In-Home Care Field Operations Manager

Pet and Home Care; Urbana (MD); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision Insurance

401(k) with match

Paid Time Off

Biweekly Direct Deposit

Discounted pet care

Job summary

The In-Home Care Manager at Pet and Home Care runs our field operation, overseeing hundreds of visits weekly across two Maryland counties with a team of 30+ sitters and five Care Coordinators handling scheduling and client communication. This is a true management role reporting to the CEO, with authority over coverage decisions, performance coaching, and standards our clients count on.

You will lead the coordinators, optimize scheduling, manage escalations, and ensure exceptional client

Qualifications

• 3+ years managing a team of 15+ in field/mobile operations.
• Experience with performance management and documented coaching.
• Ability to make coverage decisions under time pressure.
• Strong organizational skills and attention to detail.
• Familiarity with Montgomery and Frederick counties.
• Valid driver's license, insured vehicle, and clean background check.

Responsibilities

• Lead and develop a team of Care Coordinators.
• Own daily coverage across zones and handle last-minute call-outs.
• Oversee sitter assignments by proximity and client preference.
• Audit visit quality using GPS logs and client feedback.
• Report weekly to CEO on coverage, staffing, and risks.
• Maintain secure key handling and client files.

Skills

Team Leadership

Performance Coaching

Scheduling Oversight

Client Escalation

Field Operations

Google Workspace

Driver's License

Tools

Time To Pet

Scheduling Software

Job description

The In-Home Care Manager runs our field operation. You own the daily rhythm of hundreds of visits a week across two counties, a team of more than 30 professional pet sitters, and five Care Coordinators who handle scheduling and client communication.

This is a true management role, not a coordinator role. You will make coverage decisions, coach and correct performance, resolve escalated client issues, and own the standards our clients count on. You report directly to the CEO and have real authority over how the department runs.

Key Responsibilities

Team Leadership and Performance

• Lead and develop a team of five Care Coordinators, holding a regular one-on-one cadence with each
• Own performance management for field staff, including coaching, documented corrective action, and hiring recommendations
• Set and enforce standards for visit quality, photo documentation, medication administration, and client communication
• Build a culture where sitters feel supported in the field and clear on what is expected
• Partner with the Director of People and Communications on policy, documentation, and anything touching employment risk

Coverage and Scheduling Oversight

• Own daily coverage across all zones in Montgomery and Frederick counties, including last-minute call-outs and emergencies
• Oversee sitter assignments based on availability, proximity, geography, and client preference
• Manage holiday and peak-season capacity planning, including booking selectivity and waitlists
• Approve time-off requests against coverage needs

Client Experience and Escalation

• Serve as the final internal escalation point for client concerns before the CEO
• Recover at-risk client relationships with professionalism and urgency
• Audit visit quality through GPS logs, visit notes, photos, and client feedback
• Identify service trends and act on them before they become complaints

Operations and Process

• Own secure key handling, labeling, and field logistics
• Maintain accurate client files, pet profiles, and care instructions
• Recommend and implement process improvements, then document them so they survive turnover
• Report weekly to the CEO on coverage, staffing, client health, and open risks

What We Are Looking For

You are a calm, decisive, solutions-oriented leader who is comfortable managing people you cannot see. You have run field teams before and you know that the hardest part is not scheduling, it is accountability at a distance. You document. You follow through. You do not need to be chased.

Required Qualifications

• 3+ years managing a team of 15 or more, ideally field-based, mobile, or distributed
• Direct experience with performance management, including documented coaching and corrective action
• Proven ability to make confident coverage and staffing decisions under time pressure
• Strong organizational skills and genuine attention to detail
• Excellent familiarity with Montgomery and Frederick counties
• Proficient in Google Workspace and comfortable learning scheduling software quickly
• Valid driver's license, reliable insured vehicle, and clean background check

Preferred Qualifications

• Background in home health care, home services, field service dispatch, or another mobile-workforce industry
• Experience with Time To Pet or a comparable scheduling and dispatch platform
• Track record of reducing turnover on a high-churn teams
• Conflict resolution and client relationship recovery skills
• Pet services experience is welcome but not required. We can teach pets. We cannot teach judgment.

What Is Hard About This Job

We would rather you know now than in month three:

• Pets do not observe business hours. Emergencies happen at 6am, on holidays, and on Sunday nights, and you are the escalation point.
• You are managing people you do not often see in person. Accountability has to be built through systems and documentation, not hallway conversations.
• Turnover in this industry is real. Part of your job is minimizing it.
• You are inheriting a department mid-restructure. Some processes are strong and documented. Others need to be built.

If that sounds energizing to you, let’s talk!

Why You Will Love It Here

• Consult directly with the CEO while maintaining real autonomy over how your department runs
• A 27-year-old business with 15,000+ clients served and a strong reputation within the community
• Documented systems, training trackers, and playbooks already built for you to work from
• A mission-driven team that values compassion, professionalism, and consistency
• Health, dental, and vision insurance
• 40 hours Paid Time Off annually (prorated based on hire date)
• 401(k) with employer match
• Biweekly direct deposit
• 20% discount at The Green K9 Urbana
• Discounted pet care for your own fur babies
• Performance bonus tied to client retention and staffing stability