care We are seeking a strategic, high-impact Director of Operations to lead and optimize multi-site performance, elevate client experience, and drive sustainable growth across three critical markets . The Role: Strategic Operator + People Leader This is a high-visibility regional leadership role responsible for translating company vision into operational execution. You will act as: A trusted partner to senior leadership A coach and developer of branch teams A driver of operational performance and service excellence A champion of culture and ICARE values across markets Core Areas of Ownership Leadership, Talent & Culture You will build and lead a high-performing, mission-driven team . Responsibilities Oversee hiring strategy, workforce planning, and talent pipeline development Lead onboarding programs that drive early success and retention Coach, mentor, and develop branch leaders and support staff Foster a culture of ownership, urgency, and service excellence Ensure ICARE values are embedded into hiring, performance management, and daily operations Drive accountability through clear expectations and performance management Impact: Stronger teams = better care delivery + improved retention Operational Performance & KPIs You will own the performance engine across all branches. Key Metrics Include: Client retention & satisfaction Net Promoter Score (NPS) Caregiver retention & turnover Hours growth & service utilization Time-to-fill for open caregiver roles Revenue vs. budget performance Responsibilities Build and monitor market-specific performance dashboards Identify trends, diagnose issues, and implement corrective action plans Partner with branch managers to improve underperforming locations Drive a data-first decision-making culture Impact: Predictable, scalable, and high-performing operations Client Experience & Service Excellence In home care, experience is everything . Responsibilities Ensure delivery of consistent, high-quality care across all markets Personally engage with high-value (Tier A & B) clients to strengthen relationships Oversee quality assurance processes and proactive client outreach Analyze client feedback and implement continuous improvements Address escalations with urgency, empathy, and resolution ownership Impact: Higher retention, stronger referrals, and brand loyalty Process Optimization & Operational Efficiency You will lead efforts to simplify, standardize, and scale operations . Responsibilities Evaluate workflows across branches and implement best practices Identify inefficiencies and remove operational bottlenecks Improve coordination between scheduling, recruiting, and care delivery teams Ensure audit readiness, compliance adherence, and documentation excellence Partner with RVP of Operations to define and roll out quality standards Impact: Faster execution, fewer errors, better outcomes Financial Leadership & Growth Enablement You will play a key role in ensuring financial health and growth . Responsibilities Support budget planning and forecasting for each market Monitor branch financial performance and drive accountability Align staffing, recruiting, and operations to meet growth targets Identify opportunities to expand services and improve margins Impact: Sustainable growth aligned with operational capacity Cross-Functional & Regional Alignment This is a highly collaborative role . You'll Partner With Clinical leadership Recruiting teams HR and compliance Scheduling and care coordination teams Executive leadership Responsibilities Lead regular cross-functional meetings to ensure alignment Break down silos between offices, departments, and markets Ensure consistent communication and execution across regions Impact: Unified, aligned, and efficient regional operations What You Bring Experience Bachelor's degree in Healthcare Administration or related field (or equivalent experience) 5+ years of leadership in home care, healthcare operations, or multi-site service environments Experience managing multiple locations or markets Strong understanding of: Home care delivery models Workforce management Client service operations Leadership Strengths Proven ability to lead through influence, not just authority Strong decision-making in fast-paced, ambiguous environments Experience building and scaling high-performing teams Data-driven mindset with strong analytical capabilities Exceptional communication and stakeholder management skills Personal Attributes High accountability and ownership mindset Strong emotional intelligence and client-first approach Adaptability and resilience in a dynamic environment Passion for improving lives through service Why This Role Matters This role is at the center of everything: Client care quality Employee experience Operational performance Business growth Your leadership will directly impact both lives and results . What We Offer Competitive salary and performance incentives Career growth within a rapidly expanding organization Leadership visibility and strategic influence A mission-driven culture rooted in ICARE values The opportunity to shape the future of home care delivery Final Thought Build teams, drive results, lead people. Apply Today This is your opportunity to make a meaningful, measurable impact. Apply today and lead with ICARE. Location: 20001, 20002, 20003, 20004, 20005, 20006, 20007, 20008, 20009, 20010, 20011, 20012, 20015, 20016, 20017, 20018, 20019, 20020, 20024, 20032, 20170, 20171, 20190, 20191, 20740, 20742, 20770, 20783, 20784, 20814, 20815, 20816, 20817, 20832, 20833, 20850, 20851, 20852, 20853, 20854, 20855, 20877, 20878, 20879, 20901, 20902, 20903, 20904, 20905, 20906, 22030, 22031, 22032, 22101, 22102, 22150, 22151, 22152, 22153, 22201, 22202, 22203, 22204, 22301, 22302, 22304, 22305, 22314 #J-18808-Ljbffr EmergencyMD