Operations Manager

Operations Manager
Leadership Development Role
The Operations Manager serves as the second-in-command to the Office Director and plays a critical leadership role in the daily operations, staffing, recruitment, and continued growth of the office. This position will have primary responsibility for recruiting, scheduling, staffing, caregiver engagement and retention, and service coordination while working closely with the Director on business development, performance management, and operational strategy.

The Operations Manager will serve as a key resource for employees, caregivers, clients, and families and will assume leadership responsibilities in the Director’s absence. This is a leadership development position designed for an individual who is ready to take on increasing responsibility and develop toward future Director-level leadership.

What Success Looks Like
Top performers in this role:

Consistently maintain high client satisfaction and continuity of care

Build strong, trusted relationships with clients, families, caregivers, and referral partners

Proactively identify and resolve staffing and scheduling challenges before they escalate

Maintain a strong pipeline of qualified caregiver candidates

Improve caregiver engagement, accountability, and retention

Ensure authorized client hours are staffed and proactively address open hours

Hold team members accountable to established expectations and performance standards

Communicate effectively with the Director and escalate concerns appropriately

Contribute to office growth, operational efficiency, and overall profitability

Become a trusted leader who can confidently support and lead the office in the Director’s absence

Strengthen the agency’s reputation and presence within the Kingston community

Key Responsibilities
Leadership & Office Operations
Serve as the Director’s primary operational support and second-in-command

Assist with the daily management and overall performance of the office

Assume designated leadership responsibilities in the Director’s absence

Monitor key office performance indicators, including staffing, recruitment, missed visits, caregiver retention, client satisfaction, and service hours

Identify operational challenges and implement solutions proactively

Participate in staff meetings, performance discussions, and leadership initiatives

Support the Director with strategic planning and execution of office goals

Help establish accountability and ensure team members follow company policies and procedures

Recruiting, Staffing & Scheduling
Take a lead role in recruiting, interviewing, onboarding, and retaining caregivers

Maintain an active pipeline of qualified caregiver candidates

Work closely with the scheduling team to ensure authorized client hours are filled

Monitor open hours and proactively develop strategies to secure coverage

Respond quickly to caregiver call-offs and staffing emergencies

Ensure staffing concerns are escalated appropriately and in a timely manner

Develop strong caregiver-client matches based on client needs, caregiver skills, availability, and compatibility

Monitor caregiver attendance, reliability, performance, and engagement

Assist with coaching, corrective action, and performance management when needed

Identify opportunities to improve caregiver retention and reduce turnover

Client Care & Service Coordination
Conduct client assessments and assist with developing individualized care plans

Serve as a key point of contact for clients and families

Monitor client satisfaction and address concerns promptly

Ensure care plans are properly implemented and updated as client needs change

Conduct routine client check-ins and quality assurance visits

Work with caregivers and families to resolve service concerns

Ensure continuity of care and maintain high standards of service delivery

Business Development & Growth
Work closely with the Director to support office growth initiatives

Develop and maintain relationships with clients, families, referral partners, and community organizations

Identify opportunities to increase referrals and service hours

Participate in community networking and outreach activities

Support initiatives designed to increase revenue, client retention, and market presence

Represent the agency professionally within the Kingston community

Communication, Compliance & Accountability
Maintain clear and timely communication with the Director and office team

Ensure staffing, client, and operational concerns are communicated before they become urgent

Maintain accurate documentation and records

Follow company policies, state regulations, and compliance requirements

Assist with audits, quality assurance, and corrective action initiatives

Maintain confidentiality and professionalism at all times

Qualifications
We are looking for a strong, dependable leader who is ready to take the next step in their career and become an integral part of the office leadership team.

Preferred Experience
2+ years of experience in home care, healthcare, staffing, scheduling, client services, or service operations

Previous leadership, supervisory, or management experience preferred

Experience recruiting, interviewing, onboarding, or retaining employees strongly preferred

Experience with scheduling and/or care management systems

Strong communication and conflict-resolution skills

Demonstrated ability to hold others accountable while maintaining positive relationships

Strong organizational skills and attention to detail

Ability to make decisions, prioritize competing demands, and work independently

Ability to remain calm and solution-focused in a fast-paced environment

Strong relationship-building and customer service skills

Bachelor’s degree in healthcare administration, business administration, social work, or a related field preferred

What We Are Looking For
This position is not simply a scheduling or client services role. We are looking for someone who wants to become a leader.

The ideal candidate is someone who:

Takes ownership rather than waiting to be told what to do

Is comfortable making decisions and solving problems

Can effectively lead and hold others accountable

Understands that staffing and client care are interconnected

Is highly organized and follows through on commitments

Communicates proactively, especially when there is a problem

Can balance the needs of clients, caregivers, employees, and the business

Wants to grow professionally and take on increasing leadership responsibility

Can step in and confidently help lead the office when the Director is unavailable

What We Offer
Competitive salary based on experience

Health, dental, and vision insurance

Health Savings Account (HSA)

Paid time off and holidays

Professional development and leadership growth opportunities

Supportive, mission-driven team culture

Opportunity for advancement into higher-level leadership

Job Details
Job Type: Full-Time

Location: Kingston, PA

Work Setting: In Person