Director of Operations

Always Best Care • Norwalk, CT

6d • Onsite

About The Position

We are a growing, established non-medical home care agency serving seniors and their families throughout Fairfield County. We are looking for an experienced, hands-on Director of Operations to take ownership of the day-to-day operations of the agency and help us continue to grow while maintaining the highest standards of client and caregiver service. This is a leadership position for someone who knows home care. The ideal candidate is organized, accountable, proactive, and comfortable managing people, solving problems, and making decisions in a fast-paced environment. The Director of Operations will be responsible for ensuring that the agency operates efficiently and that our clients receive exceptional service. You will oversee the operational team, caregivers, scheduling, client satisfaction, hiring and retention, compliance, and day-to-day problem solving. We are looking for someone who doesn't wait for problems to become emergencies. You should be someone who sees what needs to be done, takes ownership, and gets it done.

Requirements

• 3+ years of management experience in home care, senior care, healthcare, or a related field.
• Strong understanding of non-medical home care operations.
• Experience managing caregivers and administrative staff.
• Excellent organizational and communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong knowledge of scheduling and staffing.
• Ability to hold employees accountable while maintaining a positive work environment.
• Excellent customer-service skills.
• Strong computer and administrative skills.
• Ability to work independently and take initiative.
• A "whatever it takes" attitude.
• Professionalism, reliability, and strong attention to detail.

Nice To Haves

• Take ownership rather than wait to be told what to do.
• Solve problems instead of simply reporting them.
• Be comfortable having difficult conversations with employees and clients.
• Follow through on commitments.
• Create systems and processes that make the company better.
• Be accessible when operational issues arise.
• Understand that in home care, the client always comes first.
• Know how to balance excellent care with sound business practices.

Responsibilities

• Oversee the daily operations of the home care agency.
• Establish and maintain efficient operational systems and procedures.
• Ensure company policies and procedures are followed consistently.
• Monitor operational performance and identify areas for improvement.
• Develop and maintain Standard Operating Procedures (SOPs).
• Work closely with the owner to implement company goals and initiatives.
• Oversee caregiver recruitment, onboarding, scheduling, performance, and retention.
• Ensure adequate caregiver coverage for all clients.
• Address caregiver call-outs, conflicts, performance issues, and client concerns.
• Maintain strong relationships with caregivers and create a culture of accountability and professionalism.
• Ensure caregivers are properly trained and understand client-specific requirements.
• Ensure clients and families receive exceptional service.
• Handle escalated client concerns and complaints.
• Monitor client satisfaction and proactively identify potential problems.
• Ensure care plans and schedules are being followed.
• Maintain regular communication with clients and their families when necessary.
• Assist with client retention and identifying additional service opportunities.
• Oversee the scheduling department and ensure shifts are properly staffed.
• Monitor open shifts and staffing shortages.
• Develop systems to minimize last-minute call-outs and uncovered shifts.
• Ensure schedules are accurate and communicated effectively to clients and caregivers.
• Participate in recruiting and interviewing administrative staff and caregivers.
• Help develop onboarding and training programs.
• Establish performance expectations and accountability standards.
• Conduct or oversee employee performance reviews.
• Identify staffing needs and make recommendations to the owner.
• Ensure the agency maintains compliance with applicable Connecticut regulations and company policies.
• Maintain accurate documentation and records.
• Monitor caregiver documentation, timesheets, client records, and other operational requirements.
• Identify compliance risks and correct problems promptly.
• Maintain quality-control procedures throughout the agency.
• Monitor labor costs, overtime, staffing efficiency, and operational expenses.
• Work with the owner and administrative team to improve profitability and efficiency.
• Assist with payroll-related issues and timesheet accuracy.
• Track key operational metrics and provide regular reports to ownership.
• Work collaboratively with the owner and sales/marketing team to support agency growth.
• Help develop systems that allow the agency to grow without sacrificing quality.
• Identify opportunities to improve client acquisition, retention, caregiver recruitment, and profitability.
• Build relationships with referral sources and community partners when appropriate.

Benefits

• Competitive salary based on experience.
• Opportunity to play a key leadership role in a growing company.
• Significant autonomy and responsibility.
• Opportunity for professional growth.
• Collaborative working environment.
• The opportunity to make a meaningful difference in the lives of seniors, their families, and caregivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed