Senior Director of Operations

Job Description

Job Description

Circle of Life is a leading home care agency serving 6 states. We provide services for seniors, children, and people with disabilities, and our mission is to “honor those we serve.” We take pride in the responsibility we have to care for our clients so that they can stay independent in their own homes and communities because we believe that home is the safest place to be. 

Circle of Life is growing, and we have an opening for a Senior Director of Operations to join our corporate office in Shoreview. The Senior Director of Operations leads operations across the branch offices in the assigned region. The role owns operating performance, compliance, financial discipline, and the strength of the leadership team running each branch. The SDO reports to the President and manages regional directors and branch leaders.

Good For Employees

Circle of Life’s focus is creating a workplace where respect, appreciation and teamwork are the shared experiences of our team. We do good for our employees by collaborating on scheduling, a focus on wellbeing, a client-first directive, respecting and valuing every team member while having fun along with top industry compensation and benefits.

Good Deeds

We also do good in our work. Our team of office and field staff cares about each other and the clients we serve. We help one another. We care for and provide for a wide range of clients with a focus on honoring those we serve.

Position Duties Include

1. Leadership Team Development

• Lead hiring as needed for regional director and branch leadership roles, running a structured, scorecard-based process end to end.
• Coach and develop regional directors and branch managers and build a bench that supports succession across the region.
• Address underperformance directly and drive towards performance improvement
• Build a culture of accountability, engagement, and professional growth, measured through employee engagement and leader retention.
• Run a consistent coaching cadence, including regular one-on-ones and documented development plans.

2. Operational Efficiency and Compliance

• Own success and efficiency of client journey across regions end to end, from referral to start of care and long-term experience.
• Own operational inputs to billing performance, including write-offs, clean claim submission and error rates.
• Ensure branches consistently complete monthly tasks on time in partnership with direct reports.
• In partnership with the corporate support team and program leadership, monitor and enforce compliance with state and federal regulations, Medicaid requirements, and internal policy.
• Prepare branches for state and internal audits, complete any needed corrective action plans and ensure errors do not repeat.

3. Issue Resolution and Client Experience

• Serve as the final escalation point for client and family concerns within the region.
• Resolve state and branch-level issues with minimal executive involvement and reduce the volume of matters escalated to the President.
• Diagnose root cause on recurring branch problems and put fixes in place that hold.
• Monitor client satisfaction and retention across branches and act on the drivers behind both.
• Visit branches in person on a set cadence to see operations firsthand.

4. Strategic Execution and Change Management

• Convert corporate priorities and initiatives into state and branch-level plans with named owners and clear milestones.
• In partnership with the corporate support team, lead the rollout of new systems, policies, and initiatives across branches, and drive adoption to target.
• Run change management so frontline teams understand the reason behind each change and complete required training.
• Report regional progress to the President on a set cadence, including identified performance against identified metrics, initiatives and annual goals. 

5. Financial Management and Growth

• Develop a deep understanding of state and branch budgets, financial performance, and growth goals, and lead teams in achieving those goals and adjusting when performance is off track to ensure sustainable operations.
• Incorporate financial and growth considerations into everyday decision-making, weighing the expected benefit of investments, staffing, and growth opportunities against their cost and impact.
• Develop a mission-aligned growth approach for each region and facilitate execution; balance growth with operational priorities to consistently deliver regional goals. 

Qualifications

Education: University, 4-year degree preferred. Equivalent operating experience considered in place of a degree.

Industry Knowledge: Multi-site operating leadership in healthcare, home care, or a related field, with a strong record of delivering results. Experience leading leaders, owning a P&L, and operating in a regulated environment.

Travel: Approximately 50% travel initially , transitioning to approximately 25% long-term , primarily within the assigned region of New Mexico, Arizona, and the Dakotas .

How Good?

• Positively change the lives of individuals and families in our communities 
• Provide access to care for those who have been traditionally overlooked by the health care system 
• Support a talented team and be a part of a team that supports each other 

Benefits Include

• Medical, Dental, 401K, Mileage, Flexible Schedules, Vision, Year-End Bonus