Director of Operations

Position summary

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The Director of Operations is a senior leadership role responsible for the day-to-day performance, growth, and operational excellence of Comfort Keepers across the Upstate of South Carolina and Western North Carolina.

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This leader oversees the systems and teams that move a prospective client from initial inquiry through ongoing care, while ensuring we have the caregiver workforce necessary to consistently deliver an extraordinary client experience. Key areas of responsibility include intake and lead conversion, client care, scheduling, caregiver recruiting and retention, team development, and operational performance.

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Success in this role means building a strong, growth oriented, accountable team; creating efficient and scalable processes; delivering exceptional service; and driving sustainable, profitable growth while advancing the Comfort Keepers mission of Elevating the Human Spirit.

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Key responsibilities

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• Lead and oversee daily operations, including intake, client care, scheduling, caregiver recruiting, retention, and development.
• Build and maintain a strong caregiver workforce capable of supporting current clients and future growth.
• Ensure an exceptional client and family experience through consistent communication, reliable service, and quality care.
• Establish clear expectations and accountability for operational teams and coach employees to achieve individual and company goals.
• Monitor key performance indicators, identify trends, and take action to improve operational and financial performance.
• Improve workflows, policies, procedures, and systems to increase efficiency, consistency, and scalability.
• Partner with leadership to develop annual goals, budgets, staffing plans, and growth strategies.
• Ensure operational practices comply with applicable company policies, employment requirements, and regulatory standards.
• Lead special projects and organizational initiatives and provide hands-on leadership when business needs require it.
• Prepare and review weekly and monthly operational KPI reports.

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Qualifications

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• 3+ years of progressive management or senior operational leadership experience.
• Bachelor's degree preferred; Healthcare experience is a plus.
• Demonstrated experience leading teams, building culture, improving processes, and managing performance.
• Strong business acumen with the ability to analyze data and translate it into action.
• Excellent problem-solving, critical-thinking, organizational, and project-management skills.
• Experience in home care, healthcare, multi-location service businesses, or another people-intensive service organization is preferred.

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What success looks like

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The ideal Director of Operations is a decisive, accountable, action-oriented leader who can balance people, service, and business performance. This individual thinks strategically while remaining close enough to daily operations to recognize problems early and solve them effectively.

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They are skilled at developing people, creating structure, setting expectations, and holding teams accountable. They use data and sound judgment to make decisions, anticipate future needs, and continuously improve the organization.

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Above all, this leader believes that operational excellence begins with people. They create an environment where caregivers and office staff can succeed, clients and families feel supported, and seniors are empowered to experience greater independence, connection, joy, and purpose.

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Key performance areas

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Performance will be evaluated across areas such as:

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• Caregiver recruiting, retention, and workforce capacity  
• Inquiry response and lead conversion  
• Assessments and new client admissions  
• Scheduling effectiveness and continuity of care  
• Client and family satisfaction  
• Caregiver and employee engagement  
• Operational efficiency and accountability  
• Revenue growth and profitability  
• KPI reporting and continuous improvement  

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Comfort Keepers is committed to Elevating the Human Spirit by helping seniors live safely, independently, and joyfully at home while creating meaningful opportunities for the caregivers and team members who serve them.