Client Services Director
About The Position
Visiting Angels is seeking a people-first Client Services Director to lead service operations and develop a high-performing office team in Philadelphia, Pennsylvania. This full-time, exempt leadership role is fully on-site and is intended for an experienced leader from healthcare, hospitality, luxury hospitality, senior living, or another client-focused service environment. The Director will lead people, solve operational challenges, strengthen client and caregiver experiences, and support reliable, compliant service delivery. The role offers the opportunity to grow a career and make a meaningful impact on seniors, families, and team members.
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.
- 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.
- Flexibility to support the team during occasional evenings or weekends.
- Willingness to participate in on-call responsibilities.
- Ability to provide proof of vaccination.
Nice To Haves
- Bachelor's degree preferred.
- Experience with Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, or other premier hospitality organizations is strongly encouraged.
Responsibilities
- Provide leadership and direction to the office team, including Operations, Wellness, and HR, with Marketing as a dotted-line function.
- Develop and mentor leaders and team members, and build a collaborative, accountable, and solutions-focused culture.
- Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions.
- Coordinate operational activities to ensure appropriate support is in place at the right time.
- Help resolve daily operational challenges, including client and caregiver matching and continuity of care.
- Partner with Recruitment to support 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.
- Improve client and caregiver touchpoints and ensure families and team members feel heard, valued, and supported.
- Identify process, system, and workflow gaps; design and implement effective solutions; and anticipate issues before they arise.
- Collaborate with other Visiting Angels offices and cross-functional teams to share best practices and align departments around client outcomes.
- Step in to support the team wherever needed and participate in an on-call rotation approximately every two to three weeks.
- Uphold industry standards, state regulations, and quality documentation requirements while maintaining consistent and reliable service delivery.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
