Director of Operations - Home Care
hace 20 días
Bethesda
Job Description Lead With Purpose. Scale With Excellence. Transform Lives. At Capital City Nurses, a proud member of the Care Advantage family, we believe home care is more than a service-it's a lifeline for families and a mission that demands leadership, compassion, and operational excellence. Everything we do is grounded in our ICARE Values: • Integrity – We lead with honesty and do what's right, even when it's hard, • Compassion – We serve patients, families, and one another with empathy and heart, • Accountability – We own results and deliver on our commitments, • Respect – We value every voice-clients, caregivers, and colleagues, • Excellence – We continuously improve, innovate, and raise the standard of care We are seeking a strategic, high-impact Director of Operations to lead and optimize multi-site performance, elevate client experience, and drive sustainable growth across three critical markets. The Role: Strategic Operator + People Leader This is a high-visibility regional leadership role responsible for translating company vision into operational execution. You will act as: • A trusted partner to senior leadership, • A coach and developer of branch teams, • A driver of operational performance and service excellence, • A champion of culture and ICARE values across markets Core Areas of Ownership • Leadership, Talent & Culture You will build and lead a high-performing, mission-driven team. Responsibilities: • Oversee hiring strategy, workforce planning, and talent pipeline development, • Lead onboarding programs that drive early success and retention, • Coach, mentor, and develop branch leaders and support staff, • Foster a culture of ownership, urgency, and service excellence, • Ensure ICARE values are embedded into hiring, performance management, and daily operations, • Drive accountability through clear expectations and performance management Impact: Stronger teams = better care delivery + improved retention • Operational Performance & KPIs You will own the performance engine across all branches. Key Metrics Include: • Client retention & satisfaction, • Net Promoter Score (NPS), • Caregiver retention & turnover, • Hours growth & service utilization, • Time-to-fill for open caregiver roles, • Revenue vs. budget performance Responsibilities: • Build and monitor market-specific performance dashboards, • Identify trends, diagnose issues, and implement corrective action plans, • Partner with branch managers to improve underperforming locations, • Drive a data-first decision-making culture Impact: Predictable, scalable, and high-performing operations • Client Experience & Service Excellence In home care, experience is everything. Responsibilities: • Ensure delivery of consistent, high-quality care across all markets, • Personally engage with high-value (Tier A & B) clients to strengthen relationships, • Oversee quality assurance processes and proactive client outreach, • Analyze client feedback and implement continuous improvements, • Address escalations with urgency, empathy, and resolution ownership Impact: Higher retention, stronger referrals, and brand loyalty • Process Optimization & Operational Efficiency You will lead efforts to simplify, standardize, and scale operations. Responsibilities: • Evaluate workflows across branches and implement best practices, • Identify inefficiencies and remove operational bottlenecks, • Improve coordination between scheduling, recruiting, and care delivery teams, • Ensure audit readiness, compliance adherence, and documentation excellence, • Partner with RVP of Operations to define and roll out quality standards Impact: Faster execution, fewer errors, better outcomes • Financial Leadership & Growth Enablement You will play a key role in ensuring financial health and growth. Responsibilities: • Support budget planning and forecasting for each market, • Monitor branch financial performance and drive accountability, • Align staffing, recruiting, and operations to meet growth targets, • Identify opportunities to expand services and improve margins Impact: Sustainable growth aligned with operational capacity • Cross-Functional & Regional Alignment This is a highly collaborative role. You'll Partner With: • Clinical leadership, • Recruiting teams, • HR and compliance, • Scheduling and care coordination teams, • Executive leadership Responsibilities: • Lead regular cross-functional meetings to ensure alignment, • Break down silos between offices, departments, and markets, • Ensure consistent communication and execution across regions Impact: Unified, aligned, and efficient regional operations What You Bring Experience • Bachelor's degree in Healthcare Administration or related field (or equivalent experience), • 5+ years of leadership in home care, healthcare operations, or multi-site service environments, • Experience managing multiple locations or markets, • Strong understanding of:, • Home care delivery models, • Workforce management, • Client service operations Leadership Strengths • Proven ability to lead through influence, not just authority, • Strong decision-making in fast-paced, ambiguous environments, • Experience building and scaling high-performing teams, • Data-driven mindset with strong analytical capabilities, • Exceptional communication and stakeholder management skills Personal Attributes • High accountability and ownership mindset, • Strong emotional intelligence and client-first approach, • Adaptability and resilience in a dynamic environment, • Passion for improving lives through service Why This Role Matters This role is at the center of everything: • Client care quality, • Employee experience, • Operational performance, • Business growth Your leadership will directly impact both lives and results. What We Offer • Competitive salary and performance incentives, • Career growth within a rapidly expanding organization, • Leadership visibility and strategic influence, • A mission-driven culture rooted in ICARE values, • The opportunity to shape the future of home care delivery Final Thought If you are: • A builder of teams, • A driver of results, • A leader who values people as much as performance This is your opportunity to make a meaningful, measurable impact. Apply today and lead with ICARE. 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