Director of Operations

Senior Helpers Abisror Parent Account•Los Angeles, CA

1d•$85,000 - $95,000•Onsite

About The Position

We are an established and growing home care organization with approximately $3M in annual revenue, 130 clients, 160 caregivers, and two locations operated from our Encino, CA office. We are hiring a Director of Operations to take ownership of our day-to-day operation and help build the management structure, systems, accountability, and processes that will allow the company to continue growing. This is a critical leadership position. The owner/CEO will remain focused on strategy, growth, business development, financial oversight, and key relationships. The Director of Operations will own the daily operation — people, scheduling, caregiver performance, client services, payroll, billing, collections, and operational execution. We are looking for an operator who takes ownership, solves problems, makes decisions, holds people accountable, and builds systems that work without constant owner involvement.

Requirements

A proven operator and people leader — not simply an experienced administrator.
5+ years of management experience, with meaningful responsibility for a labor-intensive operation.
Home care, home health, senior care, healthcare, staffing, hospitality, or another high-volume service environment is strongly preferred.
Experience managing a large workforce; experience with 100+ employees or caregivers is highly valued.
Hands-on experience with scheduling, payroll, billing, A/R, recruiting, client service, performance management, and process improvement.
Strong financial and operational judgment. You should be comfortable looking at numbers and asking why they changed.
Decisive, calm under pressure, highly organized, accountable, and comfortable holding people to high standards.
A strong communicator who can work with caregivers, clients, office staff, managers, vendors, and ownership.

Nice To Haves

This role is not for someone who needs constant direction from the owner.
This role is not for someone who wants to be an administrator rather than a leader.
This role is not for someone who avoids difficult conversations or accountability.
This role is not for someone who is uncomfortable making decisions in a fast-moving environment.
This role is not for someone who focuses only on keeping things organized instead of improving how the operation works.

Responsibilities

Take ownership of daily operations across both locations, operated from the Encino office.
Ensure schedules are staffed, client needs are met, and operational issues are resolved quickly.
Create accountability and clear lines of responsibility across the office team.
Identify recurring problems and build processes to prevent them from happening again.
Directly manage the office staff.
Set expectations, establish performance standards, coach employees, and address performance issues.
Build a culture of accountability, responsiveness, professionalism, and high standards.
Become the primary operational escalation point so routine issues no longer flow directly to the owner.
Oversee approximately 160 caregivers and ensure strong staffing coverage.
Manage call-offs, replacements, attendance issues, performance concerns, and caregiver escalations.
Improve caregiver retention, reliability, utilization, and performance.
Work closely with recruiting to maintain adequate caregiver capacity.
Own the operational payroll process from timekeeping review through payroll submission.
Review payroll for accuracy, overtime, missed punches, unusual variances, and other exceptions.
Establish controls to reduce payroll errors and unnecessary labor costs.
Reconcile scheduled hours, worked hours, paid hours, and billed hours.
Oversee the billing and collections process.
Monitor invoices, outstanding balances, aging A/R, payment issues, and collection follow-up.
Work with the Office Manager and external accounting resources to ensure accurate and timely billing.
Identify billing leakage and improve cash collection.
Own day-to-day client service and operational escalations.
Respond to significant client concerns and ensure issues are resolved quickly and professionally.
Improve client retention and service consistency.
Establish clear escalation procedures so clients receive fast, reliable support.
Track revenue, labor costs, overtime, gross margin, payroll, billing, A/R, staffing, and client/caregiver retention.
Understand the economics of private-pay and third-party-pay clients.
Use data to identify opportunities to improve profitability and operational efficiency.
Provide the owner with a concise weekly operating scorecard.
Become an expert user of WellSky and ensure the team uses the system effectively.
Document and improve SOPs for scheduling, payroll, billing, client service, recruiting, and employee management.
Eliminate unnecessary manual work and create scalable processes.
Build an operation that can grow without requiring the owner to personally solve every issue.