Client Services Director

Visiting Angels Greater Philadelphia; Philadelphia (Philadelphia County); On-site; USD 100,000 - 140,000; Full time

Job summary

Visiting Angels Greater Philadelphia is seeking a Client Services Director to lead people, solve complex challenges, and deliver exceptional client and caregiver experiences in a fast-paced, on-site Philadelphia environment.

You will oversee Operations, Wellness, HR, and Marketing as a unified team, mentor leaders, and build a culture of excellence, accountability, and compassionate service for seniors and their families.

Qualifications

• Bachelor's degree preferred.
• 10+ years leading people and service operations in healthcare, hospitality, luxury hospitality, or another client-focused industry.
• Proven experience managing managers and leading diverse teams in high-pressure environments.
• A track record of building strong teams and improving operational performance.
• Exceptional problem-solving and decision-making skills.
• Strong emotional intelligence and the ability to navigate sensitive conversations with clients, families, and team members.
• Strong communication, coaching, and relationship-building skills.
• Technical proficiency with Microsoft Office and scheduling/CRM systems.
• Flexibility to support the team during occasional evenings or weekends.
• Willingness to participate in on-call responsibilities.

Responsibilities

• Provide leadership and direction to the overall office team, including Operations, Wellness, and HR, with Marketing as a dotted-line function.
• Develop and mentor leaders and team members across the organization.
• Build a collaborative, accountable, and solutions-focused culture.
• Serve as a visible cheerleader and supporter for all office functions.
• Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions.
• Coordinate hundreds of moving parts to ensure the right support is in place at the right time.
• Help solve daily operational challenges, including client/caregiver matching and continuity of care.
• Partner with the Recruitment team to support strong hiring decisions and talent acquisition.
• Support the Wellness team with assessment and supervisory visits when needed.
• Lead with a Client First mindset; monitor satisfaction metrics and address escalations.
• Elevate every touchpoint of client and caregiver experience.
• Ensure families and team members feel heard, valued, supported.

Skills

Leadership

Operations

Client service

Relationship building

Emotional intelligence

Problem solving

Coaching

Communication

Education

Bachelor's degree preferred

Tools

Microsoft Office

CRM systems

Job description

Lead People. Solve Challenges. Create Impact. Build Your Legacy.

Location: Philadelphia, PA — On-Site

Employment Type: Full-Time, Exempt

Turn Complexity Into Impact—With People at the Center

At Visiting Angels, exceptional care is built on empathy and exceptional leadership.

We are seeking a Client Services Director who knows how to lead people, solve complex challenges, build strong relationships, and create an environment where both clients and team members thrive.

This is a high-impact leadership opportunity for an experienced service and operations leader who is energized by complexity and motivated by the opportunity to build something meaningful—both professionally and personally.

If you have led teams in hospitality, luxury hotels, healthcare, senior living, or another high-touch service environment, we want to hear from you.

Leaders with experience at organizations such as Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, and other premier hospitality brands are strongly encouraged to apply.

You may be coming from a hotel General Manager, Director of Operations, Rooms Division, Guest Services, or Hospitality Management background. If you understand how to lead people, deliver an exceptional client experience, manage competing priorities, and create order in a fast-moving environment, your experience may translate exceptionally well to this role.

This is not simply an operations position.

It is a leadership opportunity for someone who wants to care, grow, build a career, increase their earning potential, and create a lasting legacy.

This is a fully on-site role based in Philadelphia, PA.

Who You Are

• A proven leader with experience managing service, care, hospitality, or client-focused teams
• Comfortable managing complexity and solving problems others may find overwhelming
• Skilled at building relationships while also holding teams accountable
• Calm, composed, and decisive in high-pressure or emotionally sensitive situations
• A natural coach, mentor, and culture builder
• Someone who sees the big picture but is willing to roll up your sleeves and get involved
• Enterprising and ambitious—motivated to build a meaningful career, create a future for your family, and leave a legacy of your own

Lead, Inspire & Develop a High-Performing Team

• Provide leadership and direction to the overall office team, including Operations, Wellness, and HR, with Marketing as a dotted-line function
• Develop and mentor leaders and team members across the organization
• Build a collaborative, accountable, and solutions-focused culture
• Serve as a visible cheerleader and supporter for all office functions

Lead Operations With Precision

• Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions
• Coordinate hundreds of moving parts to ensure the right support is in place at the right time
• Help solve daily operational challenges, including client/caregiver matching and continuity of care
• Partner with the Recruitment team to support strong hiring decisions and talent acquisition
• Support the Wellness team with assessment and supervisory visits when needed

Champion the Client & Caregiver Experience

• Lead with a Client First mindset
• Monitor satisfaction metrics and address escalations with empathy, urgency, and professionalism
• Elevate every touchpoint of the client and caregiver experience
• Ensure families and team members feel heard, valued, and supported

Solve Problems & Improve Systems

• Identify gaps in processes, systems, and workflows
• Design and implement smarter, more effective solutions
• Break complex challenges into manageable, actionable steps
• Anticipate issues before they become problems and create sustainable solutions

Build Alignment Across Teams

• Collaborate with other Visiting Angels offices and cross-functional teams to leverage best practices and synergies
• Create alignment across departments and ensure shared accountability for client outcomes
• Step in and support the team wherever needed
• Participate in an on-call rotation approximately every 2–3 weeks

Protect Compliance, Quality & Trust

• Uphold industry standards, state regulations, and quality documentation requirements
• Maintain consistency and reliability in the delivery of services
• Protect the trust that families place in Visiting Angels every day

What You Bring

• Bachelor's degree preferred
• 10+ years of experience leading people and service operations in healthcare, hospitality, luxury hospitality, senior living, or another client-focused industry
• Proven experience managing managers and leading diverse teams in high-pressure environments
• A track record of building strong teams and improving operational performance
• Exceptional problem-solving and decision-making skills
• Strong emotional intelligence and the ability to navigate sensitive conversations with clients, families, and team members
• Strong communication, coaching, and relationship-building skills
• Technical proficiency with Microsoft Office and scheduling/CRM systems
• Flexibility to support the team during occasional evenings or weekends
• Willingness to participate in on-call responsibilities

Hospitality Leaders: Your Experience Matters Here

If you have built your career in luxury hospitality or hotel operations, you already understand many of the skills this role demands:

• Leading people. Delivering exceptional service. Managing complexity. Resolving escalations. Creating consistency. Building a culture of excellence.
• Experience with Marriott, Ritz-Carlton, Four Seasons, Hilton, Hyatt, and other high-end hospitality organizations is highly relevant and strongly encouraged.

Why Join Visiting Angels?

Because your leadership will directly impact lives.

Every team member you develop, every challenge you solve, and every process you improve helps create better days for seniors and their families.

At Visiting Angels, this is more than a job. It is an opportunity to:

• Lead with purpose
• Build and develop a high-performing team
• Solve meaningful, complex challenges
• Create a culture of excellence and compassion
• Grow your career and earning potential
• Build a legacy that matters

We are looking for a leader who is ready for bigger and better things—professionally, personally, and financially.

If you are a proven people leader from healthcare, hospitality, or luxury hotel operations and are ready to make a meaningful impact, we want to meet you.

ALL APPLICANTS MUST BE ABLE TO PROVIDE PROOF OF VACCINATION.