Director of Retention & Consumer Experience

Key Responsibilities

• Lead and oversee agency-wide caregiver and consumer retention strategies
• Develop systems to proactively identify at-risk caregivers and consumers before resignation or discharge occurs
• Analyze trends related to caregiver turnover, consumer complaints, staffing dissatisfaction, and service interruptions
• Build retention action plans focused on improving caregiver engagement and client satisfaction
• Collaborate closely with Recruitment, Coordination, HR, Operations, QA, and Leadership teams
• Oversee complaint resolution and high-level escalations involving caregivers, consumers, or family members
• Monitor caregiver attendance, call-offs, inactive status, and staffing consistency patterns
• Conduct retention audits and identify operational barriers affecting caregiver and consumer experience
• Create and maintain retention reporting, KPI tracking, and executive summaries
• Lead retention-focused meetings and provide strategic recommendations to leadership
• Support continuous improvement efforts related to communication, workflow, and service quality
• Help strengthen company culture and improve overall organizational experience
• Maintain detailed documentation and ensure timely follow-up on escalated concerns
• Aid in rebuilding relationships with dissatisfied consumers and caregivers when necessary

Qualifications

• Minimum 3 years of leadership experience in home care, healthcare operations, workforce management, retention, HR, or client services
• Strong understanding of caregiver staffing challenges and home care operations
• Experience leading teams and implementing operational improvements
• Strong conflict resolution and relationship management skills
• Excellent organizational, communication, and problem-solving abilities
• Ability to analyze trends and develop strategic solutions
• Experience handling escalations and high-volume operational environments
• Knowledge of EVV systems, HHAeXchange, healthcare staffing workflows, or retention analytics preferred
• Bachelor’s degree preferred