Operations Manager Reports To:

Owner / Administrator Position Summary The Operations Manager is responsible for ensuring the smooth day-to-day operation of the agency by leading office staff, supporting caregivers, delivering exceptional client service, and maintaining efficient operational processes. This individual serves as the central point of coordination between clients, caregivers, office staff, and ownership to ensure the agency consistently provides reliable, compassionate, and high-quality care. The Operations Manager is expected to solve problems proactively, lead by example, develop employees, and create a positive culture centered on accountability, teamwork, and service excellence. Primary ResponsibilitiesDaily Operations Oversee the day-to-day operation of the office. Ensure all client shifts are staffed appropriately. Monitor scheduling efficiency and resolve staffing challenges. Manage daily office workflow and priorities. Respond to operational issues quickly and professionally. Maintain accurate documentation and records including CAHC compliance. Staff Leadership Supervise and coach scheduling coordinators and office staff. Conduct regular one-on-one meetings with employees. Train new office employees. Provide ongoing coaching and performance feedback. Assist with performance improvement plans when necessary. Foster a positive, collaborative office culture. Client Experience Ensure clients receive outstanding customer service. Resolve client concerns promptly. Conduct quality assurance and satisfaction follow-up calls. Monitor client satisfaction and retention. Caregiver Support Oversee recruiting to ensure adequate staffing. Support caregiver onboarding and orientation. Assist in resolving caregiver concerns and scheduling conflicts. Promote caregiver engagement and recognition. Assist in reducing caregiver turnover through effective communication and support. Scheduling & Staffing Oversee scheduling processes to maximize consistency of care. Monitor open shifts and staffing shortages. Improve scheduling efficiency while minimizing overtime. Ensure timely communication regarding schedule changes. Develop contingency plans for call-offs and emergencies. Financial & Operational Performance Monitor labor utilization and overtime. Assist in achieving agency revenue and profitability goals. Review operational reports and identify opportunities for improvement. Help manage office expenses. Ensure payroll information is accurate and submitted on time. Compliance Ensure compliance with company policies, state regulations and accreditation. Support employee file maintenance and required documentation. Support licensing and audit preparation. Monitor adherence to HIPAA and confidentiality standards where applicable. Key Performance Indicators (KPIs) The Operations Manager will be evaluated on: Client Metrics Ensure client concerns are addressed within 4 hours or same day Number of unresolved client issues Caregiver Metrics Caregiver retention Caregiver satisfaction Open shifts Call-offs Time-to-fill open shifts Caregiver attendance Scheduling Metrics Fill rate Schedule accuracy Overtime percentage Same-day staffing success Weekend staffing coverage Financial Metrics Weekly caregiving hours Gross margin Payroll accuracy Office overtime Revenue growth (supporting role) Leadership Metrics Employee engagement Office staff development Training completion Achievement of departmental goals QualificationsRequired 3+ years of management or supervisory experience. Excellent organizational skills. Proven track record of conflict resolution strategies. - Give examples of conflict resolution Ability to multitask in a fast-paced environment. - While maintaining composure Proficiency and experience with Microsoft Office, AI, Google Suite and scheduling software. Strong customer service skills. Preferred Experience in home care, healthcare, staffing, or senior services. Experience leading office teams. Familiarity with electronic scheduling and care management software. Core Competencies Leadership Accountability Problem Solving Organization Communication Customer Service Team Building Time Management Decision Making Adaptability Emotional Intelligence Attention to Detail Success in This Role An outstanding

Operations Manager:

Keeps the office running smoothly, even during challenging situations. Anticipates problems before they affect clients. Builds trust with caregivers and office staff. Develops employees into stronger leaders. Creates consistency in processes and communication. Makes decisions based on data while balancing compassion for clients and caregivers. Demonstrates professionalism, integrity, and accountability in every interaction. Physical Requirements Primarily office-based with occasional travel to client homes, community events, or referral meetings. Ability to sit, stand, use computers, and communicate by phone for extended periods. Ability to respond to urgent operational issues outside normal business hours when necessary.

Job Type:

Full-time Pay:

$62,000.00 - $78,000.00 per year

Benefits:

Dental insurance Family leave Health insurance Mileage reimbursement Paid time off Retirement plan Vision insurance Ability to

Commute:

Wayne, NJ 07470 (Required)

Work Location:

In person