Client Care Operations Manager

Hillendale Home Care•Monterey, CA

3d•$120,000 - $140,000•Hybrid

About The Position

At Hillendale Home Care, our work begins and ends with people. We're a provider of in-home senior care, helping older adults live safely, comfortably, and with dignity in the place they love most — home. Whether you're providing hands-on care, guiding families through their options, or keeping our operations running behind the scenes, you'll be part of a company that values patience, reliability, and genuine compassion. We're growing, and we're looking for people who treat every client and every coworker the way they'd want their own family treated. Come join the Hillendale Home Care team! We are a trusted in-home care partner working with senior care clients and caregivers throughout the San Francisco Bay Area and we’re looking for a Client Care Operations Manager to join our growing Monterey team! We’re seeking a compassionate, polished professional who can blend client care, community relationship building, and operational leadership. This role is perfect for someone who thrives in senior care or healthcare services, enjoys working directly with families and referral partners, and wants to make a measurable impact on both quality of care and company growth. You’ll be a trusted advisor to clients, a strong community ambassador, and a key leader in driving retention, referrals, and service excellence.

Requirements

Bachelor’s degree in Business, Marketing, Healthcare Administration, or related field.
5+ years of experience in healthcare, home care, or related industry.
2+ years of client management or account management experience.
Proven success in business development and partnership building, with a track record of driving new client acquisition and retention within the healthcare or home care industry.
Experience with client management, CRM systems, and operational workflows to support service excellence and growth.
Proficient in Google Workspace or Microsoft Office tools.
Valid driver’s license, clean driving record, and ability to pass background clearance.

Responsibilities

Guide clients and families to the right care solutions while building long-term relationships that drive retention.
Lead business development efforts by cultivating referral partnerships and expanding presence in the senior care community.
Oversee ongoing client care management, ensuring high service quality, satisfaction, and continuous feedback.
Drive revenue growth through client engagement, referrals, and community outreach initiatives.
Serve as a role model for ethical practices, professionalism, and service excellence.
Build and develop high-performing teams through hiring, coaching, mentoring, and performance management.
Collaborate cross-functionally to align pricing, staffing, and service delivery with business goals and client needs.
Provide hands-on leadership and support to local teams through regular on-site engagement.
Establish and grow relationships with healthcare professionals and organizations to generate new client referrals.
Partner with families and internal teams to improve client outcomes and satisfaction.
Support client lifecycle management, including onboarding, renewals, and service expansion.
Conduct consultations and in-home assessments to educate prospects and convert new clients.
Represent the company at community events to strengthen brand awareness and trust.
Ensure seamless coordination across departments to deliver a high-quality client experience.
Maintain accurate client, caregiver, and referral data to support operations and growth.
Track and report on key performance metrics to inform strategy and decision-making.
Enhance client communication systems to improve engagement and transparency.
Travel locally to multiple locations in the SF Bay Area to support clients, teams, and business development activities