Director of Service Delivery

Location: New York, NY (hybrid) Reports to: VP, Operations Compensation : Starting at $150K+, + meaningful equity About Givers At Givers, we believe in a future where family members can sustainably care for one another. Across the United States, millions of people provide care for loved ones, often without training, support, or financial stability. Through Medicaid programs, Givers enrolls, supports, and pays family caregivers while building the tools, coaching, and systems that make care sustainable. Our work focuses on strengthening caregiver capability and reducing burden over time through proactive support, consistent coaching, and thoughtfully designed care systems. Position Overview Givers operates from a simple principle: the quality & excellence of our care delivery must scale alongside our growth. Today our service organization includes a growing team of care coaches and nurses supporting caregivers across multiple states. Each state has different regulatory environments, staffing constraints, and operational requirements. The Director of Service Delivery owns how the Givers care model is executed across markets, ensuring caregivers receive consistent, high-quality support while our frontline teams operate with clarity, stability, and sustainable workloads. You will lead the day-to-day service operation while helping shape how the Givers care model evolves as we scale across new markets. This role is ideal for a leader who believes that great care delivery is both a people discipline and a systems discipline. You will partner closely with the VP of Operations as well as peers in Strategic Operations, Product, and Administration to ensure that growth strengthens, rather than erodes, the quality of our care model. This is a player-coach leadership role . You will set standards, develop leaders, and build systems while staying close enough to the work to understand what caregivers and frontline teams are actually experiencing. Responsibilities Lead day-to-day service operations Ensure stable and predictable service delivery across all markets; managing both centralized coaching operations and market-specific field nursing operations Own the operational reporting infrastructure across markets (incl. dashboards, scorecards, and caseload/utilization data); ensuring that the numbers driving weekly, monthly, and quarterly reviews are accurate, current, and rationalized to drive action Define & maintain clear guardrails for caseload size, service cadence, and documentation standards Monitor escalations, service gaps, and operational signals Anticipate operational risks, capacity constraints, and quality drift before they surface, and intervene early with clear plans for resolution. Reinforce coaching and clinical quality Define what strong coaching and clinical interactions look like Maintain documentation standards and quality review processes Implement regular quality scorecards and feedback loops Ensure caregivers receive consistent, high-quality support Manage compliance and audit readiness Ensure documentation and required touchpoints are completed accurately and on time Maintain operational readiness for audits and regulatory reviews Translate regulatory requirements into clear frontline expectations Lead and develop the service team Manage and scale a high-performing team of coaches and nurses Establish strong performance management and coaching frameworks Ensure healthy utilization and sustainable workloads Identify and develop future leaders within the team Improve the care model over time Monitor caregiver outcomes including burden, satisfaction, and engagement Identify patterns that suggest improvements to the care model Partner with Strategic Operations and Product to refine workflows and systems Ensure new processes and capabilities are adopted effectively Partner cross-functionally Collaborate with Strategic Operations on operational design and instrumentation Provide frontline insight to Product and Engineering teams Partner with Compliance and Billing on regulatory workflows Represent service delivery in company-wide operational decisions Translate care model principles and company priorities into clear operational expectations, workflows, and performance standards across markets. Requirements We’re looking for a leader who can combine clinical credibility, operational rigor, and strong people leadership. Credentials Licensed NP/RN, LCSW, or equivalent clinical background strongly preferred Experience 8+ years building & leading tech-enabled service delivery or clinical operations Demonstrated track record of shipping operational models from end-to-end; not just diagnosing problems, but designing/building the fix, rolling it out, and measuring adoption & efficacy Experience working with family caregivers, aging populations, or home-based care programs (i.e., dementia care, PACE, caregiver support organizations) strongly preferred Background in Medicaid, home-based care, value-based care, or caregiver support programs Experience managing teams in regulated healthcare environments Experience scaling teams or services across multiple markets or regions Leadership Experience managing and developing teams of 20+ frontline staff Ability to balance accountability with strong team culture Experience installing operational rhythms such as quality reviews, utilization management, and performance coaching Able to distill ambiguous, multi-source operational signals into a clear written recommendations for peers and leadership Operational capabilities Strong understanding of regulatory standards, outcome-oriented workflows, and performance monitoring Experience managing & rationalizing caseload models and staffing ratios against growth forecasts as well as product/market launches Ability to distinguish between performance issues, capacity issues, and system design issues Comfortable working directly in operational systems and related analytics tools to pull, cross-reference, and sanity-check data ahead of core operating rhythms as well as in-line with ad-hoc investigations Mindset Deep commitment to caregiver outcomes and staff experience Comfortable operating in growing, evolving organizations Able to build structure while maintaining speed and flexibility Willing to challenge assumptions and advocate for what caregivers and frontline teams actually need Closes loops independently: takes a problem from diagnosis to resolution without needing to be walked through each step Givers Values Impact Over Flash: We chase outcomes, not shiny objects. We focus on what truly moves the needle for caregivers and families, not what looks impressive from the outside. Substance beats spectacle, every time. Family-Grade Pride: We take pride in our work as if our own loved ones were the ones counting on it. We operate with care, integrity, and accountability. Play the Long Game: We build and operate for the future. We invest in strong fundamentals, solve problems to their core, make decisions that compound, and think in decades, not quarters. Sustainability beats shortcuts. Entrepreneurship, Every Day: We are owners. We embrace ambiguity by working from first principles and focus on speed to learnings through small bets, tight loops, quick iteration, and consistent calibration. Win Together: We always look for win-wins. We put mission above ego, collaborate intensely, and find common ground. We celebrate each other and never let the joy of this journey get lost behind the pursuit of a destination. Equal Opportunity Statement Givers is an equal opportunity employer. We believe that diverse perspectives make us stronger and help us better serve caregivers and families across the country. We are committed to building an inclusive workplace and welcome applicants of all backgrounds, experiences, and identities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law. #J-18808-Ljbffr