Director of Client Services

DIRECTOR OF CLIENT SERVICESNon-Medical / Private Duty Home Care • Reports to CEO • Full-Time, ExemptTHE ROLEYou’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 CoordinatorsCCMs (Client Care Managers / RN)Caregiver Success SupervisorYou 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 OWNIntake & Sales PipelineOwn the inquiry-to-active-client pipeline: lead response time, speed-to-assessment, conversion rates, and closed-lost analysisCoach Intake Coordinators as an SDR team with clear targets, scripts, and follow-up accountabilityAnalyze pipeline dat a to find where prospects drop off and fix itClient Care Pod OperationsManage 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 qualityDrive client retention through proactive issue resolution and smooth caregiver transitionsCaregiver Success & WorkforceManage the Caregiver Success Supervisor who centrally owns the entire caregiver lifecycle across all pods — onboarding, timekeeping/ADP, compliance, performance, training, day-to-day supportEnsure consistent caregiver experience regardless of pod assignmentOwn turnover and retention metrics; maintain a staffing bench to prevent service delaysBusiness Operations & GrowthPartner with the CEO on budget management, operational reporting, and P&L awarenessBuild referral relationships with discharge planners, case managers, geriatric care managers, and community organizationsEnsure operational systems (CRM, scheduling, care management, EVV) produce reliable data for decision-makingHOW WE'LL MEASURE SUCCESSIntake / Sales: Lead response time, conversion rates, closed-lost analysis, pipeline valuePod Operations: Client census growth, shift fill rate, client retention, satisfaction scoresWorkforce: Caregiver turnover, time-to-fill, 90-day retention, training completionBusiness / Financial: Revenue per client, authorization utilization, cost per hour, margin by serviceWHAT YOU BRINGRequired3+ years of progressive management in non-medical home care, home health and healthcare services — with responsibility for both care operations and business functionsBachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or related fieldProven track record managing multi-functional teams across service delivery, intake/sales, and workforce operationsExperience managing a sales/intake pipeline with demonstrated results improving response times and conversion ratesFamiliarity with California CDSS Home Care Organization (HCO) licensing requirementsExperience with care management and scheduling software (ClearCare/WellSky, AxisCare, AlayaCare, or similar)PreferredMaster’s degree (MBA or MHA)P&L management or budget oversight experienceExperience managing pod-based or team-based care delivery modelsBusiness development or referral relationship management in healthcareWho Thrives in This RoleYou think like a business operator, not just a care manager — you connect staffing decisions to revenue impactYou can coach an SDR team on Monday, troubleshoot a pod staffing crisis on Tuesday, and review P&L variance on WednesdayYou’re data-driven: you track metrics, spot trends early, and act before problems escalateYou understand the matrix — caregivers assigned to pods for care, managed centrally for HR — and you make it workYou’re entrepreneurial — comfortable with autonomy, imperfect information, and building processes in a growing organizationTHE ORGANIZATIONCare 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 STRUCTUREReports To: CEOPeer: QA, Process Improvement & Program ManagerDirect Reports: Intake Coordinators, CCMs (RN), Caregiver Success ManagersUnder CCMs: ACCMs, Scheduling Coordinators Under CG Success Sup: Support CoordinatorsLocation: Bay Area, CaliforniaStatus: Full-Time, ExemptSalary: $129,700 - $148,500 annually, commensurate with experience and educationCare Indeed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.