Director of Client Services

DIRECTOR OF CLIENT SERVICES

Non-Medical / Private Duty Home Care • Reports to CEO • Full-Time, Exempt

THE ROLE

You’re the CEO’s right hand on operations—the person who keeps the business running. Reporting directly to the CEO, you’ll lead the day-to-day operations of a growing Bay Area owning everything from client acquisition through service delivery and retention.

You manage three direct report functions:

• Intake Coordinators
• CCMs (Client Care Managers / RN)
• Caregiver Success Supervisor

You work alongside a peer — the QA, Process Improvement & Program Manager — who owns quality, compliance, and risk. You own everything else. Together you form the leadership layer under the CEO.

WHAT YOU'LL OWN

Intake & Sales Pipeline

• Own the inquiry-to-active-client pipeline: lead response time, speed-to-assessment, conversion rates, and closed-lost analysis
• Coach Intake Coordinators as an SDR team with clear targets, scripts, and follow-up accountability
• Analyze pipeline dat a to find where prospects drop off and fix it

Client Care Pod Operations

• Manage CCMs (RNs) who lead care pods as player/coaches — each pod has a CCM, ACCM(s), and a remote Scheduling Coordinator (matchmaker)
• Monitor pod-level metrics: census, service plan compliance, client satisfaction, caregiver-client match quality
• Drive client retention through proactive issue resolution and smooth caregiver transitions

Caregiver Success & Workforce

• Manage the Caregiver Success Supervisor who centrally owns the entire caregiver lifecycle across all pods — onboarding, timekeeping/ADP, compliance, performance, training, day-to-day support
• Ensure consistent caregiver experience regardless of pod assignment
• Own turnover and retention metrics; maintain a staffing bench to prevent service delays

Business Operations & Growth

• Partner with the CEO on budget management, operational reporting, and P&L awareness
• Build referral relationships with discharge planners, case managers, geriatric care managers, and community organizations
• Ensure operational systems (CRM, scheduling, care management, EVV) produce reliable data for decision-making

HOW WE'LL MEASURE SUCCESS

• Intake / Sales: Lead response time, conversion rates, closed-lost analysis, pipeline value
• Pod Operations: Client census growth, shift fill rate, client retention, satisfaction scores
• Workforce: Caregiver turnover, time-to-fill, 90-day retention, training completion
• Business / Financial: Revenue per client, authorization utilization, cost per hour, margin by service

WHAT YOU BRING

Required

• 3 years of progressive management in non-medical home care, home health and healthcare services — with responsibility for both care operations and business functions
• Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or related field
• Proven track record managing multi-functional teams across service delivery, intake/sales, and workforce operations
• Experience managing a sales/intake pipeline with demonstrated results improving response times and conversion rates
• Familiarity with California CDSS Home Care Organization (HCO) licensing requirements
• Experience with care management and scheduling software (ClearCare/WellSky, AxisCare, AlayaCare, or similar)

Preferred

• Master’s degree (MBA or MHA)
• P&L management or budget oversight experience
• Experience managing pod-based or team-based care delivery models
• Business development or referral relationship management in healthcare

Who Thrives in This Role

• You think like a business operator, not just a care manager — you connect staffing decisions to revenue impact
• You can coach an SDR team on Monday, troubleshoot a pod staffing crisis on Tuesday, and review P&L variance on Wednesday
• You’re data-driven: you track metrics, spot trends early, and act before problems escalate
• You understand the matrix — caregivers assigned to pods for care, managed centrally for HR — and you make it work
• You’re entrepreneurial — comfortable with autonomy, imperfect information, and building processes in a growing organization

THE ORGANIZATION

Care Indeed is a Bay Area non-medical home care agency providing personal care, companionship, and homemaker services to seniors and adults who want to age safely at home. The organization operates alongside CI Institute (a CNA training program), giving us a unique advantage in caregiver development and quality. We’re growing, and this role is central to scaling operations while maintaining service quality.

REPORTING STRUCTURE

Reports To: CEO

Peer: QA, Process Improvement & Program Manager

Direct Reports: Intake Coordinators, CCMs (RN), Caregiver Success Managers

Under CCMs: ACCMs, Scheduling Coordinators 

Under CG Success Sup: Support Coordinators

Location: Bay Area, California

Status: Full-Time, Exempt

Salary: $129,700 - $148,500 annually, commensurate with experience and education

Care Indeed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.