Director of Service Delivery

About the job

Location: United States (remote, Eastern Standard Time hours)

Reports to: VP, Operations

Compensation: Starting at $140K+, + meaningful equity
 

About Givers:

At Givers, we believe in a future where family members can sustainably care for one another.

Across the United States, millions of people provide care for loved ones, often without training, support, or financial stability.
 

Through Medicaid programs, Givers enrolls, supports, and pays family caregivers while building the tools, coaching, and systems that make care sustainable. Our work focuses on strengthening caregiver capability and reducing burden over time through proactive support, consistent coaching, and thoughtfully designed care systems.

Position Overview:

Givers operates from a simple principle: the quality & excellence of our care delivery must scale alongside our growth. Today our service organization includes a growing team of care coaches and nurses supporting caregivers across multiple states. Each state has different regulatory environments, staffing constraints, and operational requirements.
 

The Director of Service Delivery owns how the Givers care model is executed across markets, ensuring caregivers receive consistent, high-quality support while our frontline teams operate with clarity, stability, and sustainable workloads. You will lead the day-to-day service operation while helping shape how the Givers care model evolves as we scale across new markets.
 

This role is ideal for a leader who believes that great care delivery is both a people discipline and a systems discipline. You will partner closely with the VP of Operations as well as peers in Strategic Operations, Product, and Administration to ensure that growth strengthens, rather than erodes, the quality of our care model.
 

This is a player-coach leadership role. You will set standards, develop leaders, and build systems while staying close enough to the work to understand what caregivers and frontline teams are actually experiencing.
 

Responsibilities:
 

Lead day-to-day service operations

• Ensure stable and predictable service delivery across all markets; managing both centralized coaching operations and market-specific field nursing operations
• Define & maintain clear guardrails for caseload size, service cadence, and documentation standards
• Monitor escalations, service gaps, and operational signals
• Anticipate operational risks, capacity constraints, and quality drift before they surface, and intervene early with clear plans for resolution.

Reinforce coaching and clinical quality

• Define what strong coaching and clinical interactions look like
• Maintain documentation standards and quality review processes
• Implement regular quality scorecards and feedback loops
• Ensure caregivers receive consistent, high-quality support

Manage compliance and audit readiness

• Ensure documentation and required touchpoints are completed accurately and on time
• Maintain operational readiness for audits and regulatory reviews
• Translate regulatory requirements into clear frontline expectations

Lead and develop the service team

• Manage and scale a high-performing team of coaches and nurses
• Establish strong performance management and coaching frameworks
• Ensure healthy utilization and sustainable workloads
• Identify and develop future leaders within the team

Improve the care model over time

• Monitor caregiver outcomes including burden, satisfaction, and engagement
• Identify patterns that suggest improvements to the care model
• Partner with Strategic Operations and Product to refine workflows and systems
• Ensure new processes and capabilities are adopted effectively

Partner cross-functionally

• Collaborate with Strategic Operations on operational design and instrumentation
• Provide frontline insight to Product and Engineering teams
• Partner with Compliance and Billing on regulatory workflows
• Represent service delivery in company-wide operational decisions
• Translate care model principles and company priorities into clear operational expectations, workflows, and performance standards across markets.

Requirements

We’re looking for a leader who can combine clinical credibility, operational rigor, and strong people leadership.

Credentials

• Licensed NP/RN, LCSW, or equivalent clinical background strongly preferred

Experience

• 8+ years leading tech-enabled service delivery or clinical operations
• Experience working with family caregivers, aging populations, or home-based care programs (i.e., dementia care, PACE, caregiver support organizations) strongly preferred
• Background in Medicaid, home-based care, value-based care, or caregiver support programs
• Experience managing teams in regulated healthcare environments
• Experience scaling frontline teams and services across multiple markets or regions

Leadership

• Experience managing and developing teams of 20+ frontline staff
• Ability to balance accountability with strong team culture
• Experience installing operational rhythms such as weekly reviews, quality scorecards, utilization management, and performance coaching

Operational capabilities

• Strong understanding of documentation standards, compliance workflows, and audit risk
• Experience managing caseload models and staffing ratios
• Ability to distinguish between performance issues, capacity issues, and system design issues

Mindset

• Deep commitment to caregiver outcomes and staff experience
• Comfortable operating in growing, evolving organizations
• Able to build structure while maintaining speed and flexibility
• Willing to challenge assumptions and advocate for what caregivers and frontline teams actually need

Givers Values

• Impact Over Flash: We chase outcomes, not shiny objects. We focus on what truly moves the needle for caregivers and families, not what looks impressive from the outside. Substance beats spectacle, every time.
• Family-Grade Pride: We take pride in our work as if our own loved ones were the ones counting on it. We operate with care, integrity, and accountability.
• Play the Long Game: We build and operate for the future. We invest in strong fundamentals, solve problems to their core, make decisions that compound, and think in decades, not quarters. Sustainability beats shortcuts.
• Entrepreneurship, Every Day: We are owners. We embrace ambiguity by working from first principles and focus on speed to learnings through small bets, tight loops, quick iteration, and consistent calibration.
• Win Together: We always look for win-wins. We put mission above ego, collaborate intensely, and find common ground. We celebrate each other and never let the joy of this journey get lost behind the pursuit of a destination.

Equal Opportunity Statement

Givers is an equal opportunity employer, and we encourage candidates from all backgrounds to apply.