Director of Team Experience

The Role

The Director of Team Experience will build, develop, and lead a high-performing team of coordinators across recruitment, onboarding, compliance, and client experience. This is a hands-on leadership role for someone who wants to grow a team, strengthen operations, and directly impact client care and company growth — but at its heart, it's about people. You'll be the driving force behind team experience at Golden Harmony, planning events, initiatives, and programs that bring our caregivers together and build a true Golden Harmony community — one where team members feel connected, appreciated, and proud to be part of something bigger.

Responsibilities

• Directly supervise, coach, and develop coordinators, conducting regular one-on-ones and performance reviews with clear goals and feedback
• Oversee the full recruitment lifecycle, including referral partnerships, CRM management, and the applicant tracking system, to keep the caregiver pipeline full of qualified candidates
• Manage onboarding and ensure compliance with company and regulatory requirements (background checks, reference checks, drug testing, etc.)
• Lead initiatives for team member appreciation, referrals, and incentives, and support caregivers through issues and expectations
• Maintain 90-day retention by helping new team members feel supported and set up for success
• Oversee maintenance of team member and client records per company, NC DHHS, and federal requirements
• Review quarterly audits on files, training, and certifications, and report findings to leadership
• Partner with the Leadership Team to align recruitment, onboarding, and client experience with company goals
• Apply working knowledge of FLSA, OSHA, EEO, FMLA, workers' comp, and related employment law
• Oversee workers' comp, unemployment claims, and related administrative compliance processes
• Oversee the front-line annual review process and ensure training/compliance milestones are met
• Manage the team member benefits program, including market benchmarking and open enrollment
• Track key performance metrics for recruitment, onboarding, and client experience, and present at leadership meetings
• Partner with the Nurse Supervisor on training programs for coordinators and front-line caregivers
• Serve as an escalation point for complex team member or compliance issues
• Foster a culture of collaboration, accountability, and a can-do attitude

Requirements

• Bachelor's degree preferred in Business Management, Human Resources, Healthcare Administration, or a related field
• 3+ years in a leadership or management role, ideally in home care, senior care, or healthcare services
• Proven track record leading and developing teams and driving performance against operational and revenue goals
• Strong written and oral communication skills
• Working knowledge of in-home care industry regulations
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace
• Strong leadership, coaching, and mentoring skills
• Excellent attention to detail and problem-solving ability
• Ability to manage multiple priorities in a fast-paced environment
• Comfortable using data and KPIs to guide decisions
• Strong cross-functional relationship-building skills

Qualifications

• Comfortable using data and KPIs to guide decisions
• Strong cross-functional relationship-building skills

Skills

• Leadership
• Coaching
• Mentoring
• Attention to Detail
• Problem-Solving
• Multiple Priorities
• Data Analysis
• Relationship-Building

Benefits

• Full-time, exempt position
• Minimum 40 hours/week during standard business hours, based in an office setting with occasional travel to team locations
• Some availability outside standard hours may be needed for urgent team or client matters