Director of Operations

Director of Operations

Aluma Home Care – Manchester, New Hampshire

Position Title

Director of Operations

Reports To

Owner / Chief Executive Officer

Location

Manchester, New Hampshire

Position Type

Full-Time, Exempt

Position Summary

The Director of Operations is responsible for the overall operational management, regulatory compliance, staffing oversight, quality assurance, and financial performance of Aluma Home Care's non-medical home care services. This leadership position ensures the agency delivers exceptional client-centered care while maintaining compliance with all applicable federal, state, and payer requirements.

The Director of Operations provides strategic leadership to office staff, care coordinators, schedulers, and caregivers while promoting growth, operational efficiency, client satisfaction, and employee engagement.

Essential Duties and Responsibilities

Operations Management

• Oversee the day-to-day operations of the home care agency.
• Develop and implement operational policies, procedures, and best practices.
• Monitor agency performance metrics and key performance indicators (KPIs).
• Ensure efficient scheduling and service delivery to meet client needs.
• Maintain agency readiness for audits, surveys, and regulatory reviews.
• Identify opportunities to improve operational efficiency and service quality.

Regulatory Compliance

• Ensure compliance with all applicable New Hampshire licensing requirements and federal regulations governing non-medical home care services.
• Monitor caregiver credentialing, background checks, onboarding, and personnel records.
• Ensure required documentation is completed, maintained, and retained according to agency policy.
• Lead corrective action plans and quality improvement initiatives when deficiencies are identified.
• Stay informed regarding changes in regulations, payer requirements, and industry standards.

Staffing and Human Resources

• Oversee recruitment, hiring, onboarding, and retention of caregivers and office staff.
• Ensure staffing levels adequately support client service needs.
• Conduct employee performance evaluations and coaching.
• Address employee relations concerns and disciplinary matters.
• Promote a positive workplace culture focused on accountability, professionalism, and quality care.
• Collaborate with management to develop workforce retention strategies.

Client Services and Quality Assurance

• Ensure timely intake, service initiation, and ongoing coordination of care.
• Monitor client satisfaction and investigate complaints or service concerns.
• Implement quality assurance programs to evaluate service effectiveness.
• Conduct regular audits of client and employee records.
• Work collaboratively with clients, family members, referral sources, and community partners to resolve concerns and improve outcomes.

Financial and Business Management

• Assist with budget development and financial planning.
• Monitor operational expenses and staffing costs.
• Review productivity, utilization, and profitability reports.
• Identify opportunities for agency growth and expansion.
• Support contract compliance and payer relationship management.
• Assist ownership with strategic planning initiatives.

Leadership and Community Relations

• Serve as a representative of Aluma Home Care within the community.
• Develop and maintain relationships with referral sources, healthcare providers, case managers, hospitals, rehabilitation facilities, and community organizations.
• Participate in networking events and business development activities.
• Foster a culture of excellence, professionalism, and client-centered care.

Supervisory Responsibilities

The Director of Operations may directly supervise:

• Care Coordinators
• Scheduling Staff
• Human Resources Personnel
• Administrative Staff
• Home Care Supervisors
• Personal Care Aides/Home Care Aides
• Other personnel as assigned

Qualifications

Required

• Bachelor's degree in Healthcare Administration, Business Administration, Human Services, Nursing, or a related field; equivalent experience may be considered.
• Minimum of three (3) years of management experience in home care, healthcare, human services, or a related field.
• Strong knowledge of home care operations and regulatory compliance.
• Experience managing personnel and operational budgets.
• Excellent leadership, communication, and organizational skills.
• Proficiency with electronic health records, scheduling software, and Microsoft Office applications.
• Valid driver's license and reliable transportation.

Preferred

• Five (5) or more years of leadership experience in home care operations.
• Experience with Medicaid waiver programs, private duty home care, or managed care organizations.
• Knowledge of quality assurance and performance improvement programs.
• Experience with accreditation and regulatory surveys.

Core Competencies

• Leadership and Team Development
• Regulatory Compliance
• Strategic Planning
• Operational Excellence
• Problem Solving and Decision Making
• Financial Management
• Customer Service
• Relationship Building
• Communication Skills
• Time Management

Physical Requirements

• Ability to sit, stand, walk, and use office equipment for extended periods.
• Ability to travel locally to client homes, referral sources, and community meetings.
• Ability to lift up to 25 pounds occasionally.

Work Environment

The Director of Operations works primarily in an office setting but may be required to travel to client locations, community events, referral partner meetings, and other business-related functions throughout New Hampshire.

Equal Employment Opportunity

Aluma Home Care is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Aluma Home Care reserves the right to modify this job description at any time to meet business and operational needs.