Vivid Life Home Care - Operations Manager
About The Position
The Operations Manager oversees centralized systems, infrastructure, and daily operational performance across Vivid Life Home Care’s network of worker-owned cooperatives. The role supports Client Success Representatives, Cooperative Admins, and caregiver member-owners in delivering high-quality care through efficient, scalable systems. It combines systems management, training, technical support, implementation leadership, and data analysis, while serving as steward of shared infrastructure and respecting each cooperative’s autonomy and governance. The position leads the development, rollout, adoption, and improvement of operational systems, including AxisCare, HubSpot, and QuickBooks Online. It establishes shared SOPs and minimum operational standards, supports training and troubleshooting, monitors KPIs, and prepares operational reporting. The Operations Manager also supports scheduling and shift coordination, partner onboarding and referral workflows, and implementation across existing and new cooperatives. The role provides operational oversight and functional leadership across headquarters support and implementation teams. It may directly supervise headquarters operational or administrative staff, training or systems implementation personnel, and contractors or consultants. It coaches Cooperative Admins and supports CSRs in system adoption, but does not override cooperative governance decisions or direct caregiver member-owner employment relationships. The position is primarily remote, with periodic in-person responsibilities and local travel in Los Angeles and surrounding Southern California regions. It requires frequent virtual collaboration and flexibility to provide support outside traditional working hours, including occasional evenings and weekends. The position reports to the Director of Operations and Business Development.
Requirements
- At least 3 years of experience in operations, systems development and implementation, or healthcare operations.
- Experience with CRM, scheduling, or accounting systems such as AxisCare, HubSpot, QuickBooks Online, or similar platforms.
- Experience delivering training or facilitating learning programs for adult audiences.
- Strong technical troubleshooting and systems management skills.
- Experience managing KPIs and operational performance metrics.
- Ability to work in fast-paced startup or growth environments, including long hours outside the traditional 9-to-5 schedule.
- Working proficiency in Spanish; the qualifications section lists Spanish bilingual ability as required.
- Strong systems thinking and operational leadership.
- Ability to translate technical systems into user-friendly processes.
- High proficiency in CRM, scheduling, and/or accounting systems.
- Strong analytical and KPI-driven decision-making skills.
- Excellent communication and training facilitation abilities.
- Ability to manage complexity in fast-paced environments.
- Cultural competence and adaptability in diverse teams.
- Ability to balance compassion, patience, execution, and accountability.
- Ability to sit and work at a computer for 6–8 hours per day.
- Ability to communicate effectively via video, phone, and written platforms.
- Ability to travel locally within California as needed.
- Ability to occasionally lift up to 25 pounds.
- Ability to conduct occasional site visits in home, office, or community environments.
- Ability to review dashboards, reports, and operational data systems.
Nice To Haves
- Experience in home care, home health, healthcare, or a related field.
- Experience in distributed or network-based organizations.
- Familiarity with cooperative or non-hierarchical models.
- Experience with culturally and linguistically diverse populations.
- Instructional design or adult learning experience.
- English/Spanish bilingual proficiency in written and verbal communication is preferred.
Responsibilities
- Lead the creation, rollout, adoption, and optimization of operational systems, including AxisCare, HubSpot, and QuickBooks Online.
- Develop and maintain SOPs, workflows, system standards, network-wide operational frameworks, and minimum operational standards.
- Ensure data integrity, reporting accuracy, KPI visibility, and transparency through dashboards and shared reporting systems.
- Identify opportunities for operational efficiency, scalable growth, and continuous improvement; escalate risks and propose operational improvements.
- Support enterprise-level operational initiatives as assigned.
- Design and deliver training programs for Cooperative Admins and staff, applying adult learning principles and adapting training to diverse cultural and linguistic needs.
- Provide ongoing coaching and reinforcement of operational standards.
- Serve as the primary escalation point for system-related issues and coordinate with vendors to resolve technical challenges.
- Maintain troubleshooting and FAQ documentation and improve operational tools and workflows.
- Track system usage, performance metrics, and operational KPIs; analyze trends, gaps, and opportunities for improvement.
- Prepare operational reports for leadership and stakeholders.
- Support Member-Admins with scheduling, shift coordination, and operational execution.
- Strengthen relationships across cooperatives to improve system utilization while respecting cooperative governance authority and local autonomy.
- Collaborate with Business Development to operationalize partner workflows and support onboarding of new partners and implementation of referral systems.
- Provide operational oversight and functional leadership across headquarters support functions and implementation teams.
- Coach Cooperative Admins and support Client Success Representatives in system adoption and workflow execution.
- Monitor KPI performance and implementation compliance and support corrective action planning and system improvement initiatives.
- Approve operational implementation plans and system rollout timelines and drive standardization of tools and processes across the network.
- Provide direct support to Member-Admins through onboarding, troubleshooting, workflow reinforcement, and inclusive learning support.
- Support occasional after-hours and weekend operational needs based on business demands.
Benefits
- Paid Time Off (PTO): 2 weeks annually.
- Paid sick leave compliant with California requirements.
- Paid holidays: 6 annually.
- Health insurance, with minimum essential coverage.
- Dental coverage.
- Vision coverage.
- Professional development and training support.
- Technology and systems access required for role execution.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
