Client Services Director

Visiting Angels Greater Philadelphia•Jenkintown, PA

4d•Onsite

About The Position

Client Services Director Lead People. Solve Challenges. Create Impact. Build Your Legacy. Location: Jenkintown, PA — On-Site Employment Type: Full-Time, Exempt Turn Complexity Into Impact—With People at the Center At Visiting Angels, exceptional care is built on empathy and exceptional leadership. We are seeking a Client Services Director who knows how to lead people, solve complex challenges, build strong relationships, and create an environment where both clients and team members thrive. This is a high-impact leadership opportunity for an experienced service and operations leader who is energized by complexity and motivated by the opportunity to build something meaningful—both professionally and personally. If you have led teams in hospitality, luxury hotels, healthcare, senior living, or another high-touch service environment, we want to hear from you. Leaders with experience at organizations such as Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, and other premier hospitality brands are strongly encouraged to apply. You may be coming from a hotel General Manager, Director of Operations, Rooms Division, Guest Services, or Hospitality Management background. If you understand how to lead people, deliver an exceptional client experience, manage competing priorities, and create order in a fast-moving environment, your experience may translate exceptionally well to this role. This is not simply an operations position. It is a leadership opportunity for someone who wants to care, grow, build a career, increase their earning potential, and create a lasting legacy.

Requirements

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
ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.

Nice To Haves

Experience at organizations such as Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, and other premier hospitality brands
Hotel General Manager, Director of Operations, Rooms Division, Guest Services, or Hospitality Management background
Experience with Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, or other high-end hospitality organizations

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
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