About This Role
Regional Directors at TheKey are responsible for the smooth operations, ongoing growth, and high employee and client satisfaction of a defined geographic region. This role involves ensuring all policies and procedures are implemented, workflows are optimized, and new initiatives are rolled out effectively. The Director also holds P&L responsibilities for their region, which will have greater than $100M in yearly revenues, and uses competitive intelligence to prepare locations for market changes.
Responsibilities
- Build expertise in every phase of TheKey operations, from client management and caregiver team recruitment and development to staffing operations, human resources, client acquisition, lead intake, client care management, and referral marketing
- Oversee operational performance, including efficient, effective, and high-quality delivery of services across the defined geographic region
- Manage a team of General Managers within a defined geographic region
- Create and sustain relationships with key partners to build brand awareness and generate new clients for TheKey
- Improve client relationships, satisfaction, and retention by implementing strong processes and oversight, including regular visits and re-assessments, family & POA communications, and regular client interaction
- Oversee day-to-day operations of the region, which may include facilities issues or emergencies, identification of new office space, and liaison with property managers
- Ensure the integrity of all processes and documentation, responding to requests for information and audit as necessary, and conduct periodic audits of both documentation and workflows
- Work with the Executive Team to craft strategic plans, roadmaps, and goals for the assigned market, as well as additional territories that may be identified as potential development opportunities
- Ensure all locations within the region meet their short-term and long-term goals, including client acquisition, referral marketing, lead conversion, client retention & satisfaction, gross margin, caregiver recruitment, and caregiver retention
- Ensure the successful recruitment, training, and development of new team members
- Evaluate the effectiveness of team members, including areas of strength and opportunity, communicate areas of development, and provide mentorship and training as needed, thereby helping all team members within the region to achieve success and growth within their roles
- Understand competitors and professionals in the local industry, helping to lead the competitive landscape and identify potential ways to further build out the team by identifying high-potential talent
- Build a cohesive, service-oriented team through recruitment, training and development, engagement, and retention of qualified team members
- Provide on-call and after-hours support as needed
