DIRECTOR OF CLIENT SERVICES
Department: Administration
Reports To: CEO
FLSA Status: Exempt
M-F, Full-Time and some after hours as needed
Hybrid role with three on-site office days, including travel for client visits and community events
Availability required for after-hours escalation
POSITION SUMMARY
Peace at HomeCare is a boutique, concierge-style companion home care agency and licensed caregiver employment agency serving Central New York for 15 years. We provide highly personalized, relationship-driven care that empowers clients to live independently with dignity and comfort.
The Director of Client Services is a senior leadership role responsible for overseeing day-to-day operations, client experience, team performance, business development, and after-hours escalation management across the organization. This individual ensures seamless service delivery, high client satisfaction, and efficient internal operations while driving growth through relationship-building and community engagement.
KEY RESPONSIBILITIES
Key Responsibilities Operations & Client Services
- Oversee day-to-day agency operations, including scheduling oversight and service coordination
- Ensure consistent, high-quality service delivery and client satisfaction
- Oversee onboarding and implementation of new client services
- Serve as a senior point of contact for client concerns and escalations
- Monitor operational performance metrics and identify opportunities for improvement
- Strengthen workflows, communication systems, and internal accountability processes
- Ensure compliance with agency policies and applicable regulations
Leadership & Team Management
- Directly supervise office staff and support team development
- Lead hiring, onboarding, coaching, and performance management processes
- Set clear expectations and hold team members accountable professionally and respectfully
- Address employee performance concerns and support corrective action processes when needed
- Foster a positive, professional, team-oriented culture aligned with company values
Business Development & Community Engagement
- Build and maintain relationships with referral sources and community partners
- Attend networking and community events
- Identify opportunities for growth within the existing client base
- Partner with marketing leadership on outreach and growth initiatives
After-Hours Escalation Management
- Serve as the primary escalation point for urgent staffing and client concerns
- Support the team in resolving after-hours and crisis situations calmly and effectively
- Maintain and strengthen escalation protocols and response systems
Qualifications
- Bachelor’s degree required; advanced degree preferred
- Minimum of 5 years of leadership or management experience in home care, healthcare, human services, or a related field is preferred
- Strong operations and team leadership experience required
- Experience in process improvement
- Experience managing performance, accountability, and employee development
- Experience in client relations, service delivery, and business development
- Familiarity with Department of Labor and Department of Health regulations preferred
Ideal Candidate Qualities
- High emotional intelligence and professionalism
- Strong leadership presence with a calm, grounded demeanor
- Excellent communication and conflict-resolution skills
- Strong critical thinking and problem-solving abilities
- Highly organized with strong follow-through
- Comfortable making decisions and managing difficult conversations
- Able to balance compassion with accountability
- Maintains composure in fast-paced or high-pressure situations
- Growth-oriented with a desire to improve systems and processes
- Compassionate, relationship-driven professional who is passionate about helping older adults and families navigate care decisions with confidence. As the first point of contact for prospective clients, this individual will represent our brand with warmth, professionalism, and empathy while guiding families through the intake process. The ideal candidate is equally comfortable building trusted relationships, assessing client needs, and coordinating a seamless transition from initial inquiry to service implementation through strong collaboration with internal team members.
This Role Is NOT a Fit For Someone Who:
- Avoids difficult conversations or accountability
- Requires constant direction or supervision
- Struggles in fast-paced or unpredictable environments
- Has difficulty managing competing priorities
- Prefers highly structured corporate environments with limited operational variability
COMPENSATION & BENEFITS
Salary: $75,000 – $85,000 annually based on experience
Bonus opportunities tied to performance
Paid time off and holidays
Retirement plan eligibility
Health Reimbursement Account
Professional development opportunities
Schedule
- Full-time
- Monday through Friday
- Hybrid role with approximately three in-office days per week
- Availability required for after-hours escalation support as needed
Location Requirement
Candidates must reside within approximately 30 miles of Fayetteville, NY (13066).
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Flexible schedule
- Health insurance
- Paid time off
People with a criminal record are encouraged to apply
Application Question(s):
- What is the highest level of education you have completed?
- Will you be able to reliably commute to Fayetteville, NY 13066 for this job?
- How many years of senior leadership, management or director experience do you have?
- How many years of proven track record of success in operations management experience do you have?
- This jobs requires you to live within 30 miles of the current office, zip code 13066.
- How many years of homecare or related service-industry leadership experience do you have?
Work Location: Hybrid remote in Fayetteville, NY 13066
