Director of Operations

Home Helpers Home Care; Murray (UT); On-site; USD 105,000 - 140,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Paid time off

Mileage reimbursement

Phone allowance

Direct reporting to ownership

Job summary

Home Helpers Home Care in Utah is seeking an experienced Director of Operations to lead service delivery across four coverage zones, and to build the operating infrastructure needed to support growth. The Director reports to the Owner, supervises four Location Managers, and will establish a single operating standard for intake, scheduling, onboarding, and quality assurance.

Required is five+ years in senior care operations, with proven ability to design scalable processes and manage multi-site

Qualifications

• Five or more years of progressive operations leadership in home care or senior living.
• Experience designing and implementing operations processes with sustained adoption.
• Two+ years of managing managers rather than front-line staff.
• Proven caregiver recruiting and retention results with metrics.
• Understanding of fully loaded labor cost and P&L management.

Responsibilities

• Oversee caregiver staffing, onboarding, and retention against staffing plan across four zones.
• Supervise four Location Managers and standardize operating procedures across locations.
• Manage scheduling, fill rate, and coverage per zone in coordination with client demand.
• Direct billable hours, revenue per hour, and gross margin per caregiver hour; own P&L for all locations.
• Develop weekly and monthly operational scorecards for ownership review.

Skills

Operations leadership

People management

Budgeting / P&L

EVV systems

Recruiting & retention

Education

RN/LPN/CNA credential

Tools

Agency management platform

EVV systems

Job description

Position Summary

Home Helpers Home Care is seeking an experienced Director of Operations to lead service delivery across four coverage zones and to establish the operating infrastructure required to support continued growth. This role carries dual responsibility. The Director is accountable for daily operating performance caregiver staffing, scheduling, location-level financial results, client experience, and compliance while concurrently building the documented systems and standards the organization needs as it scales. Candidates should have a demonstrated record in both areas. Experience managing an established operation, without corresponding experience designing and implementing processes, will not be sufficient for the scope of this position. The position reports to the Owner and directly supervises four Location Managers.

About The Organization

We are a locally owned and operated home care agency providing non-medical in-home care that allows seniors across the Wasatch Front to remain safely and comfortably in their own homes. Services include personal care, companionship, homemaking, and specialized support for Alzheimer's and dementia care. Our four locations exist for a practical reason: caregivers can reliably serve clients within roughly a twenty-minute commute. The zones reflect caregiver geography, not differences in how the business should operate. Each location maintains its own profit-and-loss statement, and consolidated performance rolls up to ownership.

OPERATING CONTEXT

In home care, caregiver availability not client demand is the primary constraint on growth. Industry-wide, approximately three of four caregivers leave their employer within a year, and each unfilled shift represents both a service failure for the family and revenue the business does not recover. The organization is investing in this role on the premise that caregiver retention and shift coverage are operational problems with operational solutions. The Director of Operations will be expected to demonstrate that.

• Caregiver recruiting infrastructure. Establish a documented hiring funnel with measured conversion at each stage: applications received, interviews scheduled, interview attendance, offers extended, hires completed, first shift worked, and ninety-day retention. Current reporting does not identify where candidates are lost.
• A single operating standard across all zones. Document and implement consistent intake, scheduling, onboarding, and quality assurance procedures, to a standard sufficient for a new location to open on them.
• Onboarding and retention program. Build structured caregiver training, consistent client assignment practices, advance schedule publication, and formal retention checkpoints at thirty, sixty, and ninety days.
• Operating scorecard. Develop concise weekly and monthly reporting by zone and in aggregate, sufficient for ownership to assess performance without interpretation.
• Leadership development. Build Location Manager capability to the point of independent zone operation, and establish a defined advancement path from caregiver to lead caregiver to coordinator to Location Manager.

Ongoing Accountabilities

• Caregiver staffing. Own recruiting, onboarding, and retention performance against staffing plan targets in every zone.
• Location leadership. Supervise four Location Managers and hold one consistent operating standard across all locations.
• Scheduling operations. Manage fill rate, call-off response, and backup coverage, balancing caregiver availability against client demand zone by zone.
• Financial performance. Manage billable hours, revenue per hour, and fully loaded gross margin per caregiver hour — inclusive of wages, payroll taxes, workers' compensation, and benefits. Own each locations profit-and-loss results.
• Service delivery and client experience. Monitor on-time arrival, missed visits, and care plan compliance; resolve escalated client and family concerns.
• Compliance and risk. Maintain background check and certification currency, licensure and survey readiness, electronic visit verification (EVV) compliance, and wage-and-hour compliance including compensable travel time between clients.
• Performance reporting. Report operating results against plan on a regular cadence, by zone and consolidated.

Required Qualifications

• Five or more years of progressive operations leadership, including at least three years in home care, home health, hospice, or senior living. Non-medical personal care experience is strongly preferred.
• Demonstrated experience designing and implementing operating processes where none previously existed, including evidence of sustained adoption.
• Two or more years managing managers, rather than front-line staff alone.
• Demonstrated caregiver recruiting and retention results, supported by specific metrics.
• Ability to read and act on a profit-and-loss statement, with working command of fully loaded labor cost rather than wage rate alone.
• Working knowledge of state home care licensure requirements and the survey process.
• Proficiency with an agency management platform and EVV systems. Implementation experience is preferred.
• Sound judgment regarding which matters to resolve independently and which to escape to ownership.
• Effectiveness in an environment where priorities are not predetermined.
• Valid Utah driver's license, reliable insured transportation, and ability to pass required background screening.

Preferred Qualifications

• RN, LPN, or CNA credential
• Prior service as Administrator or Alternate Administrator of record for a licensed agency
• Experience opening a new home care location
• Familiarity with VA Community Care Network or Medicaid waiver programs
• Established referral relationships with Wasatch Front hospitals, skilled nursing facilities, or assisted living communities
• Bilingual English/Spanish

Compensation And Benefits

• Base salary of $105,000 – $140,000, commensurate with multi-site experience and demonstrated results
• Performance bonus of base salary, tied to fill rate, caregiver retention, and gross margin
• Health, dental, and vision coverage; paid time off
• Mileage reimbursement and phone allowance
• Direct reporting relationship to ownership, with corresponding authority over operating decisions

Home Helpers Home Care is a in-home care service that provides top quality in-home care. Our Cared-4 program is a holistic approach to meet the four primary areas of need, helping your loved one stay safe and independent at home. Our team of Caregivers will work with you to fully understand your loved one’s needs and make the best decisions for their quality of life and peace of mind. We are one of the nation’s leading providers of senior care and deliver comprehensive services for clients dealing with a wide variety of conditions and struggles.