General Manager

General Manager (Multi-Location Operations Leader)

Location: Cincinnati, Ohio (Oversees 4 Offices)

Reports To: Board of Owners

Position Summary

The General Manager (GM) is the senior operational leader responsible for driving consistent, profitable growth across four Comfort Keepers offices in the Cincinnati region.

This role ensures the delivery of extraordinary client experiences while building a scalable operation through strong caregiver supply, operational excellence, and leadership accountability.

The GM provides direct oversight of all business functions including intake, client care, scheduling, caregiver recruiting and retention, and administrative team performance.

Scope of Role

·      Full operational responsibility for 4 locations

·      Leadership of office staff, care coordination, and scheduling teams

·      Oversight of caregiver workforce performance and discipline

·      Accountability for growth, staffing capacity, and KPIs

Primary Objectives

Growth & Financial Performance

·      Own billable hours and revenue growth

·      Align staffing with growth goals

·      Caregiver Supply & Retention

·      Maintain caregiver pipeline

·      Improve retention and reduce turnover

Operational Excellence

·      Ensure high-quality service delivery

·      Optimize scheduling and reduce open hours

Leadership & Accountability

·      Build a culture of ownership and performance

Core Responsibilities

Multi-Location Leadership

·      Oversee daily operations across all offices

Team Leadership

·      Conduct monthly performance reviews for administrative staff

·      Provide ongoing coaching, development, and accountability

·      Manage performance issues, including write-ups, disciplinary actions, and terminations

·      Caregiver Management

Oversee caregiver performance, accountability, and terminations

·      Operational Oversight on a day to day basis

·      Monitor scheduling performance, client care delivery, and intake processes

·      Make real-time, on-the-spot decisions to resolve operational challenges

·      Meetings & Communication

Lead daily huddles and weekly operational meetings

Quality & Compliance

·      Ensure compliance with Comfort Keepers (CKFI) standards and all applicable state regulations

Recruiting & Staffing

·      Oversee recruiters and KPIs for staffing needs

Training & Development

·      Ensure effective onboarding and ongoing training for all staff

Culture & Engagement

·      Foster a positive, accountable, and performance-driven work environment

Availability & Support

·      Participate in on-call rotation if needed and provide after-hours operational support on occasion

KPIs

·      Billable hours growth

·      Caregiver retention and hiring

·      Open hours and scheduling performance

·      Client satisfaction and retention

·      Team performance metrics

Minimum Qualifications

·      Bachelor’s Degree required

·      5 years senior leadership experience

·      Strong operational and leadership skills

Key Success Factors

·      Decisive leadership

·      Accountability-driven

·      Strong operational knowledge

·      Team development focus

·      Growth mindset

Mission Alignment

Supports Comfort Keepers mission of Elevating the Human Spirit by ensuring high-quality care, strong caregiver engagement, and exceptional client experience.

Additional Statement

This job description is not intended to be all-inclusive. Additional duties may be assigned.