Lead People. Improve Operations. Deliver Excellence.

Sheraton Caregivers is seeking an experienced healthcare operations leader to serve as our Director of Field Operations & Client Experience. This is a 100% field-based leadership position responsible for overseeing field operations, supervising approximately 10–15 field professionals, and ensuring exceptional service delivery throughout our private-duty home care organization. Reporting directly to the Operations Manager, this role provides visible leadership while driving operational excellence, workforce performance, and an outstanding client experience.

This is not a desk-based management position. Approximately 70–80% of your time will be spent in the field evaluating operations, supporting caregivers, visiting clients and senior living communities, improving workflows, identifying cost-saving opportunities, and implementing operational improvements that strengthen efficiency, service quality, and financial performance. Working closely with the Operations Manager, Chief Financial Officer, and Executive Leadership, you will play a key role in improving operational effectiveness, enhancing client satisfaction, and supporting the continued growth of Sheraton Caregivers.

Primary Mission

The Director of Field Operations & Client Experience is responsible for transforming field observations into measurable operational improvements. Through visible leadership, operational oversight, workforce coaching, workflow optimization, and collaboration with Executive Leadership, the Operations Manager, and the Chief Financial Officer, this role strengthens operational performance, improves service delivery, identifies cost-saving opportunities, increases operational efficiency, supports financial performance, and elevates both the client and caregiver experience.

Key ResponsibilitiesOperational Leadership

• Lead and oversee all aspects of field operations, including service delivery, workforce deployment, field logistics, and operational execution.
• Provide visible leadership through regular field visits, coaching, mentoring, and direct supervision of approximately 10–15 field-based professionals.
• Ensure operational standards are consistently executed across private homes, assisted living communities, memory care communities, rehabilitation centers, and independent living communities.
• Evaluate field operations, workflows, staffing practices, and service delivery to identify operational inefficiencies and opportunities for improvement.
• Develop and implement operational improvement initiatives that increase efficiency, strengthen accountability, improve service quality, and enhance workforce effectiveness.
• Monitor operational performance, analyze trends, and recommend practical solutions that improve measurable outcomes.
• Lead cross-functional operational improvement projects that strengthen consistency, communication, and execution throughout the organization.

Operational & Financial Performance

• Partner closely with the Operations Manager and Chief Financial Officer to evaluate operational performance and identify opportunities to improve efficiency, reduce unnecessary costs, and strengthen financial performance.
• Analyze field operations and operational workflows to identify cost-saving opportunities, improve resource utilization, and maximize operational effectiveness.
• Recommend and implement process improvements that support sustainable growth while maintaining exceptional standards of care and service.
• Monitor operational performance indicators and develop recommendations that improve productivity, workforce utilization, client satisfaction, and organizational performance.
• Support Executive Leadership by providing operational insight, field observations, and recommendations that contribute to informed business decisions and long-term strategic growth.

Client & Community Experience

• Build and maintain strong relationships with clients, families, caregivers, hospitals, rehabilitation centers, referral sources, and senior living communities.
• Ensure exceptional client experiences through proactive leadership, responsiveness, and continuous operational oversight.
• Resolve operational concerns promptly while promoting outstanding customer service and client satisfaction.

Leadership & Team Development

• Recruit, coach, mentor, and develop high-performing field professionals.
• Foster a culture of accountability, professionalism, collaboration, innovation, and continuous improvement.
• Partner with Nursing, Scheduling, Human Resources, Finance, and Executive Leadership to strengthen communication, coordination, and operational execution.
• Lead special operational initiatives and strategic projects as assigned.

QualificationsRequired

• Minimum 5 years of progressive leadership experience in home care, healthcare operations, senior living, hospice, assisted living, or a related healthcare environment.
• Demonstrated success leading and developing field-based healthcare professionals.
• Experience supervising teams of approximately 10–15 employees.
• Strong operational leadership, organizational, analytical, and project management skills.
• Demonstrated ability to identify operational improvements, streamline workflows, improve efficiency, and implement sustainable process improvements.
• Strong financial and business acumen with the ability to analyze operational performance and identify opportunities for cost savings and operational improvement.
• Excellent communication, coaching, relationship-building, and leadership skills.
• Proficiency with Microsoft Teams, Outlook, Word, Excel, and Microsoft 365.
• Experience using scheduling software, healthcare technology, EVV systems, and electronic documentation.
• Valid driver's license with an excellent driving record.
• Ability to travel extensively throughout Fairfield County.

Preferred

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or a related field.
• Experience in private-duty home care or senior services.
• Experience leading multi-site healthcare operations.
• Lean process improvement, quality improvement, or operational excellence experience is a plus.

Work Schedule

• Full-time, exempt position.
• Primarily Monday through Friday.
• Flexibility to support occasional evenings, weekends, and operational needs.

Compensation & Benefits

• Competitive salary of $80,000–$95,000, based on experience.
• Performance-based annual bonus opportunity.
• Company vehicle or monthly vehicle allowance (based on company policy).
• Health Insurance.
• 401(k).
• Paid Time Off.
• Professional development and leadership growth opportunities.

Join Our Leadership Team

If you are a healthcare operations leader who enjoys building high-performing teams, improving operational performance, strengthening client relationships, and leading from the field, we invite you to apply. This is an opportunity to make a measurable impact on client care, operational excellence, workforce performance, and the continued growth of one of Connecticut's premier private-duty home care organizations.

Qualified candidates are invited to submit their resume and a brief cover letter for confidential review and consideration.

Please send your resume to:

Attention: Operations Manager
info@sheraton.care

Employment is contingent upon successful completion of a criminal background check, reference verification, and proof of eligibility to work in the United States.

Sheraton Caregivers is an Equal Opportunity Employer committed to creating an inclusive workplace where every employee is respected, supported, and empowered to succeed.

Pay: $80,000.00 - $95,000.00 per year

Benefits:

• 401(k) matching
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: On the road