Director of Operations & Growth

Senior Helpers•Chattanooga, TN

19h

About The Position

Senior Helpers is seeking a results-driven Director of Operations & Growth to lead its Chattanooga office. This hands-on leadership role is responsible for day-to-day operational performance, team development, service delivery, and strategies that drive client growth and retention. The Director will balance operational excellence with business development, establish accountability across the team, and help create a supportive environment for caregivers, clients, and employees. Centralized teams provide back-office and administrative support so the Director can focus on local leadership, improving performance, growing the business, and delivering exceptional client care. The role oversees office operations and service continuity, leads the scheduling, recruiting, and client care teams, and monitors staffing and service performance. It also leads the business development function, builds referral relationships, tracks growth metrics, and represents Senior Helpers in the Chattanooga community. The Director develops and retains team members, establishes performance expectations, reviews key indicators, and reports on operational performance and growth progress to executive leadership. The Director owns and manages the Chattanooga office P&L, with responsibility for meeting P&L goals and reporting on revenue, gross profit, and expenses. The position does not perform payroll administration, billing or accounts receivable, bookkeeping, bank deposits, routine accounting transactions, financial reporting, budgeting, forecasting, controller-level work, or routine back-office processing; these functions are handled by centralized support teams. The Director collaborates with centralized personnel as needed.

Requirements

Demonstrated experience leading teams and managing day-to-day business operations.
Ability to manage, coach, or hold a business development professional accountable for measurable growth.
Strong understanding of sales pipelines, referral relationships, client acquisition, and customer retention.
Ability to establish goals, evaluate performance metrics, and translate results into actionable improvement plans.
Excellent leadership, communication, organization, and problem-solving skills.
Ability to manage competing priorities while maintaining focus on people, service quality, and results.
Comfort working in a fast-paced environment requiring strategic thinking and hands-on execution.

Nice To Haves

Bachelor's degree in business administration, healthcare administration, management, or a related field; equivalent leadership experience will be considered.
Experience in home care, healthcare services, senior care, or another service-oriented industry is strongly preferred.

Responsibilities

Oversee day-to-day Chattanooga office operations to ensure reliable, high-quality service delivery.
Own and manage the Chattanooga office P&L, report on revenue, gross profit, and expenses, and ensure the office remains on target for P&L goals.
Lead and develop the scheduling, recruiting, and client care teams to ensure appropriate staffing, efficient workflows, and consistent client coverage.
Monitor caregiver staffing levels, call-offs, open shifts, missed hours, and service continuity; identify trends and drive improvement.
Ensure new clients and caregivers experience a smooth, consistent onboarding process.
Establish clear expectations, accountability, and performance standards for the operations team.
Identify operational inefficiencies and implement processes that improve productivity, service quality, and scalability.
Ensure compliance with company policies, client care requirements, and applicable regulations.
Lead, coach, and hold the business development function accountable for achieving growth objectives.
Develop and execute strategies to increase client acquisition, referral partnerships, and market presence throughout the Chattanooga area.
Build and maintain relationships with referral sources, healthcare professionals, senior living communities, and other community partners.
Set measurable business development goals, track pipeline activity, and ensure consistent follow-up with prospective clients and referral partners.
Work with the business development team to convert opportunities into new client starts and sustainable revenue growth.
Monitor client inquiries, conversion rates, client retention, and other key performance indicators to identify improvement opportunities.
Represent Senior Helpers in the local community and strengthen the company's reputation as a trusted home care provider.
Recruit, develop, and retain high-performing team members.
Coach direct reports, provide feedback, and support ongoing development.
Build a culture of ownership, teamwork, accountability, and continuous improvement.
Conduct regular team meetings and performance reviews focused on measurable outcomes.
Partner with company leadership and centralized support teams to address challenges and implement organizational initiatives.
Ensure team members understand how their individual performance contributes to the office's overall success.
Establish and monitor key performance indicators related to client growth, caregiver retention, service delivery, staffing efficiency, and client satisfaction.
Review operational dashboards and performance trends, establish priorities, and drive corrective action.
Develop action plans when performance falls below expectations and follow through to ensure results.
Provide leadership with regular updates on operational performance, business development progress, staffing challenges, and growth opportunities.
Take ownership of the Chattanooga office's overall operational execution and achievement of established goals.
Collaborate with centralized support personnel as needed; routine back-office and administrative processing is handled by the centralized team.