Operations Manager

Job Description

Job Description

Manager of Operations

Non-Medical In-Home Care • San Diego, California • 

San Diego, CA Full-time Non-Medical Home Care Competitive salary + benefits

About this role

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

Oversee daily scheduling, staffing, and coordination of caregivers to ensure seamless client coverage

Oversee the full caregiver recruitment function, ensuring the agency maintains a strong and qualified workforce pipeline at all times

Supervise caregiving staff in accordance with California labor law and agency policies

Serve as the primary escalation point for client concerns, complaints, and care plan adjustments

Monitor caregiver performance through regular check-ins, evaluations, and corrective action as needed

Ensure compliance with all applicable California Department of Social Services regulations and agency standards

Collaborate with the care coordination team to develop and review individualized service plans

Track and report on key operational metrics including caregiver utilization, client retention, and incident reports

Manage vendor and community partnerships including referral sources, healthcare providers, and care facilities

Maintain accurate and confidential client and employee records in compliance with privacy standards

Participate in on-call rotation and respond to after-hours operational emergencies as required

California labor law compliance

Maintain 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 monitor updates to California employment law, including changes from the California Labor Commissioner, AB legislation, and IWC Wage Orders, and assess their impact on agency operations

Ensure all caregiver employment practices, including scheduling, compensation, and documentation, remain fully compliant with current state and local requirements

Partner with HR and legal counsel as needed to address labor law questions, employee relations matters, or potential compliance concerns before they escalate

Update internal policies, training materials, and caregiver handbooks promptly when labor law changes require it

KPI oversight and monthly team meetings

Facilitate structured monthly meetings with the recruitment and scheduling teams to review performance against established KPIs and identify areas for improvement

Track and analyze 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

Hold team leads accountable to KPI benchmarks and work collaboratively to develop action plans when targets are not being met

Prepare and present monthly KPI reports to agency leadership with clear data, trends, and recommended next steps

Use meeting outcomes to drive continuous improvement across staffing, coverage, and workforce planning efforts

Business development and field support

Serve 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

Prepare, customize, and promptly deliver marketing flyers, service brochures, and promotional materials tailored to specific communities, senior living facilities, hospitals, and referral partners

Create and manage professional documentation packages for community outreach efforts, including agency overviews, service menus, referral forms, and leave-behind materials

Respond quickly to field team requests for updated or community-specific collateral, minimizing delays during active outreach visits

Coordinate with leadership to ensure all marketing materials are current, on-brand, and compliant with applicable regulations before distribution

Track documentation requests and follow-up items from the field team, maintaining an organized system so nothing falls through the cracks

Support client intake and onboarding documentation for new referrals generated through community outreach

Policies and procedures leadership

Proactively develop, review, and update agency policies and procedures to reflect changes in California regulations, industry best practices, and evolving client needs

Identify operational gaps or compliance risks before they become issues and implement corrective policies in a timely manner

Communicate policy updates clearly and consistently to all staff, ensuring full understanding and adoption across the team

Maintain a current, organized policy and procedure manual that is accessible to all staff and aligned with California HCO licensing requirements

Lead regular policy review cycles and incorporate feedback from caregivers, coordinators, and leadership to continuously strengthen operational standards

Champion a culture of accountability by modeling adherence to established policies and holding staff to consistent standards

Required qualifications

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

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