Senior Director of Operations (HR, Payroll & Customer Service)

The Senior Director of Operations is a key executive leader responsible for the strategic and day-to-day oversight of the Human Resources, Payroll, and Customer Service departments within a rapidly growing home care agency. This individual plays a vital role in ensuring operational excellence across these departments, enhancing the client and caregiver experience, and aligning internal functions with the agency’s mission and growth goals.

Key Responsibilities:

Customer Service Leadership

• Develop, implement, and oversee a comprehensive customer service strategy to ensure a consistently exceptional client experience from intake through ongoing care.
• Lead, mentor, and manage a team of customer service professionals focused on responsiveness, empathy, and accountability.
• Monitor service metrics, implement performance improvements, and resolve escalated client issues.
• Collaborate cross-functionally with clinical and operations teams to optimize client service delivery.

Human Resources Oversight

• Provide strategic leadership and operational guidance across all HR functions, including talent acquisition, employee relations, compliance, performance management, compensation, and benefits.
• Develop and implement HR policies and systems that promote a positive and compliant work environment.
• Support organizational development, employee engagement, and workforce planning initiatives.
• Ensure compliance with all applicable federal, state, and local employment laws and regulations.

Payroll Operations Management

• Oversee all aspects of payroll processing for a multi-state caregiver workforce, ensuring accuracy, timeliness, and compliance.
• Identify and implement process improvements to optimize payroll efficiency and caregiver satisfaction.
• Maintain expert knowledge of federal and state payroll regulations and labor laws.
• Partner with HR to ensure seamless payroll and benefits integration.

Qualifications

• Bachelor’s degree in business administration, Human Resources, Healthcare Administration, or related field (Master’s preferred).
• Minimum 5 years of progressive leadership experience in operations, with a strong focus on HR, Payroll, and Customer Service.
• Prior experience in the home care or broader healthcare industry is highly preferred.
• Strong knowledge of federal and state labor laws, HR best practices, and payroll regulations.
• Proven track record in developing high-performing teams and delivering operational improvements.
• Exceptional leadership, communication, and problem-solving skills.
• High emotional intelligence with a client- and caregiver-centered mindset.

What We Offer

• Competitive salary and performance-based bonuses
• Comprehensive benefits package (health, dental, vision, 401k, etc.)
• Opportunities for professional growth and advancement
• A mission-driven work environment with a passionate, supportive team