Director of Operations

Director of Operations – Maryland, Delaware & New Jersey

Position Overview

The Director of Operations – Maryland, Delaware & New Jersey oversees operational performance, service excellence, and team leadership across GT Independence’s programs in these states. This leader ensures high‑quality fiscal intermediary services, drives regional growth, manages teams in a fast‑paced home care environment, and ensures compliance with each state’s program requirements.

• Oversees all operational functions across Maryland, Delaware & New Jersey.
• Develops, standardizes, and optimizes workflows, processes, and operating procedures across these states.
• Ensures operational compliance with each state’s unique program and regulatory requirements.
• Evaluates program performance and implements improvements to enhance service delivery and efficiency.
• Provides strategic direction and stability in a high‑turnover caregiving and agency environment.

• Executes company strategic initiatives across Maryland, Delaware & New Jersey markets.
• Identifies regional opportunities for expansion, innovation, and process improvements.
• Participates in the launch and implementation of new services, programs, or contracts.
• Develops and monitors operational metrics, KPIs, and performance standards.

• Leads, coaches, and develops operational leaders and teams across Maryland, Delaware & New Jersey, including multiple management‑level direct reports.
• Implements retention strategies for team members and supports ongoing professional development.
• Approves performance evaluations, wage recommendations, and development plans.

• Serves as the primary operational liaison to agencies, contractors, and stakeholders throughout Maryland, Delaware & New Jersey.
• Builds and strengthens relationships with state program contacts, community partners, and agency leaders.
• Represents GT Independence with professionalism in external meetings, regional work groups, and industry collaborations.

• Works with Human Resources, Compliance, and Quality teams to maintain full regulatory adherence.
• Leads continuous improvement initiatives across customer service, payroll, processing, and workforce management.
• Identifies operational inefficiencies and implements corrective action plans.
• Ensures the delivery of exceptional customer and participant experiences.

• Promotes and upholds GT’s mission, values, and culture across all states within the region.
• Performs other responsibilities as assigned.

• Bachelor’s degree in Business Administration, Human Services, Healthcare Management, or related field, or equivalent senior‑level experience in home care or agency operations.

• Minimum 5+ years of director or senior‑level experience in home care, home health, personal care, staffing, or similar high‑turnover care industries.
• Deep understanding of agency operations including recruiting, staffing, scheduling, workforce management, and employee retention.
• Experience managing multi‑site or multi‑state operations strongly preferred.
• Strong leadership skills with the ability to build resilient and effective teams.
• Excellent communication, problem‑solving, and analytical capabilities.
• Proven ability to work under pressure while meeting deadlines and managing competing priorities.
• Ability to build positive relationships with individuals from diverse backgrounds and abilities.
• Proficient in Microsoft Office applications and general digital tools.

This role includes a combination of remote work, fieldwork, and travel throughout Maryland, Delaware & New Jersey. Travel between states may be required based on operational needs.

GT Independence is a national, family‑owned organization supporting thousands of people across the U.S. through self‑direction and community‑based care programs. Team members benefit from flexible time off, competitive compensation, robust benefits, and ongoing opportunities for growth.