Client Care Operations Manager at Caswell Bay Inc – Palo Alto, California

We’re seeking a compassionate, polished professional who can blend client care, community relationship building, and operational leadership. This role is perfect for someone who thrives in senior care or healthcare services, enjoys working directly with families and referral partners, and wants to make a measurable impact on both quality of care and company growth. You’ll be a trusted advisor to clients, a strong community ambassador, and a key leader in driving retention, referrals, and service excellence.

• Guide clients and families to the right care solutions while building long-term relationships that drive retention.
• Lead business development efforts by cultivating referral partnerships and expanding presence in the senior care community.
• Oversee ongoing client care management, ensuring high service quality, satisfaction, and continuous feedback.
• Drive revenue growth through client engagement, referrals, and community outreach initiatives.
• Serve as a role model for ethical practices, professionalism, and service excellence.
• Build and develop high-performing teams through hiring, coaching, mentoring, and performance management.
• Collaborate cross-functionally to align pricing, staffing, and service delivery with business goals and client needs.
• Provide hands-on leadership and support to local teams through regular on-site engagement.
• Establish and grow relationships with healthcare professionals and organizations to generate new client referrals.
• Partner with families and internal teams to improve client outcomes and satisfaction.
• Support client lifecycle management, including onboarding, renewals, and service expansion.
• Conduct consultations and in-home assessments to educate prospects and convert new clients.
• Represent the company at community events to strengthen brand awareness and trust.
• Ensure seamless coordination across departments to deliver a high-quality client experience.
• Maintain accurate client, caregiver, and referral data to support operations and growth.
• Track and report on key performance metrics to inform strategy and decision-making.
• Enhance client communication systems to improve engagement and transparency.
• Travel locally to multiple locations in the SF Bay Area to support clients, teams, and business development activities.

• Proven success in business development and partnership building, with a track record of driving new client acquisition and retention within the healthcare or home care industry.
• Strong leadership and client advocacy skills, with the ability to collaborate cross-functionally and cultivate high-performing, team-oriented environments.
• Excellent communication and relationship-building abilities, capable of engaging effectively with clients, families, referral partners, and internal teams.
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced, results-driven environment.
• Strategic thinker with strong analytical and problem-solving skills; able to interpret data, identify trends, and make sound business decisions.
• Experience with client management, CRM systems, and operational workflows to support service excellence and growth.
• Demonstrated ability to coach, mentor, and develop team members to achieve high performance.
• Professional presence with strong judgment, conflict resolution skills, and commitment to ethical standards.
• Proficient in Google Workspace or Microsoft Office tools.

• Bachelor’s degree in Business, Marketing, Healthcare Administration, or related field.
• 5+ years of experience in healthcare, home care, or related industry.
• 2+ years of client management or account management experience.
• Valid driver’s license, clean driving record, and ability to pass background clearance.
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Limitations and Disclaimer:

This job description describes the essential functions, general duties and responsibilities, physical requirements, and PPE associated with the position; it is not an exhaustive list of all duties, responsibilities, or skills required for the position.

The essential functions, general duties, responsibilities and physical requirements associated with the position are subject to modification in order to reasonably accommodate individuals with disabilities. Some physical requirements may exclude individuals who pose a threat or risk to the health or safety to themselves or others.

This job description neither states nor implies that the listed essential functions, general duties and responsibilities, and physical requirements associated with the position are the only tasks expected of an employee. An employee is also required to follow any other job-related instructions and perform any other job-related tasks requested by their supervisor and not in violation of any applicable laws, regulations, or rules.

Requirements are representative of minimum levels of knowledge, skills, and abilities. To perform this job successfully, an employee must possess the abilities and aptitudes to perform each duty, responsibility, and physical requirement proficiently.

This job description in no way alters the “at-will” employment relationship with Hillendale Home Care.