Operations Manager

Manager of Operations

Golden Care is seeking a driven, organized, and compassionate Manager of Operations to lead the day-to-day functions of our non-medical in-home care agency. This role is central to ensuring operational excellence, caregiver performance, client satisfaction, and regulatory compliance across our San Diego service area. The ideal candidate brings a strong background in home care operations, exceptional leadership ability, a proactive approach to developing and upholding agency policies and procedures, a solid command of California labor law, and a genuine passion for serving seniors and individuals in need of non-medical support.

Key responsibilities include overseeing daily scheduling, staffing, and coordination of caregivers to ensure seamless client coverage; overseeing the full caregiver recruitment function, ensuring the agency maintains a strong and qualified workforce pipeline at all times; supervising caregiving staff in accordance with California labor law and agency policies; serving as the primary escalation point for client concerns, complaints, and care plan adjustments; monitoring caregiver performance through regular check-ins, evaluations, and corrective action as needed; ensuring compliance with all applicable California Department of Social Services regulations and agency standards; collaborating with the care coordination team to develop and review individualized service plans; tracking and reporting on key operational metrics including caregiver utilization, client retention, and incident reports; managing vendor and community partnerships including referral sources, healthcare providers, and care facilities; maintaining accurate and confidential client and employee records in compliance with privacy standards; participating in on-call rotation and responding to after-hours operational emergencies as required.

California labor law compliance includes maintaining a current and thorough understanding of California labor laws as they apply to home care, including wage and hour regulations, overtime rules, meal and rest break requirements, and paid sick leave obligations; proactively monitoring updates to California employment law, including changes from the California Labor Commissioner, AB legislation, and IWC Wage Orders, and assessing their impact on agency operations; ensuring all caregiver employment practices, including scheduling, compensation, and documentation, remain fully compliant with current state and local requirements; partnering with HR and legal counsel as needed to address labor law questions, employee relations matters, or potential compliance concerns before they escalate; updating internal policies, training materials, and caregiver handbooks promptly when labor law changes require it.

KPI oversight and monthly team meetings involve facilitating structured monthly meetings with the recruitment and scheduling teams to review performance against established KPIs and identify areas for improvement; tracking and analyzing key metrics across recruitment (applicant volume, time-to-hire, caregiver retention) and scheduling (fill rate, shift coverage, on-call usage) to ensure operational targets are consistently met; holding team leads accountable to KPI benchmarks and working collaboratively to develop action plans when targets are not being met; preparing and presenting monthly KPI reports to agency leadership with clear data, trends, and recommended next steps; using meeting outcomes to drive continuous improvement across staffing, coverage, and workforce planning efforts.

Business development and field support includes serving as a key back-office resource for the business development team while they are active in the field, ensuring they have everything they need to represent Golden Care effectively; preparing, customizing, and promptly delivering marketing flyers, service brochures, and promotional materials tailored to specific communities, senior living facilities, hospitals, and referral partners; creating and managing professional documentation packages for community outreach efforts, including agency overviews, service menus, referral forms, and leave-behind materials; responding quickly to field team requests for updated or community-specific collateral, minimizing delays during active outreach visits; coordinating with leadership to ensure all marketing materials are current, on-brand, and compliant with applicable regulations before distribution; tracking documentation requests and follow-up items from the field team, maintaining an organized system so nothing falls through the cracks; supporting client intake and onboarding documentation for new referrals generated through community outreach.

Policies and procedures leadership involves proactively developing, reviewing, and updating agency policies and procedures to reflect changes in California regulations, industry best practices, and evolving client needs; identifying operational gaps or compliance risks before they become issues and implementing corrective policies in a timely manner; communicating policy updates clearly and consistently to all staff, ensuring full understanding and adoption across the team; maintaining a current, organized policy and procedure manual that is accessible to all staff and aligned with California HCO licensing requirements; leading regular policy review cycles and incorporating feedback from caregivers, coordinators, and leadership to continuously strengthen operational standards; championing a culture of accountability by modeling adherence to established policies and holding staff to consistent standards.

Required qualifications include 3+ years of experience in home care, healthcare operations, or a related field; proven supervisory or management experience with direct reports; experience overseeing or managing a recruitment function, ideally in home care or a related healthcare setting; working knowledge of California labor law as it applies to home care employment; strong knowledge of California home care aide regulations (HCO license requirements); demonstrated ability to develop and implement operational policies and procedures; experience tracking and presenting KPIs to leadership; experience supporting marketing, business development, or community outreach functions; strong writing and document creation skills for professional materials; excellent communication, organizational, and problem-solving skills; proficiency in scheduling or care management software; valid California driver's license and reliable transportation.

Preferred qualifications include a bachelor's degree in healthcare administration, business, social work, or related field; experience with WellSky, or similar home care platforms; proficiency in Canva, Microsoft Publisher, or similar tools for creating marketing collateral; familiarity with Medi-Cal waiver programs or local San Diego aging services network; experience supporting clients with dementia, Alzheimer's, or other age-related conditions.