Director of Operations - Home Care

Lead With Purpose. Scale With Excellence. Transform Lives.

At Capital City Nurses, a proud member of the Care Advantage family, we believe home care is more than a service-it's a lifeline for families and a mission that demands leadership, compassion, and operational excellence.

Everything we do is grounded in our ICARE Values:

• Integrity – We lead with honesty and do what's right, even when it's hard
• Compassion – We serve patients, families, and one another with empathy and heart
• Accountability – We own results and deliver on our commitments
• Respect – We value every voice-clients, caregivers, and colleagues
• Excellence – We continuously improve, innovate, and raise the standard of care

We are seeking a strategic, high-impact Director of Operations to lead and optimize multi-site performance, elevate client experience, and drive sustainable growth across three critical markets.

The Role: Strategic Operator + People Leader

This is a high-visibility regional leadership role responsible for translating company vision into operational execution.

You will act as:

• A trusted partner to senior leadership
• A coach and developer of branch teams
• A driver of operational performance and service excellence
• A champion of culture and ICARE values across markets

Core Areas of Ownership

1. Leadership, Talent & Culture

You will build and lead a high-performing, mission-driven team.

Responsibilities:

• Oversee hiring strategy, workforce planning, and talent pipeline development
• Lead onboarding programs that drive early success and retention
• Coach, mentor, and develop branch leaders and support staff
• Foster a culture of ownership, urgency, and service excellence
• Ensure ICARE values are embedded into hiring, performance management, and daily operations
• Drive accountability through clear expectations and performance management

Impact: Stronger teams = better care delivery + improved retention

2. Operational Performance & KPIs

You will own the performance engine across all branches.

Key Metrics Include:

• Client retention & satisfaction
• Net Promoter Score (NPS)
• Caregiver retention & turnover
• Hours growth & service utilization
• Time-to-fill for open caregiver roles
• Revenue vs. budget performance

Responsibilities:

• Build and monitor market-specific performance dashboards
• Identify trends, diagnose issues, and implement corrective action plans
• Partner with branch managers to improve underperforming locations
• Drive a data-first decision-making culture

Impact: Predictable, scalable, and high-performing operations

3. Client Experience & Service Excellence

In home care, experience is everything.

Responsibilities:

• Ensure delivery of consistent, high-quality care across all markets
• Personally engage with high-value (Tier A & B) clients to strengthen relationships
• Oversee quality assurance processes and proactive client outreach
• Analyze client feedback and implement continuous improvements
• Address escalations with urgency, empathy, and resolution ownership

Impact: Higher retention, stronger referrals, and brand loyalty

4. Process Optimization & Operational Efficiency

You will lead efforts to simplify, standardize, and scale operations.

Responsibilities:

• Evaluate workflows across branches and implement best practices
• Identify inefficiencies and remove operational bottlenecks
• Improve coordination between scheduling, recruiting, and care delivery teams
• Ensure audit readiness, compliance adherence, and documentation excellence
• Partner with RVP of Operations to define and roll out quality standards

Impact: Faster execution, fewer errors, better outcomes

5. Financial Leadership & Growth Enablement

You will play a key role in ensuring financial health and growth.

Responsibilities:

• Support budget planning and forecasting for each market
• Monitor branch financial performance and drive accountability
• Align staffing, recruiting, and operations to meet growth targets
• Identify opportunities to expand services and improve margins

Impact: Sustainable growth aligned with operational capacity

6. Cross-Functional & Regional Alignment

This is a highly collaborative role.

You'll Partner With:

• Clinical leadership
• Recruiting teams
• HR and compliance
• Scheduling and care coordination teams
• Executive leadership

Responsibilities:

• Lead regular cross-functional meetings to ensure alignment
• Break down silos between offices, departments, and markets
• Ensure consistent communication and execution across regions

Impact: Unified, aligned, and efficient regional operations

What You Bring

Experience

• Bachelor's degree in Healthcare Administration or related field (or equivalent experience)
• 5+ years of leadership in home care, healthcare operations, or multi-site service environments
• Experience managing multiple locations or markets
• Strong understanding of:
• • Home care delivery models
  • Workforce management
  • Client service operations

Leadership Strengths

• Proven ability to lead through influence, not just authority
• Strong decision-making in fast-paced, ambiguous environments
• Experience building and scaling high-performing teams
• Data-driven mindset with strong analytical capabilities
• Exceptional communication and stakeholder management skills

Personal Attributes

• High accountability and ownership mindset
• Strong emotional intelligence and client-first approach
• Adaptability and resilience in a dynamic environment
• Passion for improving lives through service

Why This Role Matters

This role is at the center of everything:

• Client care quality
• Employee experience
• Operational performance
• Business growth

Your leadership will directly impact both lives and results.

What We Offer

• Competitive salary and performance incentives
• Career growth within a rapidly expanding organization
• Leadership visibility and strategic influence
• A mission-driven culture rooted in ICARE values
• The opportunity to shape the future of home care delivery

Final Thought

If you are:

• A builder of teams
• A driver of results
• A leader who values people as much as performance

This is your opportunity to make a meaningful, measurable impact. Apply today and lead with ICARE.

Location: 20001, 20002, 20003, 20004, 20005, 20006, 20007, 20008, 20009, 20010, 20011, 20012, 20015, 20016, 20017, 20018, 20019, 20020, 20024, 20032,
20170, 20171, 20190, 20191, 20740, 20742, 20770, 20783, 20784, 20814, 20815, 20816, 20817, 20832, 20833, 20850, 20851, 20852, 20853, 20854, 20855, 20877, 20878, 20879, 20901, 20902, 20903, 20904, 20905, 20906, 22030, 22031, 22032, 22101, 22102, 22150, 22151, 22152, 22153, 22201, 22202, 22203, 22204, 22301, 22302, 22304, 22305, 22314