Director of Operations - Maryland/New Jersey/Delaware

Position Overview

The Director of Operations - Maryland/New Jersey/Delaware oversees operational performance, service excellence, and team leadership across GT Independence’s programs in these states. This leader ensures high-quality fiscal intermediary services, drives regional growth, manages teams in a fast-paced home care environment, and ensures compliance with each state’s program requirements.

Responsibilities & Duties

• Regional Operational Leadership
• Oversees all operational functions across Maryland/New Jersey/Delaware.
• Develops, standardizes, and optimizes workflows, processes, and operating procedures across these states.
• Ensures operational compliance with each state’s unique program and regulatory requirements.
• Evaluates program performance and implements improvements to enhance service delivery and efficiency.
• Provides strategic direction and stability in a high-turnover caregiving and agency environment.
• Strategic Planning & Regional Growth
• Executes company strategic initiatives across Maryland/New Jersey/Delaware markets.
• Identifies regional opportunities for expansion, innovation, and process improvements.
• Participates in the launch and implementation of new services, programs, or contracts.
• Develops and monitors operational metrics, KPIs, and performance standards.
• Team Development & Workforce Leadership
• Ledes, coaches, and develops operational leaders and teams across Maryland/New Jersey/Delaware, including multiple management-level direct reports.
• Implements retention strategies for team members and supports ongoing professional development.
• Approves performance evaluations, wage recommendations, and development plans.
• Agency, Partner & Stakeholder Relations
• Serves as the primary operational liaison to agencies, contractors, and stakeholders throughout Maryland/New Jersey/Delaware.
• Builds and strengthens relationships with state program contacts, community partners, and agency leaders.
• Represents GT Independence with professionalism in external meetings, regional workgroups, and industry collaborations.
• Quality, Compliance & Continuous Improvement
• Works with Human Resources, Compliance, and Quality teams to maintain full regulatory adherence.
• Leads continuous improvement initiatives across customer service, payroll, processing, and workforce management.
• Identifies operational inefficiencies and implements corrective action plans.
• Ensures the delivery of exceptional customer and participant experiences.
• Additional Duties
• Promotes and upholds GT’s mission, values, and culture across all states within the region.
• Performs other responsibilities as assigned.

Education & Experience

• Minimum 5+ years of director or senior-level experience in home care, home health, personal care, staffing, or similar high-turnover care industries.
• Deep understanding of agency operations including recruiting, staffing, scheduling, workforce management, and employee retention.
• Experience managing multi-site or multi-state operations strongly preferred.
• Strong leadership skills with the ability to build resilient and effective teams.
• Excellent communication, problem-solving, and analytical capabilities.
• Proven ability to work under pressure while meeting deadlines and managing competing priorities.
• Ability to build positive relationships with individuals from diverse backgrounds and abilities.
• Proficient in Microsoft Office applications and general digital tools.