Regional Director

TheKey•Remote - NC, NC

1d•Hybrid

About The Position

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. Senior Regional Directors at TheKey are responsible for the smooth operations, achieving company goals, ongoing growth, and high employee and client satisfaction of a defined geographic region of TheKey. Senior Regional Directors ensure that all policies and procedures are properly implemented, all workflows are optimized, day-to-day questions are resolved, and new initiatives are rolled out effectively. Senior Regional Directors also hold P&L responsibilities across their defined geographic region which will have greater than $100M in yearly revenues. Senior Regional Directors have a vast understanding of business plans, and how their industry and region will be affected by market trends. Responsible for using competitive intelligence in preparing their locations to meet changes within their market to ensure they are productive and profitable.

Requirements

Bachelor’s Degree from an accredited university is desired; relevant professional experience may substitute
Five to 10 years experience in operations, preferably in health care, elder care, social work, or related industry
Strong people management experience
Excellent customer service and supervisory skills
Computer proficiency and ability to document timely and accurate notes in systems related to client visits
Current driver’s license and proof of insurance
Emotional Intelligence – namely, self-aware, self-management, motivation, empathy, integrity, social skills, and well-placed boundaries
Leadership presence, managerial courage, and accountable
Strong and meaningful relationship-building skills and communication abilities
The ability to navigate through various stressors and challenges
Humility and authenticity
Organizational agility – innovative and responsive
The ability to partner with others to create trust, rapport, and respect
Sense of community
Compassion

Responsibilities

Building expertise in every phase of TheKey operations, starting from client management and caregiver team recruitment and development to staffing operations, human resources, client acquisition, and lead intake, client care management, and referral marketing
Oversees operational performance including efficient, effective, and high-quality delivery of services across defined geographic region
Manage a team of General Managers within a defined geographic region
Creating and sustaining relationships with key partners to build brand awareness and generate new clients for TheKey
Improving client relationships, satisfaction, and retention by implementing strong processes and oversight, including regular visits and re-assessments, family & POA communications, and regular client interaction
Overseeing day-to-day operations of the region which may include facilities issues or emergencies, identification of new office space, liaison with property managers, etc.
Ensuring the integrity of all processes and documentation, responding to requests for information and audit, as necessary. Conduct periodic audits of both documentation and workflows.
Working with the Executive Team to craft strategic plans, roadmaps, and goals for the assigned market, as well as additional territories that may be identified as potential development opportunities
Ensuring all locations within the region meet their short-term and long-term goals, including client acquisition, referral marketing, lead conversion, client retention & satisfaction, gross margin, caregiver recruitment, and caregiver retention.
Ensuring the successful recruitment, training, and development of new team members
Evaluating the effectiveness of team members, including areas of strength and opportunity. Communicating areas of development and providing mentorship and training as needed. Thereby helping all team members within the region to achieve success and growth within their roles
Understanding our competitors and the professionals in the local industry, helping us lead the competitive landscape, identifying potential ways for us to further build out our team by identifying high-potential talent
Builds a cohesive, service-oriented team through recruitment, training and development, engagement and retention of qualified team members
On-call and after-hours support as needed
Additional duties and responsibilities as may be assigned by your supervisor