Lead Operations manager - Home Based regions

About this role

We’re hiring a Lead Operations Manager to lead and scale operations across multiple home-based service regions within a growing behavioral health organization.

This role oversees 5–8 Operations Managers (Care Coordinators) and partners closely with clinical and executive leadership to ensure families receive consistent, high-quality care while teams are supported, accountable, and set up for success.

What You’ll Do

Lead & Develop Teams

• Directly manage, coach, and mentor Operations Managers who coordinate care between patients and technicians across multiple regions and states
• Set clear expectations, drive accountability, and support professional growth
• Build strong, engaged teams aligned around client outcomes

Own Operational Excellence

- Establish clear expectations and standards, and ensure proper communications for:
- - Technician engagement and stability
- Client retention and satisfaction
- Fulfillment of prescribed therapy
- Service continuity and recovery from disruption
- Ensure consistent execution of The Treetop’s client lifecycle procedures across regions
- Monitor service fulfillment, disruption resolution, scheduled-to-actual performance, documentation quality, and retention of both clients and technicians
- Identify trends, risks, and bottlenecks; implement corrective action plans
- Monitor high-risk operational scenarios (extended service disruptions, repeated cancellations, pending discharges)

Champion the Client & Family Experience

• Ensure Operations Managers maintain strong, proactive relationships with families once services are active
• Oversee escalation management for high-risk or complex client situations, including service disruptions and pending discharges
• Reinforce a family-centered approach that balances operational efficiency with compassionate, responsive care

Support and Retain Quality Technicians

• Ensure Operations Managers maintain strong, proactive relationships with technicians once they are assigned to a c...