General Manager

GENERAL MANAGER

Reports To: Owner/President

Position Summary

The General Manager serves as the operational leader of the organization and is responsible for ensuring exceptional client care, strong caregiver support, operational excellence, departmental accountability, and sustainable growth. This role acts as the primary decision-maker and authority for day-to-day operations, allowing the Owner to focus on strategic growth, referral development, financial oversight, and long-term vision.

The General Manager is expected to function as the Owner's trusted partner and Integrator, translating vision into execution, creating accountability throughout the organization, and building a leadership team that can operate successfully without constant owner involvement.

Direct Reports

• Service Manager
• Client Care Coordinators
• Recruiter
• Future Operational Leaders

Key Responsibilities

Operational Leadership

• Lead all day-to-day agency operations
• Serve as the primary escalation point for staff, clients, and families
• Create operational consistency across all departments
• Develop systems, processes, and accountability measures that improve efficiency and service quality

Client Experience

• Own client satisfaction, retention, and service quality
• Oversee new client onboarding and first 90-day success initiatives
• Resolve escalated client concerns and service issues
• Monitor care plan execution and service delivery
• Drive continuous improvement in client outcomes and overall experience

Staffing & Scheduling

• Oversee scheduling operations through the Service Manager
• Ensure open shifts remain at or below agency targets
• Improve caregiver utilization and workforce efficiency
• Monitor overtime and labor management
• Develop staffing strategies that support growth while maintaining profitability

Human Resources & Team Development

• Lead employee performance management and accountability
• Conduct coaching, corrective action, and performance reviews
• Partner with Recruiting to improve caregiver retention and workforce stability
• Develop future leaders within the organization
• Foster a culture of ownership, accountability, and excellence

Leadership Development

• Build a leadership team capable of making decisions independently
• Coach department leaders to improve communication, execution, and accountability
• Establish clear expectations and measurable performance standards
• Develop succession plans and leadership bench strength

Financial Stewardship

• Make operational decisions with strong financial awareness
• Monitor labor costs, utilization, overtime, and operational efficiency
• Balance growth, service quality, and profitability
• Partner with Ownership on forecasting and strategic planning

Key Performance Indicators

Client Metrics
• Client Retention
• Client and Family Satisfaction
• Return to Care Rate

Caregiver Metrics
• Retention
• Active Caregiver Count
• Employee Satisfaction

Operational Metrics
• Utilization Percentage
• Overtime Percentage
• Client/Caregiver Match Success

Leadership Metrics
• Department Goal Achievement
• Employee Accountability
• Leadership Development Progress

Ideal Candidate

• Proven leadership experience in home care, healthcare, senior care, or service-based operations
• Strong people leadership and coaching skills
• Demonstrated success building accountability systems and improving operational performance
• Financially minded with the ability to balance quality, growth, and profitability
• Skilled in conflict resolution and difficult conversations
• Strong communicator capable of influencing teams and driving results
• High emotional intelligence with a servant-leader mindset
• Comfortable making decisions and taking ownership

Success in This Role

Within 12 months, this leader will have:

• Improved client retention
• Increased accountability across all departments
• Reduced owner involvement in daily operations
• Built stronger department leaders
• Improved caregiver retention and staffing stability
• Established a culture of ownership and performance