Sr In-Home Operations Manager

Lead Operations Manager

We're hiring a Lead Operations Manager to lead and scale operations across multiple home-based service regions within a growing behavioral health organization. This role oversees 5–8 Operations Managers (Care Coordinators) and partners closely with clinical and executive leadership to ensure families receive consistent, high-quality care while teams are supported, accountable, and set up for success.

What You'll Do

Lead & Develop Teams

• Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple regions and states
• Set clear expectations, drive accountability, and support professional growth
• Build strong, engaged teams aligned around client outcomes

Own Operational Excellence

• Establish clear expectations and standards, and ensure proper communications for:
• Technician engagement and stability
• Client retention and satisfaction
• Fulfillment of prescribed therapy
• Service continuity and recovery from disruption
• Ensure consistent execution of The Treetop's client lifecycle procedures across regions
• Monitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and technicians
• Identify trends, risks, and bottlenecks; implement corrective action plans
• Monitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges)

Champion the Client & Family Experience

• Ensure Operations Managers maintain strong, proactive relationships with families once services are active
• Oversee escalation management for high-risk or complex client situations, including service disruptions and pending discharges
• Reinforce a family-centered approach that balances operational efficiency with compassionate, responsive care

Support and Retain Quality Technicians

• Ensure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a client
• Create workflows to document and track technician satisfaction and performance
• Build processes to and work with scheduling to ensure adequate hours for technicians

Partner & Scale

• Collaborate with Clinical, Scheduling, Recruiting, and Executive leaders to ensure adherence to payer requirements, internal policies, and SOPs across all operational teams
• Help design and refine compensation and incentive plans for Operations Managers that are aligned with client outcomes and service fulfillment
• Support growth, standardization, and continuous improvement across regions, and drive continuous improvement initiatives using data in Salesforce

Why This Role Matters

This role ensures operational excellence where it counts—at the intersection of families, clinicians, and frontline teams. You'll help build systems that support consistent care, empowered teams, and sustainable growth.