"Alerted.org

The Senior Director of Operations is a key executive leader responsible for the strategic and day-to-day oversight of the Human Resources, Payroll, and Customer Service departments within a rapidly growing home care agency. This individual plays a vital role in ensuring operational excellence across these departments, enhancing the client and caregiver experience, and aligning internal functions with the agency’s mission and growth goals.   Key Responsibilities:   Customer Service Leadership * Develop, implement, and oversee a comprehensive customer service strategy to ensure a consistently exceptional client experience from intake through ongoing care. * Lead, mentor, and manage a team of customer service professionals focused on responsiveness, empathy, and accountability. * Monitor service metrics, implement performance improvements, and resolve escalated client issues. * Collaborate cross-functionally with clinical and operations teams to optimize client service delivery.   Human Resources Oversight * Provide strategic leadership and operational guidance across all HR functions, including talent acquisition, employee relations, compliance, performance management, compensation, and benefits. * Develop and implement HR policies and systems that promote a positive and compliant work environment. * Support organizational development, employee engagement, and workforce planning initiatives. * Ensure compliance with all applicable federal, state, and local employment laws and regulations.   Payroll Operations Management * Oversee all aspects of payroll processing for a multi-state caregiver workforce, ensuring accuracy, timeliness, and compliance. * Identify and implement process improvements to optimize payroll efficiency and caregiver satisfaction. * Maintain expert knowledge of federal and state payroll regulations and labor laws. * Partner with HR to ensure seamless payroll and benefits integration.   Qualifications * Bachelor’s degree in business administration, Human Resources, Healthcare Administration, or related field (Master’s preferred). * Minimum 5 years of progressive leadership experience in operations, with a strong focus on HR, Payroll, and Customer Service. * Prior experience in the home care or broader healthcare industry is highly preferred. * Strong knowledge of federal and state labor laws, HR best practices, and payroll regulations. * Proven track record in developing high-performing teams and delivering operational improvements. * Exceptional leadership, communication, and problem-solving skills. * High emotional intelligence with a client- and caregiver-centered mindset.   What We Offer * Competitive salary and performance-based bonuses * Comprehensive benefits package (health, dental, vision, 401k, etc.) * Opportunities for professional growth and advancement * A mission-driven work environment with a passionate, supportive team