Client Services Director

Location: Jenkintown, PA — On‑Site

Employment Type: Full‑Time, Exempt

About the Role

Visiting Angels is seeking a Client Services Director who can lead people, solve complex challenges, and create an environment where both clients and team members thrive. This high‑impact leadership opportunity is ideal for experienced service and operations leaders from hospitality, luxury hotels, healthcare, senior living, or other high‑touch service environments.

Who You Are

• A people‑first leader who brings out the best in others and knows strong results begin with a strong team.
• Proven leader with experience managing service, care, hospitality, or client‑focused teams.
• Comfortable managing complexity and solving problems others may find overwhelming.
• Skilled at building relationships while also holding teams accountable.
• Calm, composed, and decisive in high‑pressure or emotionally sensitive situations.
• A natural coach, mentor, and culture builder.
• Big‑picture thinker who is willing to roll up sleeves and get involved.
• Enterprising and ambitious—motivated to build a meaningful career, create a future for your family, and leave a legacy.

What You’ll Do

• Lead, Inspire & Develop a High‑Performing Team
  • Provide leadership and direction to the overall office team, including Operations, Wellness, and HR (Marketing as a dotted‑line function).
  • Develop and mentor leaders and team members across the organization.
  • Build a collaborative, accountable, and solutions‑focused culture.
  • Serve as a visible cheerleader and supporter for all office functions.
• Lead Operations With Precision
  • Oversee intake, scheduling, case management, caregiver assignments, and recruitment functions.
  • Coordinate hundreds of moving parts to ensure the right support is in place at the right time.
  • Help solve daily operational challenges, including client/caregiver matching and continuity of care.
  • Partner with the Recruitment team to support strong hiring decisions and talent acquisition.
  • Support the Wellness team with assessment and supervisory visits when needed.
• Champion the Client & Caregiver Experience
  • Lead with a “Client First” mindset.
  • Monitor satisfaction metrics and address escalations with empathy, urgency, and professionalism.
  • Elevate every touchpoint of the client and caregiver experience.
  • Ensure families and team members feel heard, valued, and supported.
• Solve Problems & Improve Systems
  • Identify gaps in processes, systems, and workflows.
  • Design and implement smarter, more effective solutions.
  • Break complex challenges into manageable, actionable steps.
  • Anticipate issues before they become problems and create sustainable solutions.
• Build Alignment Across Teams
  • Collaborate with other Visiting Angels offices and cross‑functional teams to leverage best practices and synergies.
  • Create alignment across departments and ensure shared accountability for client outcomes.
  • Step in and support the team wherever needed.
  • Participate in an on‑call rotation approximately every 2–3 weeks.
• Protect Compliance, Quality & Trust
  • Uphold industry standards, state regulations, and quality documentation requirements.
  • Maintain consistency and reliability in the delivery of services.
  • Protect the trust that families place in Visiting Angels every day.

What You Bring

• Bachelor’s degree preferred.
• 10+ years of experience leading people and service operations in healthcare, hospitality, luxury hospitality, senior living, or another client‑focused industry.
• Proven experience managing managers and leading diverse teams in high‑pressure environments.
• Track record of building strong teams and improving operational performance.
• Exceptional problem‑solving and decision‑making skills.
• Strong emotional intelligence and ability to navigate sensitive conversations with clients, families, and team members.
• Excellent communication, coaching, and relationship‑building skills.
• Technical proficiency with Microsoft Office and scheduling/CRM systems.
• Flexibility to support the team during occasional evenings or weekends.
• Willingness to participate in on‑call responsibilities.

Skills

If you have built your career in luxury hospitality or hotel operations, you already understand many of the skills this role demands: leading people, delivering exceptional service, managing complexity, resolving escalations, creating consistency, and building a culture of excellence. Experience with Marriott, Ritz‑Carlton, Four Seasons, Hilton, Hyatt, or other high‑end hospitality organizations is highly relevant and strongly encouraged.

Why Join Visiting Angels?

• Lead with purpose and directly impact the lives of seniors and their families.
• Build and develop a high‑performing team.
• Solve meaningful, complex challenges.
• Create a culture of excellence and compassion.
• Grow your career and earning potential.
• Build a legacy that matters.

All applicants must be able to provide proof of vaccination.