Care Team Experience Manager

Job Title: Care Team Experience Manager

Job Summary:The Care Team Experience Manager is responsible for managing our care giving staff and supervising and coordinating scheduling operations to ensure high-quality, consistent service. This role blends care management, team leadership, and workforce scheduling to optimize client satisfaction, caregiver engagement, and operational efficiency.

Key Responsibilities:

• Caregiver Management
  • Overall management of the caregivers including performance improvement and development, and verification of caregiver training programs in collaboration with ownership.
  • Manage and possibly discipline all caregivers who regularly call out, experience late arrivals and/or early departures, and continuously refuse assignments; take appropriate action working with the ownership, based on company policies.
  • Conduct quality assurance site checks of each caregiver to ensure care plans are being implemented correctly, policies and procedures are adhered to, and all job duties are performed in a manner that is satisfactory and meets the Senior Helpers brand expectations.
  • Creates moral-building recognition programs for the caregivers, such as Caregiver of the Month, acknowledgments of high-level performances, and training completions.
  • Submit weekly reports and participate in daily huddles and weekly recap meetings.
  • Match caregivers to clients based on skills, personality, and care needs. Ensure that applicants have been adequately screened and that orientation/ hiring sessions are comprehensive, according to standards, and conducted for all new hires.
• Scheduling & Staffing Management
  • Oversee scheduling team (3 direct reports) to create, manage, and maintain client schedules to ensure full coverage of all shifts
  • Coordinate last-minute caregiver call-outs, schedule changes, and emergency staffing needs with scheduling team members
  • Optimize schedules to balance client needs, caregiver availability, and labor efficiency
  • Track and manage overtime, travel time, and scheduling conflicts
  • Use scheduling software to ensure accurate, real-time updates and documentation
• Operations & Compliance
  • Ensure compliance with company policies, state regulations, and industry standards
  • Maintain accurate client and employee records, including care notes and schedules
  • Collaborate with teams including, operations, client services, human resources, finance, business development, marketing, etc.
  • Report to Operations Executive and follow strategic directives to achieve the company’s goals

Skills & Competencies:

• Strong organizational and multitasking abilities
• Excellent problem-solving skills, especially under time-sensitive conditions
• Strong interpersonal and communication skills
• Ability to manage both people and logistics effectively
• Solution-oriented with high accountability
• Calm under pressure, especially when dealing with last-minute staffing changes

Qualifications:

• Bachelor’s degree in Business Management, Operations, or other relevant fields, highly preferred
• 2+ years experience, ideally in care management or home care industries
• Prior experience in staff scheduling, workforce coordination, or operations strongly preferred
• Knowledge of home care regulations and best practices
• Proficiency in scheduling software and electronic records systems

Work Environment:

• Office-based position in Irvine, CA (M-F 9:00 AM to 5:30 PM)
• Frequent communication via phone and software systems
• Field visits, based on business needs
• On-call or after-hours availability may be required for urgent scheduling needs
• Ability to work with tools such as the Microsoft suite, Wellsky or similar CRMs, Slack, Docusign, Canva, Hireology, Indeed, etc.

Compensation and Benefits Package:

• $55,000 annual salary or commensurate with experience and skill level, as well as other factors
• Bi-weekly and Quarterly performance bonus opportunities
• 1 week paid vacation plus 11 days paid (holidays and sick days) time off
• Employer contribution to health insurances (medical, dental, and vision) plus ability to participate in voluntary insurances (short-term disability, AD&D, hospital confinement, critical illness, and whole life)
• 401k plan
• $40/month technology stipend
• Access to company vehicle
• Advancement and growth opportunities
• Positive workplace culture, Great Place to Work certified 7 times in a row!

IND601