POSITION SUMMARY
Home Helpers Home Care is seeking an experienced Director of Operations to lead service delivery across
four coverage zones and to establish the operating infrastructure required to support continued growth.
This role carries dual responsibility. The Director is accountable for daily operating performance caregiver
staffing, scheduling, location-level financial results, client experience, and compliance while concurrently
building the documented systems and standards the organization needs as it scales. Candidates should have
a demonstrated record in both areas. Experience managing an established operation, without corresponding
experience designing and implementing processes, will not be sufficient for the scope of this position.
The position reports to the Owner and directly supervises four Location Managers.
ABOUT THE ORGANIZATION
We are a locally owned and operated home care agency providing non-medical in-home care that allows
seniors across the Wasatch Front to remain safely and comfortably in their own homes. Services include
personal care, companionship, homemaking, and specialized support for Alzheimer's and dementia care.
Our four locations exist for a practical reason: caregivers can reliably serve clients within roughly a twenty-
minute commute. The zones reflect caregiver geography, not differences in how the business should operate.
Each location maintains its own profit-and-loss statement, and consolidated performance rolls up to
ownership.
OPERATING CONTEXT
In home care, caregiver availability not client demand is the primary constraint on growth. Industry-wide,
approximately three of four caregivers leave their employer within a year, and each unfilled shift represents
both a service failure for the family and revenue the business does not recover.
The organization is investing in this role on the premise that caregiver retention and shift coverage are
operational problems with operational solutions. The Director of Operations will be expected to demonstrate
that.
• Caregiver recruiting infrastructure. Establish a documented hiring funnel with measured conversion at
each stage: applications received, interviews scheduled, interview attendance, offers extended, hires
completed, first shift worked, and ninety-day retention. Current reporting does not identify where
candidates are lost.
• A single operating standard across all zones. Document and implement consistent intake, scheduling,
onboarding, and quality assurance procedures, to a standard sufficient for a new location to open on
them.
• Onboarding and retention program. Build structured caregiver training, consistent client assignment
practices, advance schedule publication, and formal retention checkpoints at thirty, sixty, and ninety
days.
• Operating scorecard. Develop concise weekly and monthly reporting by zone and in aggregate, sufficient
for ownership to assess performance without interpretation.
• Leadership development. Build Location Manager capability to the point of independent zone
operation, and establish a defined advancement path from caregiver to lead caregiver to coordinator to
Location Manager.
ONGOING ACCOUNTABILITIES
• Caregiver staffing. Own recruiting, onboarding, and retention performance against staffing plan targets
in every zone.
• Location leadership. Supervise four Location Managers and hold one consistent operating standard
across all locations.
• Scheduling operations. Manage fill rate, call-off response, and backup coverage, balancing caregiver
availability against client demand zone by zone.
• Financial performance. Manage billable hours, revenue per hour, and fully loaded gross margin per
caregiver hour — inclusive of wages, payroll taxes, workers' compensation, and benefits. Own each
locations profit-and-loss results.
• Service delivery and client experience. Monitor on-time arrival, missed visits, and care plan compliance;
resolve escalated client and family concerns.
• Compliance and risk. Maintain background check and certification currency, licensure and survey
readiness, electronic visit verification (EVV) compliance, and wage-and-hour compliance including
compensable travel time between clients.
• Performance reporting. Report operating results against plan on a regular cadence, by zone and
consolidated.
REQUIRED QUALIFICATIONS
• Five or more years of progressive operations leadership, including at least three years in home care,
home health, hospice, or senior living. Non-medical personal care experience is strongly preferred.
• Demonstrated experience designing and implementing operating processes where none previously
existed, including evidence of sustained adoption.
• Two or more years managing managers, rather than front-line staff alone.
• Demonstrated caregiver recruiting and retention results, supported by specific metrics.
• Ability to read and act on a profit-and-loss statement, with working command of fully loaded labor cost
rather than wage rate alone.
• Working knowledge of state home care licensure requirements and the survey process.
• Proficiency with an agency management platform and EVV systems. Implementation experience is
preferred.
• Sound judgment regarding which matters to resolve independently and which to escalate to ownership.
• Effectiveness in an environment where priorities are not predetermined.
• Valid Utah driver's license, reliable insured transportation, and ability to pass required background
screening.
PREFERRED QUALIFICATIONS
• RN, LPN, or CNA credential
• Prior service as Administrator or Alternate Administrator of record for a licensed agency
• Experience opening a new home care location
• Familiarity with VA Community Care Network or Medicaid waiver programs
• Established referral relationships with Wasatch Front hospitals, skilled nursing facilities, or assisted living
communities
• Bilingual English/Spanish
COMPENSATION AND BENEFITS
• Base salary of $105,000 – $140,000, commensurate with multi-site experience and demonstrated results
• Performance bonus of base salary, tied to fill rate, caregiver retention, and gross margin
• Health, dental, and vision coverage; paid time off
• Mileage reimbursement and phone allowance
• Direct reporting relationship to ownership, with corresponding authority over operating decisions
Supplemental pay
- Bonus pay
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)