Client Services Director

• A proven leader with experience managing service, care, hospitality, or client-focused teams
• Comfortable managing complexity and solving problems others may find overwhelming
• Skilled at building relationships while also holding teams accountable
• Calm, composed, and decisive in high-pressure or emotionally sensitive situations
• A natural coach, mentor, and culture builder
• Someone who sees the big picture but is willing to roll up your sleeves and get involved
• Enterprising and ambitious—motivated to build a meaningful career, create a future for your family, and leave a legacy of your own

• Provide leadership and direction to the overall office team, including Operations, Wellness, and HR , with Marketing as a dotted-line function
• Develop and mentor leaders and team members across the organization
• Build a collaborative, accountable, and solutions-focused culture
• Serve as a visible cheerleader and supporter for all office functions

• Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions
• Coordinate hundreds of moving parts to ensure the right support is in place at the right time
• Help solve daily operational challenges, including client/caregiver matching and continuity of care
• Partner with the Recruitment team to support strong hiring decisions and talent acquisition
• Support the Wellness team with assessment and supervisory visits when needed

• Lead with a Client First mindset
• Monitor satisfaction metrics and address escalations with empathy, urgency, and professionalism
• Elevate every touchpoint of the client and caregiver experience
• Ensure families and team members feel heard, valued, and supported

• Identify gaps in processes, systems, and workflows
• Design and implement smarter, more effective solutions
• Break complex challenges into manageable, actionable steps
• Anticipate issues before they become problems and create sustainable solutions

• Collaborate with other Visiting Angels offices and cross-functional teams to leverage best practices and synergies
• Create alignment across departments and ensure shared accountability for client outcomes
• Step in and support the team wherever needed
• Participate in an on-call rotation approximately every 2–3 weeks

• Uphold industry standards, state regulations, and quality documentation requirements
• Maintain consistency and reliability in the delivery of services
• Protect the trust that families place in Visiting Angels every day

• Bachelor's degree preferred
• 10+ years of experience leading people and service operations in healthcare, hospitality, luxury hospitality, senior living, or another client-focused industry
• Proven experience managing managers and leading diverse teams in high-pressure environments
• A track record of building strong teams and improving operational performance
• Exceptional problem-solving and decision-making skills
• Strong emotional intelligence and the ability to navigate sensitive conversations with clients, families, and team members
• Strong communication, coaching, and relationship-building skills
• Technical proficiency with Microsoft Office and scheduling/CRM systems
• Flexibility to support the team during occasional evenings or weekends
• Willingness to participate in on-call responsibilities

• Lead with purpose
• Build and develop a high-performing team
• Solve meaningful, complex challenges
• Create a culture of excellence and compassion
• Grow your career and earning potential
• Build a legacy that matters

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.