Client Services Director

Visiting Angels Greater Philadelphia•Philadelphia, PA

1d•Onsite

About The Position

Visiting Angels is seeking a people-first Client Services Director to lead service and operations in its Philadelphia office. This is a high-impact leadership role for an experienced leader who can manage complexity, develop teams, strengthen relationships, and create an environment in which clients and team members thrive. Relevant backgrounds may include healthcare, senior living, hospitality, luxury hotels, and other high-touch service environments. The role provides leadership and direction to the office team, including Operations, Wellness, and HR, with Marketing as a dotted-line function. The director oversees key operational functions, including intake, scheduling, case management, caregiver assignments, and recruitment, and helps ensure continuity of care and a strong client and caregiver experience. The director also improves processes, supports cross-team alignment, and upholds applicable standards, state regulations, and documentation requirements. This is a fully on-site, full-time, exempt position based in Philadelphia, Pennsylvania. The role includes an on-call rotation approximately every two to three weeks and may require occasional evening or weekend support. Applicants must be able to provide proof of vaccination.

Requirements

10 or more 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 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 or CRM systems.
Willingness to participate in on-call responsibilities.
Ability to provide proof of vaccination.

Nice To Haves

Bachelor's degree preferred.
Experience in hospitality or luxury hotel operations, including at organizations such as Marriott, Ritz-Carlton, Four Seasons, Hilton, or Hyatt.
Experience as a hotel General Manager, Director of Operations, Rooms Division leader, Guest Services leader, or Hospitality Manager.

Responsibilities

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, and support all office functions.
Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions.
Coordinate operational needs to ensure the right support is in place at the right time.
Help resolve daily operational challenges, including client and caregiver matching and continuity of care.
Partner with the Recruitment team to support hiring decisions and talent acquisition.
Support the Wellness team with assessment and supervisory visits when needed.
Monitor client satisfaction metrics and address escalations with empathy, urgency, and professionalism.
Improve the client and caregiver experience and ensure families and team members feel heard, valued, and supported.
Identify process, system, and workflow gaps; design and implement effective solutions.
Anticipate problems and break complex challenges into manageable, actionable steps.
Collaborate with other Visiting Angels offices and cross-functional teams to share best practices and create alignment across departments.
Participate in an on-call rotation approximately every two to three weeks.
Uphold industry standards, state regulations, and quality documentation requirements.
Maintain consistent and reliable service delivery and protect the trust families place in Visiting Angels.
Provide occasional support during evenings or weekends as needed.