Director of Remote Supports (Mesa)
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! Your Problems Solved As the Director of Remote Supports at SafeinHome, 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: First 90 Days 30 Day Deliverables - 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. 60 Day Deliverables - 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. 90 Day Deliverables - 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. Soft Skills You possess exceptional leadership, communication, and problem-solving qualities. You stay calm and professional during emergencies and critical incidents, and you serve as a steady senior escalation point when it matters most. You handle difficult conversations adeptly, hold managers accountable to measurable standards, and discipline when necessary, while remaining kind, compassionate, empathetic, respectful, and patient. You motivate a 24/7 team with a positive, enthusiastic demeanor, build trust across departments, and are viewed as a knowledgeable, high-functioning resource by everyone you work with. Technical Skills Your technical expertise includes building and operating scalable 24/7 workforce models, including forecasting, scheduling, real-time management, and shift coverage across multiple states and time zones. You define and manage to SLAs and operational KPIs in monitoring, response, or high-volume support environments, and you read, interpret, and act on operational analytics and dashboards. You design repeatable protocols, documentation standards, and quality assurance programs that hold up as volume grows. You understand State and funding source compliance, waiver, documentation, and client privacy requirements, and you partner effectively with IT on assistive technology, monitoring platforms, alerting systems, telephony, capacity, uptime, and business continuity. You are proficient with Zoom, Teams, Outlook, Word, and Excel, and comfortable building staffing, coverage, and volume forecasting models. Must Haves To excel in this role, you must have a Bachelor’s degree; an advanced degree in a management-related area is preferred. You should have 5 years of management experience as a Senior Manager or higher. Direct experience scaling a Remote Supports, remote monitoring, 24/7 contact center, or equivalent service organization in a healthcare-related space from approximately 3,000 clients to more than 10,000 is essential, as is experience building and managing a 24/7 workforce and operating within a regulated, healthcare-adjacent, or caregiving environment. This position is based at a SafeinHome site in the Phoenix, AZ area, with occasional travel of less than 25%, availability across all coverage periods from time to time, and participation in an on-call escalation rotation. You must be a legal U.S. resident with a valid driver’s license, and pass all required background checks. About Us SafeinHome is dedicated to expanding access to reliable, consistent support that enables people with intellectual and developmental disabilities and older adults to live the lives they choose. Our services combine assistive technology with trained human support available 24/7, supporting individuals in living more independently while remaining safe in their homes and communities. Our core values guide our commitment to excellence: Uphold the Law: SafeinHome’s commitment to integrity begins with complying with laws, rules and regulations where we do business. Further, each of us must have an understanding of the company policies, laws, rules and regulations that apply to our specific roles. If we are unsure of whether a contemplated action is permitted by law or SafeinHome policy, we should seek the advice from the resource expert. We are responsible for preventing violations of law and for speaking up if we see possible violations. Create a Culture of Open and Honest Communication: At SafeinHome everyone should feel comfortable to speak his or her mind, particularly with respect to ethics concerns. Managers have a responsibility to create an open and supportive environment where employees feel comfortable raising such questions. We all benefit tremendously when employees exercise their power to prevent mistakes or wrongdoing by asking the right questions at the right times. Respect for the Individual: We all deserve to work in an environment where we are treated with dignity and respect. SafeinHome is committed to creating such an environment because it brings out the full potential in each of us, which, in turn, contributes directly to our business success. We cannot afford to let anyone’s talents go to waste. Build Trust and Credibility: The success of our business is dependent on the trust and confidence we earn from our employees, customers and shareholders. We gain credibility by adhering to our commitments, displaying honesty and integrity and reaching company goals solely through honorable conduct. Set Tone at the Top: Management has the added responsibility for demonstrating, through their actions, the importance of this Code. In any business, ethical behavior does not simply happen; it is the product of clear and direct communication of behavioral expectations, modeled from the top and demonstrated by example. Call To Action If you have read this far, you have grit, and we should meet! While a resume is important, we would like to get to know you as a person. Please respond to [email protected] with your attached resume and let us know the answers to these three important questions: 1. What motivated you to respond to this role? 2. What do you feel you are capable of achieving? 3. How can we best reach you for a conversation this week?
