THE ROLE:
The Manager, Operations oversees day-to-day operations for a single branch or local market, ensuring consistent execution of service delivery, staffing readiness, and customer support. This role is responsible for translating established processes into reliable local execution, managing frontline teams, and maintaining operational discipline. The Manager drives timely service initiation, resolves operational issues, and ensures the branch operates efficiently within a high-volume, service-oriented environment.
Primary Responsibilities- Lead daily branch operations, ensuring consistent execution of workflows, service delivery, and operational routines
- Coordinate staffing readiness, onboarding progress, and scheduling to support timely service starts and coverage needs
- Monitor referral-to-start processes, ensuring timely follow-up, task completion, and progression of new client services
- Oversee customer service interactions, resolving escalations and ensuring timely, accurate communication and documentation
- Supervise and develop frontline staff, setting priorities, monitoring performance, and reinforcing accountability
- Identify and resolve operational issues, escalating risks and driving solutions to maintain service continuity
- Maintain accurate documentation and operational tracking to support compliance and performance visibility
This is a hybrid position, coming into our Concord office up to 3x per week. WHAT YOU BRING TO THE TABLE:
Qualifications- 3-5+ years of experience in operations, staffing, scheduling, customer service, or care delivery environments
- Experience managing day-to-day operations for a branch, site, or local market preferred
- Experience supervising frontline teams in a fast-paced, service-oriented environment
- Familiarity with onboarding workflows, scheduling coordination, and service delivery operations
- Experience in healthcare, home care, disability services, or similar regulated environments preferred
- Proficiency in Microsoft Office; experience with CRM or workflow systems preferred
- Ability to travel up to 25%
Skills- Operational execution and workflow management
- Staffing coordination and scheduling readiness
- Customer service and escalation resolution
- Team supervision and performance management
- Problem-solving and decision-making
- Communication and cross-functional coordination
- Time management and task prioritization
- Accountability and attention to detail
The expected California Pay Range for this position:
$105,000-$115,000 USD
