Operations Manager

Job Description

Job Description

Operations ManagerLeadership Development Role

The Operations Manager serves as the second-in-command to the Office Director and plays a critical leadership role in the daily operations, staffing, recruitment, and continued growth of the office. This position will have primary responsibility for recruiting, scheduling, staffing, caregiver engagement and retention, and service coordination while working closely with the Director on business development, performance management, and operational strategy.

The Operations Manager will serve as a key resource for employees, caregivers, clients, and families and will assume leadership responsibilities in the Director’s absence. This is a leadership development position designed for an individual who is ready to take on increasing responsibility and develop toward future Director-level leadership.

What Success Looks Like

Top performers in this role:

• Consistently maintain high client satisfaction and continuity of care

• Build strong, trusted relationships with clients, families, caregivers, and referral partners

• Proactively identify and resolve staffing and scheduling challenges before they escalate

• Maintain a strong pipeline of qualified caregiver candidates

• Improve caregiver engagement, accountability, and retention

• Ensure authorized client hours are staffed and proactively address open hours

• Hold team members accountable to established expectations and performance standards

• Communicate effectively with the Director and escalate concerns appropriately

• Contribute to office growth, operational efficiency, and overall profitability

• Become a trusted leader who can confidently support and lead the office in the Director’s absence

• Strengthen the agency’s reputation and presence within the Kingston community

Key ResponsibilitiesLeadership & Office Operations

• Serve as the Director’s primary operational support and second-in-command

• Assist with the daily management and overall performance of the office

• Assume designated leadership responsibilities in the Director’s absence

• Monitor key office performance indicators, including staffing, recruitment, missed visits, caregiver retention, client satisfaction, and service hours

• Identify operational challenges and implement solutions proactively

• Participate in staff meetings, performance discussions, and leadership initiatives

• Support the Director with strategic planning and execution of office goals

• Help establish accountability and ensure team members follow company policies and procedures

Recruiting, Staffing & Scheduling

• Take a lead role in recruiting, interviewing, onboarding, and retaining caregivers

• Maintain an active pipeline of qualified caregiver candidates

• Work closely with the scheduling team to ensure authorized client hours are filled

• Monitor open hours and proactively develop strategies to secure coverage

• Respond quickly to caregiver call-offs and staffing emergencies

• Ensure staffing concerns are escalated appropriately and in a timely manner

• Develop strong caregiver-client matches based on client needs, caregiver skills, availability, and compatibility

• Monitor caregiver attendance, reliability, performance, and engagement

• Assist with coaching, corrective action, and performance management when needed

• Identify opportunities to improve caregiver retention and reduce turnover

Client Care & Service Coordination

• Conduct client assessments and assist with developing individualized care plans

• Serve as a key point of contact for clients and families

• Monitor client satisfaction and address concerns promptly

• Ensure care plans are properly implemented and updated as client needs change

• Conduct routine client check-ins and quality assurance visits

• Work with caregivers and families to resolve service concerns

• Ensure continuity of care and maintain high standards of service delivery

Business Development & Growth

• Work closely with the Director to support office growth initiatives

• Develop and maintain relationships with clients, families, referral partners, and community organizations

• Identify opportunities to increase referrals and service hours

• Participate in community networking and outreach activities

• Support initiatives designed to increase revenue, client retention, and market presence

• Represent the agency professionally within the Kingston community

Communication, Compliance & Accountability

• Maintain clear and timely communication with the Director and office team

• Ensure staffing, client, and operational concerns are communicated before they become urgent

• Maintain accurate documentation and records

• Follow company policies, state regulations, and compliance requirements

• Assist with audits, quality assurance, and corrective action initiatives

• Maintain confidentiality and professionalism at all times

Qualifications

We are looking for a strong, dependable leader who is ready to take the next step in their career and become an integral part of the office leadership team.

Preferred Experience

• 2+ years of experience in home care, healthcare, staffing, scheduling, client services, or service operations

• Previous leadership, supervisory, or management experience preferred

• Experience recruiting, interviewing, onboarding, or retaining employees strongly preferred

• Experience with scheduling and/or care management systems

• Strong communication and conflict-resolution skills

• Demonstrated ability to hold others accountable while maintaining positive relationships

• Strong organizational skills and attention to detail

• Ability to make decisions, prioritize competing demands, and work independently

• Ability to remain calm and solution-focused in a fast-paced environment

• Strong relationship-building and customer service skills

• Bachelor’s degree in healthcare administration, business administration, social work, or a related field preferred

What We Are Looking For

This position is not simply a scheduling or client services role. We are looking for someone who wants to become a leader.

The ideal candidate is someone who:

• Takes ownership rather than waiting to be told what to do

• Is comfortable making decisions and solving problems

• Can effectively lead and hold others accountable

• Understands that staffing and client care are interconnected

• Is highly organized and follows through on commitments

• Communicates proactively, especially when there is a problem

• Can balance the needs of clients, caregivers, employees, and the business

• Wants to grow professionally and take on increasing leadership responsibility

• Can step in and confidently help lead the office when the Director is unavailable

What We Offer

• Competitive salary based on experience

• Health, dental, and vision insurance

• Health Savings Account (HSA)

• Paid time off and holidays

• Professional development and leadership growth opportunities

• Supportive, mission-driven team culture

• Opportunity for advancement into higher-level leadership

Job Details

• Job Type: Full-Time

• Location: Kingston, PA

• Work Setting: In Person

If you are an organized, proactive, accountable leader who is ready to take the next step in your career, this is an opportunity to make a meaningful impact while helping lead and grow a high-performing home care team.

Join us as we build something great together.