Head of Operations & Business Management

Job Description
Job Description Operations ManagerLeadership Development Role
The Operations Manager serves as the second-in-command to the Office Director and plays a critical leadership role in the daily operations, staffing, recruitment, and continued growth of the office. This position will have primary responsibility for recruiting, scheduling, staffing, caregiver engagement and retention, and service coordination while working closely with the Director on business development, performance management, and operational strategy.

The Operations Manager will serve as a key resource for employees, caregivers, clients, and families and will assume leadership responsibilities in the Director’s absence. This is a leadership development position designed for an individual who is ready to take on increasing responsibility and develop toward future Director-level leadership.

What Success Looks Like Top performers in this role:
Consistently maintain high client satisfaction and continuity of care
Build strong, trusted relationships with clients, families, caregivers, and referral partners
Proactively identify and resolve staffing and scheduling challenges before they escalate
Maintain a strong pipeline of qualified caregiver candidates
Improve caregiver engagement, accountability, and retention
Ensure authorized client hours are staffed and proactively address open hours
Hold team members accountable to established expectations and performance standards
Communicate effectively with the Director and escalate concerns appropriately
Contribute to office growth, operational efficiency, and overall profitability
Become a trusted leader who can confidently support and lead the office in the Director’s absence
Strengthen the agency’s reputation and presence within the Kingston community
Key ResponsibilitiesLeadership & Office Operations
Serve as the Director’s primary operational support and second-in-command
Assist with the daily management and overall performance of the office
Assume designated leadership responsibilities in the Director’s absence
Monitor key office performance indicators, including staffing, recruitment, missed visits, caregiver retention, client satisfaction, and service hours
Identify operational challenges and implement solutions proactively
Participate in staff meetings, performance discussions, and leadership initiatives
Support the Director with strategic planning and execution of office goals
Help establish accountability and ensure team members follow company policies and procedures
Recruiting, Staffing & Scheduling
Take a lead role in recruiting, interviewing, onboarding, and retaining caregivers
Maintain an active pipeline of qualified caregiver candidates
Work closely with the scheduling team to ensure authorized client hours are filled
Monitor open hours and proactively develop strategies to secure coverage
Respond quickly to caregiver call-offs and staffing emergencies
Ensure staffing concerns are escalated appropriately and in a timely manner
Develop strong caregiver-client matches based on client needs, caregiver skills, availability, and compatibility
Monitor caregiver attendance, reliability, performance, and engagement
Assist with coaching, corrective action, and performance management when needed
Identify opportunities to improve caregiver retention and reduce turnover
Client Care & Service Coordination
Conduct client assessments and assist with developing individualized care plans
Serve as a key point of contact for clients and families
Monitor client satisfaction and address concerns promptly
Ensure care plans are properly implemented and updated as client needs change
Conduct routine client check-ins and quality assurance visits
Work with caregivers and families to resolve service concerns
Ensure continuity of care and maintain high standards of service delivery
Business Development & Growth
Work closely with the Director to support office growth initiatives
Develop and maintain relationships with clients, families, referral partners, and community organizations
Identify opportunities to increase referrals and service hours
Participate in community networking and outreach activities
Support initiatives designed to increase revenue, client retention, and market presence
Represent the agency professionally within the Kingston community
Communication, Compliance & Accountability
Maintain clear and timely communication with the Director and office team
Ensure staffing, client, and operational concerns are communicated before they become urgent
Maintain accurate documentation and records
Follow company policies, state regulations, and compliance requirements
Assist with audits, quality assurance, and corrective action initiatives
Maintain confidentiality and professionalism at all times
Qualifications
We are looking for a strong, dependable leader who is ready to take the next step in their career and become an integral part of the office leadership team.

Preferred Experience

• 2+ years of experience in home care, healthcare, staffing, scheduling, client services, or service operations
• Previous leadership, supervisory, or management experience preferred
• Experience recruiting, interviewing, onboarding, or retaining employees strongly preferred
• Experience with scheduling and/or care management systems
• Strong communication and conflict-resolution skills
• Demonstrated ability to hold others accountable while maintaining positive relationships
• Strong organizational skills and attention to detail
• Ability to make decisions, prioritize competing demands, and work independently
• Ability to remain calm and solution-focused in a fast-paced environment
• Strong relationship-building and customer service skills
• Bachelor’s degree in healthcare administration, business administration, social work, or a related field preferred

What We Are Looking For
This position is not simply a scheduling or client services role. We are looking for someone who wants to become a leader.
The ideal candidate is someone who:
Takes ownership rather than waiting to be told what to do
Is comfortable making decisions and solving problems
Can effectively lead and hold others accountable
Understands that staffing and client care are interconnected
Is highly organized and follows through on commitments
Communicates proactively, especially when there is a problem
Can balance the needs of clients, caregivers, employees, and the business
Wants to grow professionally and take on increasing leadership responsibility
Can step in and confidently help lead the office when the Director is unavailable
What We Offer
Competitive salary based on experience
Health, dental, and vision insurance
Health Savings Account (HSA)
Paid time off and holidays
Professional development and leadership growth opportunities
Supportive, mission-driven team culture
Opportunity for advancement into higher-level leadership
Job Details
Job Type: Full-Time
Location: Kingston, PA
Work Setting: In Person
If you are an organized, proactive, accountable leader who is ready to take the next step in your career, this is an opportunity to make a meaningful impact while helping lead and grow a high-performing home care team.

Join us as we build something great together.