Operations Manager

Golden Care•La Mesa, CA

11d•Onsite

About The Position

Golden Care is seeking a driven, organized, and compassionate Manager of Operations to lead the day-to-day functions of our non-medical in-home care agency. This role is central to ensuring operational excellence, caregiver performance, client satisfaction, and regulatory compliance across our San Diego service area. The ideal candidate brings a strong background in home care operations, exceptional leadership ability, a proactive approach to developing and upholding agency policies and procedures, a solid command of California labor law, and a genuine passion for serving seniors and individuals in need of non-medical support.

Requirements

3+ years of experience in home care, healthcare operations, or a related field
Proven supervisory or management experience with direct reports
Experience overseeing or managing a recruitment function, ideally in home care or a related healthcare setting
Working knowledge of California labor law as it applies to home care employment
Strong knowledge of California home care aide regulations (HCO license requirements)
Demonstrated ability to develop and implement operational policies and procedures
Experience tracking and presenting KPIs to leadership
Experience supporting marketing, business development, or community outreach functions
Strong writing and document creation skills for professional materials
Excellent communication, organizational, and problem-solving skills
Proficiency in scheduling or care management software
Valid California driver's license and reliable transportation

Nice To Haves

Bachelor's degree in healthcare administration, business, social work, or related field
Experience with WellSky, or similar home care platforms
Proficiency in Canva, Microsoft Publisher, or similar tools for creating marketing collateral
Familiarity with Medi-Cal waiver programs or local San Diego aging services network
Experience supporting clients with dementia, Alzheimer's, or other age-related conditions

Responsibilities

Oversee daily scheduling, staffing, and coordination of caregivers to ensure seamless client coverage
Oversee the full caregiver recruitment function, ensuring the agency maintains a strong and qualified workforce pipeline at all times
Supervise caregiving staff in accordance with California labor law and agency policies
Serve as the primary escalation point for client concerns, complaints, and care plan adjustments
Monitor caregiver performance through regular check-ins, evaluations, and corrective action as needed
Ensure compliance with all applicable California Department of Social Services regulations and agency standards
Collaborate with the care coordination team to develop and review individualized service plans
Track and report on key operational metrics including caregiver utilization, client retention, and incident reports
Manage vendor and community partnerships including referral sources, healthcare providers, and care facilities
Maintain accurate and confidential client and employee records in compliance with privacy standards
Participate in on-call rotation and respond to after-hours operational emergencies as required
Maintain a current and thorough understanding of California labor laws as they apply to home care, including wage and hour regulations, overtime rules, meal and rest break requirements, and paid sick leave obligations
Proactively monitor updates to California employment law, including changes from the California Labor Commissioner, AB legislation, and IWC Wage Orders, and assess their impact on agency operations
Ensure all caregiver employment practices, including scheduling, compensation, and documentation, remain fully compliant with current state and local requirements
Partner with HR and legal counsel as needed to address labor law questions, employee relations matters, or potential compliance concerns before they escalate
Update internal policies, training materials, and caregiver handbooks promptly when labor law changes require it
Facilitate structured monthly meetings with the recruitment and scheduling teams to review performance against established KPIs and identify areas for improvement
Track and analyze key metrics across recruitment (applicant volume, time-to-hire, caregiver retention) and scheduling (fill rate, shift coverage, on-call usage) to ensure operational targets are consistently met
Hold team leads accountable to KPI benchmarks and work collaboratively to develop action plans when targets are not being met
Prepare and present monthly KPI reports to agency leadership with clear data, trends, and recommended next steps
Use meeting outcomes to drive continuous improvement across staffing, coverage, and workforce planning efforts
Serve as a key back-office resource for the business development team while they are active in the field, ensuring they have everything they need to represent Golden Care effectively
Prepare, customize, and promptly deliver marketing flyers, service brochures, and promotional materials tailored to specific communities, senior living facilities, hospitals, and referral partners
Create and manage professional documentation packages for community outreach efforts, including agency overviews, service menus, referral forms, and leave-behind materials
Respond quickly to field team requests for updated or community-specific collateral, minimizing delays during active outreach visits
Coordinate with leadership to ensure all marketing materials are current, on-brand, and compliant with applicable regulations before distribution
Track documentation requests and follow-up items from the field team, maintaining an organized system so nothing falls through the cracks
Support client intake and onboarding documentation for new referrals generated through community outreach
Proactively develop, review, and update agency policies and procedures to reflect changes in California regulations, industry best practices, and evolving client needs
Identify operational gaps or compliance risks before they become issues and implement corrective policies in a timely manner
Communicate policy updates clearly and consistently to all staff, ensuring full understanding and adoption across the team
Maintain a current, organized policy and procedure manual that is accessible to all staff and aligned with California HCO licensing requirements
Lead regular policy review cycles and incorporate feedback from caregivers, coordinators, and leadership to continuously strengthen operational standards
Champion a culture of accountability by modeling adherence to established policies and holding staff to consistent standards