Director of Remote Supports

You’ve built and run 24/7 service operations across multiple service centers where every second of response time matters. You’ve taken an organization from a few thousand clients to more than 10,000 across all United States timezones and know exactly what breaks along the way: staffing models, queues, quality, and the management layers holding it all together. But your current role has plateaued, and you’re ready to apply that playbook to work that truly changes lives.

You want to lead a team that keeps people safe and independent in their own homes, day and night, while building an operation designed to scale. If this resonates with you, read on!

As the Director of Remote Supports at Safein Home, you will successfully run the service centers and you’ll own the vision, operating model, structure, and service standards for our entire Remote Supports organization. Your mission is to build and run the people, workflows, technology partnerships, and workforce model needed to grow from about 3,000 clients to more than 10,000, without any decline in response times, quality outcomes, or the safety of our clients and their support circles.

You’ll design staffing and scheduling across every shift, set and manage to service levels and KPIs, build the management layers and career paths that let the team grow with our census, and own the quality assurance program that keeps support consistent regardless of shift, market, or staff member. Your work will directly shape the reliability of the support that people and families depend on every day.

In the first 90 days, in addition to running the service centers, you will conquer:

• Conduct a comprehensive review of Remote Supports operations across all shifts, including nights, weekends, and holidays, and identify at least 3 areas for immediate improvement in response times, coverage, or quality.
• Schedule and lead discovery meetings with the Remote Supports senior managers, managers, and supervisors, and with IT, Product, HR, Finance, and Compliance partners, to align on growth goals and the Remote Supports operating model.
• Establish a baseline dashboard of core service levels and KPIs, including alert and alarm response times, speed of answer, escalation timeliness, schedule adherence, and monitoring coverage, and deliver a 90-day action plan with specific, measurable objectives.
• Deliver a staffing and scheduling model tied to forecasted client census, alert and contact volume, occupancy, shrinkage, and coverage ratios, along with a hiring plan that projects workforce needs for at least the next 12 months.
• Standardize the highest-impact Remote Supports protocols, response scripts, documentation standards, and escalation pathways, and confirm a clear on-call and incident command structure is in place at all times.
• Present a mid-term report to the SVP of Operations highlighting progress, challenges, and next steps.
• Deliver a scaling roadmap to 10,000+ clients covering the span-of-control structure, management layers, career paths, onboarding and certification model, and technology capacity, redundancy, and business continuity requirements developed with IT and Product.
• Launch a strengthened quality assurance cycle, including session reviews, call and alert audits, root cause analysis of misses or delays, and corrective action plans tracked to closure.
• Deliver a comprehensive 90-day performance report to the SVP of Operations showcasing service level performance against baseline, forecast versus actual staffing, cost-to-serve trends, key achievements, and areas for continued focus.

You possess exceptional leadership, communication, and problem-solving qualities. You stay calm and professional during emergencies and…