Director of Operations

Loxo; Woburn, Northern (MA, KY); Hybrid; USD 77,000 - 94,000; Full time

Benefits offered by this job

Paid Time Off

Professional Growth Within a Rapidly G

Job summary

Loxo in Greater Boston is seeking a Director of Operations / Market Leader to guide growth, build teams, and strengthen referral relationships in a dynamic home care setting. This is a hands-on leadership role focused on accountability, performance, and scalable operations.

The role partners with ownership to drive operational excellence, client satisfaction, and caregiver development while expanding market presence across the Greater Boston area.

Qualifications

• 5+ years of leadership experience.
• Proven operational management experience.
• Experience managing people, performance, and accountability.
• Strong communication and relationship-building skills.
• Ability to lead through change and growth.
• KPI and scorecard management experience.
• KPI and scorecard management experience is essential.
• Valid driver’s license and reliable transportation.

Responsibilities

• Lead, coach, and develop office staff and caregivers.
• Create accountability through KPIs, scorecards, and performance expectations.
• Foster a culture focused on teamwork, professionalism, accountability, and excellence.
• Support recruiting, retention, onboarding, and employee engagement initiatives.
• Develop future leaders within the organization.
• Conduct performance management, coaching, and employee development activities.
• Oversee daily office operations.
• Ensure client schedules are fully staffed and operationally efficient.
• Monitor service quality and client satisfaction.
• Support care coordination and service delivery efforts.
• Identify operational challenges and implement solutions.
• Lead process improvement initiatives to enhance efficiency and performance.
• Ensure consistent execution of company policies and procedures.
• Build strong relationships with clients, families, and caregivers.
• Conduct client visits and caregiver visits.
• Resolve escalated service concerns professionally and effectively.
• Improve caregiver engagement, retention, and overall satisfaction.
• Ensure a high-quality experience at every stage of the client journey.
• Promote a culture of exceptional customer service and responsiveness.
• Develop and maintain relationships with referral partners throughout the community.
• Meet regularly with hospitals, rehabilitation facilities, skilled nursing facilities, assisted living communities, social workers, case managers, elder law attorneys, and community organizations.
• Represent the organization professionally throughout the marketplace.
• Support business development initiatives and growth opportunities.
• Strengthen referral source partnerships and community presence.
• Monitor operational KPIs and performance metrics.
• Track staffing performance, caregiver retention, and client satisfaction.
• Analyze revenue, client growth, and retention trends.
• Drive accountability across all areas of the organization.
• Collaborate with ownership to achieve strategic growth objectives.
• Support revenue growth, profitability, and operational excellence.

Skills

Leadership

Operations Management

People Development

KPIs & Metrics

Client Relationships

Education

Bachelor's Degree

Job description

Salary: Starting at $85,000 depending on experience plus Performance-Based Bonus Opportunity

Our client, one of Massachusetts' fastest-growing home care organizations, is seeking an experienced and driven Director of Operations / Market Leader to help lead the next phase of growth across the Greater Boston market.

This is not a traditional office management role. This is an opportunity for a proven leader who thrives on building teams, developing people, strengthening referral relationships, solving operational challenges, and driving business performance.

The ideal candidate is equal parts operator, coach, problem-solver, and relationship-builder who enjoys creating accountability, improving outcomes, developing future leaders, and helping a growing organization scale.

What Makes This Role Unique

Opportunity to Help Build Something Special

This is a leadership position for someone who wants a seat at the table and the opportunity to directly influence the future of a growing healthcare organization.

People, Operations & Growth

Lead the operational, staffing, client service, and business development efforts that drive organizational success.

Work directly with ownership while overseeing key aspects of daily operations, team development, client satisfaction, and market growth.

Meaningful Impact

Every decision you make impacts clients, caregivers, employees, and families throughout the communities we serve.

Key Responsibilities

• Lead, coach, and develop office staff and caregivers
• Create accountability through KPIs, scorecards, and performance expectations
• Foster a culture focused on teamwork, professionalism, accountability, and excellence
• Support recruiting, retention, onboarding, and employee engagement initiatives
• Develop future leaders within the organization
• Conduct performance management, coaching, and employee development activities

Operations Management

• Oversee daily office operations
• Ensure client schedules are fully staffed and operationally efficient
• Monitor service quality and client satisfaction
• Support care coordination and service delivery efforts
• Identify operational challenges and implement solutions
• Lead process improvement initiatives to enhance efficiency and performance
• Ensure consistent execution of company policies and procedures

Client & Caregiver Experience

• Build strong relationships with clients, families, and caregivers
• Conduct client visits and caregiver visits
• Resolve escalated service concerns professionally and effectively
• Improve caregiver engagement, retention, and overall satisfaction
• Ensure a high-quality experience at every stage of the client journey
• Promote a culture of exceptional customer service and responsiveness

Community Relations & Referral Development

• Develop and maintain relationships with referral partners throughout the community
• Meet regularly with:
• Hospitals
• Rehabilitation Facilities
• Skilled Nursing Facilities
• Assisted Living Communities
• Social Workers
• Case Managers
• Elder Law Attorneys
• Community Organizations
• Represent the organization professionally throughout the marketplace
• Support business development initiatives and growth opportunities
• Strengthen referral source partnerships and community presence

Business Performance & Accountability

• Monitor operational KPIs and performance metrics
• Track staffing performance, caregiver retention, and client satisfaction
• Analyze revenue, client growth, and retention trends
• Drive accountability across all areas of the organization
• Collaborate with ownership to achieve strategic growth objectives
• Support revenue growth, profitability, and operational excellence

  What Success Looks Like

  • Increased client census
  • Improved caregiver retention
  • Stronger referral source relationships
  • Improved staffing performance
  • Higher client satisfaction
  • Greater operational accountability
  • Revenue growth and profitability

  Success will be measured by outcomes, leadership, execution, and team development.

  Qualifications

  Required

  • 5+ years of leadership experience
  • Proven operational management experience
  • Experience managing people, performance, and accountability
  • Strong communication and relationship-building skills
  • Ability to lead through change and growth
  • KPI and scorecard management experience
  • Strong organizational, analytical, and problem-solving abilities
  • Valid driver's license and reliable transportation

  Preferred

  • Bachelor's Degree
  • Experience in:
  • Home Care
  • Home Health
  • Hospice
  • Assisted Living
  • Skilled Nursing
  • Senior Living
  • Healthcare Operations
  • Healthcare Business Development

  Candidates with strong healthcare leadership experience from related industries are encouraged to apply.

  • Paid Time Off
  • Professional Growth Within a Rapidly Growing Organization

  Why Join This Organization?

  This is an opportunity to help build something special.

  You won't be stepping into a maintenance role. You'll be joining a leadership team committed to growth, innovation, accountability, and excellence.

  If you want the opportunity to make an impact, develop people, drive growth, and help shape the future of a growing healthcare organization, we'd love to hear from you.