Senior Director, Global Delivery

Join Elder Care Homecare

Together, we elevate care to meet the moment and deliver peace of mind.

About Elder Care Homecare

Elder Care Homecare is a private-pay home care agency proudly serving clients across New York, New Jersey, Connecticut, Massachusetts, and Rhode Island, with ambitious plans for continued expansion. As we grow, we are building a team of professionals who are passionate about caregiving, service excellence, and making a meaningful difference, every single day.

The Opportunity

We are seeking a Senior Director, Global Delivery to join our growing team. Reporting to our Chief Business Officer, this leader will oversee our Philippines-based On-Call Team, Customer Success Team, Coordinator Support Program, and launch new delivery teams that emerge as we grow. Remote candidates will be considered but proximity to New York is preferred.

This role will be instrumental in building and optimizing the processes, workflows, and team structures that support an effective global workforce. With a strong focus on continuous improvement and automation, you will help our teams deliver consistent, high-quality service while supporting company growth and acquisition integrations.

The ideal candidate is a strategic and hands-on operations leader with experience managing large cross-functional teams remotely and enjoys developing people, solving complex problems, and turning ideas into practical, scalable ways of working.

This role will require travel to the Philippines 1-2 times per year.

Key Responsibilities

Global Team Leadership

• Oversee the Philippines-based On-Call Team, Customer Success Team, Coordinator Program, and emerging delivery teams.
• Lead and develop team leaders, setting clear expectations, responsibilities, and performance goals.
• Establish staffing and coverage plans that align team capacity with business needs.
• Strengthen communication, collaboration, and accountability between global teams and US-based operations.

Process Building, Optimization & Automation

• Assess existing workflows and build scalable processes that improve service quality, efficiency, and consistency.
• Identify bottlenecks, manual tasks, and gaps in service delivery, then implement measurable improvements.
• Partner with internal stakeholders to introduce automations and technology solutions that reduce administrative work and improve accuracy.
• Develop standard operating procedures, training materials, handoff protocols, and escalation processes.
• Ensure new processes are adopted effectively through training, communication, and ongoing follow-through.

Performance & Service Delivery Quality

• Establish key performance indicators, reporting, and quality standards across delivery functions.
• Use operational data to identify trends, address performance gaps, and guide decisions.
• Partner with US and Philippines based leaders to ensure global teams are meeting the needs of clients, caregivers, and local operations.
• Foster a culture of continuous improvement, proactive problem-solving, and service excellence.

Growth & Acquisition Integration

• Support acquisition integrations by assessing workflows, coordinating operational transitions, and aligning delivery responsibilities.
• Transition appropriate functions into the global delivery model while maintaining service continuity.
• Launch new delivery teams and programs, defining staffing needs, workflows, training, and measures of success.
• Lead cross-functional projects that strengthen our ability to scale.

Qualifications

• 7+ years of progressive experience in operations, service delivery, or global workforce management, including leadership of multiple teams.
• Demonstrated experience managing offshore or international teams.
• Proven success building, implementing, and optimizing operational processes in a growing organization.
• Hands-on experience introducing workflow automations and technology improvements.
• Strong analytical skills, including experience developing KPIs, interpreting data, and improving team performance.
• Experience owning cross-functional projects and leading teams through change.
• Excellent communication, organizational, and problem-solving skills.
• Ability to balance strategic planning with hands-on execution.
• Homecare, healthcare, or another service-intensive industry background preferred.
• Acquisition integration experience preferred.
• Based in the US, with flexibility to collaborate across EST and Philippines time zones. Proximity to New York is preferred.
• Ability to travel to the Philippines 1-2 time per year

Why You’ll Love Working With Us

A Culture That Puts People First

Join a collaborative team where your perspective matters, leaders are accessible, and people support one another’s success.

Competitive Pay & Fair Treatment

We offer a competitive annual salary, annual discretionary bonus, medical, dental, vision insurance, 401(k) matching, PTO, company-wide holidays and a workplace built on respect, transparency, and recognition.

Growth & Career Development

Help shape an expanding global delivery function, with opportunities to take ownership of new teams, initiatives, and operational improvements.

Make a Real Impact

Build the systems and support that allow our teams to serve clients, families, and caregivers with greater consistency and care.

Our Commitment to You

We are committed to treating every team member with dignity and respect, creating a supportive and ethical workplace, and recognizing the contributions that help us grow. You will have the opportunity to bring forward ideas, take ownership of meaningful work, and help shape the future of our organization.

Ready to Grow With Us?

If you’re looking for a role where your work is meaningful, your contributions are valued, and your career can grow alongside a dynamic home care organization, we’d love to hear from you.

Apply today and help us elevate care, together.

Pay: $120,000.00 - $130,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Application Question(s):

• Have you ever worked for Elder Care Homecare in the past?

Experience:

• Operations: 5 years (Preferred)
• Global Workforce Management: 3 years (Preferred)
• Home care or Healthcare: 2 years (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person