Senior Director, Central Operations

Remote
Full Time
Corporate
Executive

 

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.


Job Summary:

The Central Operations Senior Director will be responsible for the identification, evaluation and implementation of enterprise solutions that drive efficiency, experience and quality improvements for our organization and key stakeholders.  This role will also be responsible for the management of Central Operations vendor business partners, both on and offshore in support of optimized broad scale solutions that enhance service and reduce costs.  This role will leverage data-driven strategies to streamline process and work to implement change through technology automation, people and process.  The ideal candidate is a collaborative leader with deep operations experience, understanding process improvement methodologies, and business analytics. This candidate also must have the ability to implement and drive change to achieve baseline results quickly, while building for the future.  Responsible for implementing improvements while maintaining elevated levels of caregiver, client, and partner satisfaction. 

This senior leadership position is critical to the stabilization and performance of the operations and will be foundational for future growth and differentiation within the markets.

As a People Leader:

  • You lead with empathy, vulnerability, and honesty.
  • Must have a love of learning.
  • Endless curiosity and an enthusiasm for continuous improvement
  • Team-first mindset
  • Empower and inspire full time associates through coaching.
  • Hold others to high standard.
  • Knows how and when to celebrate success.
Essential Duties and Responsibilities:
  • Leadership and Strategy:
    • Provide leadership direction and execution on the implementation of both immediate and longer-term strategies for Central Operations, focusing on delivering optimized service experience to key stakeholders while reducing operating costs. 
    • Lead, mentor, and develop a high-performing team of Analysts and Managers within reporting, analytics and operations.
    • Meet with Market, Caregiver and Operations Leadership to understand unique needs, evaluate and recommend opportunities that would benefit multiple areas across the organization.
    • Partner with Market, Caregiver and Operations leadership to create and standardize solutions across the enterprise.
  • Vendor Solution Management:
    • Day-to-day operational oversight of vendor relationships for Central Operations.
    • Ensure efficient and effective delivery of contract requirements, formal governance checklists are followed, capabilities and deliverables are provided on schedule with accuracy. 
    • Negotiate contract terms and pricing for services, conducting market checks as required.
    • Publish scorecards provided to key business leaders.
    • Evaluate and recommend alternative vendor solutions where appropriate.
    • Manage end-to-end onboarding and/or exiting vendor relationships, including ramp up or draw down, ensuring minimal disruption to Operations
    • Develop management process for AMS vendors, partner with Procurement and Technology to ensure appropriate language, metrics and performance levels are in place to support a reliable experience.
  • Client Access Operations:
    • Responsible for leading client access operations for all markets.
    • Stabilization of organizational performance from bottom to top.
    • End-to-end evaluation and rebuilding of processes, scorecards, performance standards. and metrics, organizational structure and technology needs assessment.
    • Build bench strength of leadership team.
    • Develop long-term plans for alternate work processes focusing on client access within agreed upon standards.
  • Technology Integration:
    • Partner with technology teams and product owners to identify solutions that improve overall service experience and efficiency. 
    • Evaluate and implement new technologies and tools to enhance Central Operations capabilities in support of the client and caregiver experience. 
    • Assist operational partners in optimizing channel performance to deliver a unified customer journey.
    • Data trending to understand call types, caregiver and client engagements within the company to help develop and execute more robust digital, AI or robotic strategies across the organization.
    • Partner with Caregiver Management team in supporting enterprise solution sets that streamline and enhance the Caregiver Experience – technology, process, structure.
    • Support technology partners with AMS management, develop and implement control process for upgrades, performance and accountability of reliable services.
  • Stakeholder Experience & Performance Management:
    • Partner with Market, Caregiver and Operations leadership, collect feedback for key process indicators, create, deploy and maintain performance management score cards.
    • Align with Human Resources on Operations deployment of performance management strategies.
    • Work with Operations to develop and maintain training needs and analysis company-wide, ensuring robust development strategies to improve bench strength and employee satisfaction.
    • Continuous Improvement - explore, document and trend best practices across enterprise; gather feedback from key business partners and deploy best practices through partnerships with training and operations.
    • Partner with Caregiver and Client experience teams to ensure a robust understanding of critical levers that impact satisfaction.
    • Establish an escalation channel and tight feedback loops so that we can monitor, trend and develop data driven solutions locally and companywide.
    • Through various feedback mechanisms, identify and deploy business optimization strategies to remedy and improve experience.
  • Compliance and Quality Assurance:
    • Ensure compliance with all relevant regulations, policies, and procedures.
    • Implement and maintain quality assurance programs to ensure high standards of customer service.
    • Develop and deploy quality metric scorecards as part of performance management.

Required Skills/Abilities:

  • Exceptional leadership, communication, and problem-solving skills; ability to manage multiple priorities in a fast-paced environment.
  • Knowledge of the latest emerging technology trends, AI driven strategies, process re-engineering.
  • Proficiency in data analytics tools (e.g. tableau, power BI).
  • Customer-focused mindset with a passion for delivering outstanding service.
  • Ability to create, implement and drive sustainable positive changes.

Education and Experience:

  • Master’s degree in business administration, management, health care, or a related field.
  • Ten (10) to fifteen (15) years of experience in healthcare operations, or business process improvement and at least five (5) to seven (7) years in a leadership role.
  • Certifications in Process Improvement, Program Management Preferred (LSS).
  • Demonstrated delivery of financial savings in large scale organizations.
 

Benefits:

  • Weekly pay with salary ranges from $170,000- $175,000 annually
  • Direct deposit
  • Healthcare, dental, and vision insurance
  • Paid time off and parental leave
  • 401k
  • Ongoing, in-depth training opportunities
  • Meaningful work with clients who need your help
  • Career growth and experience with an industry leader with 50+years of history in a high-demand field

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.

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