Operations Manager

About the role

Golden Care is seeking a driven, organized, and compassionate Manager of Operations to lead the day-to-day functions of our non-medical in-home care agency. This role is central to ensuring operational excellence, caregiver performance, client satisfaction, and regulatory compliance across our San Diego service area. The ideal candidate brings a strong background in home care operations, exceptional leadership ability, a proactive approach to developing and upholding agency policies and procedures, a solid command of California labor law, and a genuine passion for serving seniors and individuals in need of non-medical support.

Key responsibilities

• Oversee daily scheduling, staffing, and coordination of caregivers to ensure seamless client coverage
• Oversee the full caregiver recruitment function, ensuring the agency maintains a strong and qualified workforce pipeline at all times
• Serve as the primary escalation point for client concerns, complaints, and care plan adjustments
• Maintain compliance with all applicable California Department of Social Services regulations and agency standards
• Collaborate with the care coordination team to develop and review individualized service plans
• Track and report on key operational metrics including caregiver utilization, client retention, and incident reports
• Manage vendor and community partnerships including referral sources, healthcare providers, and care facilities
• Maintain accurate and confidential client and employee records in compliance with privacy standards
• Participate in on-call rotation and respond to after-hours operational emergencies as required
• KPI oversight and monthly team meetings
• Facilitate structured monthly meetings with the recruitment and scheduling teams to review performance against established KPIs and identify areas for improvement
• Track and analyze key metrics across recruitment (applicant volume, time-to-hire, caregiver retention) and scheduling (fill rate, shift coverage, on-call usage) to ensure operational targets are consistently met
• Hold team leads accountable to KPI benchmarks and work collaboratively to develop action plans when targets are not being met
• Prepare and present monthly KPI reports to agency leadership with clear data, trends, and recommended next steps
• Use meeting outcomes to drive continuous improvement across staffing, coverage, and workforce planning efforts
• Business development and field support
• Prepare, customize, and promptly deliver marketing flyers, service brochures, and promotional materials tailored to specific communities, senior living facilities, hospitals, and referral partners
• Create and manage professional documentation packages for community outreach efforts, including agency overviews, service menus, referral forms, and leave-behind materials
• Coordinate with leadership to ensure all marketing materials are current, on-brand, and compliant with applicable regulations before distribution
• Track documentation requests and follow-up items from the field team, maintaining an organized system so nothing falls through the cracks
• Support client intake and onboarding documentation for new referrals generated through community outreach
• Policies and procedures leadership
• Proactively develop, review, and update agency policies and procedures to reflect changes in California regulations, industry best practices, and evolving client needs
• Identify operational gaps or compliance risks before they become issues and implement corrective policies in a timely manner
• Communicate policy updates clearly and consistently to all staff, ensuring full understanding and adoption across the team
• Maintain a current, organized policy and procedure manual that is accessible to all staff and aligned with California HCO licensing requirements
• Lead regular policy review cycles and incorporate feedback from caregivers, coordinators, and leadership to continuously strengthen operational standards
• Champion a culture of accountability by modeling adherence to established policies and holding staff to consistent standards

Required qualifications

• 3+ years of experience in home care, healthcare operations, or a related field
• Proven supervisory or management experience with direct reports
• Experience overseeing or managing a recruitment function, ideally in home care or a related healthcare setting
• Working knowledge of California labor law as it applies to home care employment
• Demonstrated ability to develop and implement operational policies and procedures
• Experience tracking and presenting KPIs to leadership
• Experience Supporting Marketing, Business Development, Or Community Outreach Functions
• Strong writing and document creation skills for professional materials
• Excellent communication, organizational, and problem-solving skills
• Proficiency in scheduling or care management software
• Valid California driver's license and reliable transportation