Director of Operations & Client SuccessMiddle Tennessee | Full-Time | Leadership Role | Healthcare OperationsInitially, approximately
60-70% of this role will focus on operations, leadership, and service delivery, while
30-40% will be dedicated to business development, referral relationships, and community outreach. As the organization continues to grow, this position will transition into a predominantly operational leadership role, with future business development efforts supported by a dedicated growth representative.
What You'll DoOperations & Leadership
- Provide day-to-day operational oversight for Matriarch's concierge care services.
- Lead, mentor, and support office staff and field team members while fostering a culture of accountability, excellence, and compassion.
- Develop and improve operational workflows, policies, and systems that create consistency and support growth.
- Monitor quality metrics, client satisfaction, staffing performance, and service excellence.
- Partner with leadership to identify opportunities for process improvement and strategic growth.
- Assist with recruiting, onboarding, training, and developing team members.
- Ensure clients receive the high-touch concierge experience Matriarch is known for.
Client Experience
- Meet with prospective clients and families to understand their needs.
- Conduct consultations and guide families through care options with confidence and compassion.
- Serve as a trusted resource during challenging transitions.
- Collaborate with the clinical and operations teams to ensure a seamless experience from initial inquiry through ongoing care.
Community Partnerships & Growth
- Build and maintain relationships with hospitals, physicians, senior living communities, attorneys, financial planners, and other referral partners.
- Represent Matriarch at networking events, community organizations, and industry meetings.
- Strengthen strategic partnerships that support long-term growth.
- Follow up with referral sources and prospective clients while maintaining exceptional responsiveness.
- Support marketing initiatives and community visibility while maintaining an operations-first focus.
Who You Are- Proven operational leader who enjoys building teams and improving systems.
- Organized, proactive, and solution-oriented with exceptional follow-through.
- Strong communicator who naturally builds trust with clients, employees, and referral partners.
- Passionate about delivering an elevated client experience.
- Comfortable balancing operational leadership with community engagement.
- Thrives in a fast-paced, entrepreneurial environment where new ideas and continuous improvement are encouraged.
Preferred Experience- Leadership experience in home care, home health, hospice, senior living, healthcare operations, or concierge healthcare.
- Experience managing staff, daily operations, scheduling, quality initiatives, or service delivery.
- Business development or community relationship experience preferred.
- Private-pay healthcare experience is highly desirable.
- Experience helping launch or grow a service-based healthcare organization is a plus.
