<p>The Senior Director of Operations is a key executive leader responsible for the strategic and day-to-day oversight of the Human Resources, Payroll, and Customer Service departments within a rapidly growing home care agency. This individual plays a vital role in ensuring operational excellence across these departments, enhancing the client and caregiver experience, and aligning internal functions with the agency's mission and growth goals.</p> <p>Key Responsibilities:</p> <p>Customer Service Leadership</p> <ul> <li>Develop, implement, and oversee a comprehensive customer service strategy to ensure a consistently exceptional client experience from intake through ongoing care. </li><li>Lead, mentor, and manage a team of customer service professionals focused on responsiveness, empathy, and accountability. </li><li>Monitor service metrics, implement performance improvements, and resolve escalated client issues. </li><li>Collaborate cross-functionally with clinical and operations teams to optimize client service delivery. </li></ul> <p>Human Resources Oversight</p> <ul> <li>Provide strategic leadership and operational guidance across all HR functions, including talent acquisition, employee relations, compliance, performance management, compensation, and benefits. </li><li>Develop and implement HR policies and systems that promote a positive and compliant work environment. </li><li>Support organizational development, employee engagement, and workforce planning initiatives. </li><li>Ensure compliance with all applicable federal, state, and local employment laws and regulations. </li></ul> <p>Payroll Operations Management</p> <ul> <li>Oversee all aspects of payroll processing for a multi-state caregiver workforce, ensuring accuracy, timeliness, and compliance. </li><li>Identify and implement process improvements to optimize payroll efficiency and caregiver satisfaction. </li><li>Maintain expert knowledge of federal and state payroll regulations and labor laws. </li><li>Partner with HR to ensure seamless payroll and benefits integration. </li></ul> <p>Qualifications</p> <ul> <li>Bachelor's degree in business administration, Human Resources, Healthcare Administration, or related field (Master's preferred). </li><li>Minimum 5 years of progressive leadership experience in operations, with a strong focus on HR, Payroll, and Customer Service. </li><li>Prior experience in the home care or broader healthcare industry is highly preferred. </li><li>Strong knowledge of federal and state labor laws, HR best practices, and payroll regulations. </li><li>Proven track record in developing high-performing teams and delivering operational improvements. </li><li>Exceptional leadership, communication, and problem-solving skills. </li><li>High emotional intelligence with a client- and caregiver-centered mindset. </li></ul> <p>What We Offer</p> <ul> <li>Competitive salary and performance-based bonuses </li><li>Comprehensive benefits package (health, dental, vision, 401k, etc.) </li><li>Opportunities for professional growth and advancement </li><li>A mission-driven work environment with a passionate, supportive team </li></ul>