Assistant Manager of Operations (Milwaukee, WI / On-Site)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S. We pride ourselves on our values which drive the level of care that we deliver to our patients: Here For You (An attitude of service, empathy, and availability) Own It (Drive and ownership) Do the Right Thing (High integrity) Be Positive (Great attitude and a can-do positive approach to challenges) Join our team and make a positive impact on the lives of others! We are looking for an Assistant Manager of Operations for our Wisconsin Team! This role is an on-site position with a required commute of 3 - 5 days per week to our office in Wisconsin. Department & Position Overview: The Assistant Manager of Operations , Wisconsin serves as the Agency Administrator and is responsible for the performance, daily operations, and continuous improvement of FreedomCare’s personal care services in Wisconsin . This role oversees the full client and caregiver lifecycle, from inquiry, sales, intake, and onboarding through service start and ongoing care support, ensuring timely access, consistent service, and regulatory compliance. The Assistant Manager leads people leaders, implements changes , partners with operational teams and manages staffing, resources, and performance goals. Working with clinical staff, state leadership, and cross-functional partners, this role establishes and maintains compliance with effective processes and uses performance data to improve the client and caregiver experience. Every Day You Will: Drives state-level operational performance across home care sales, intake, orientation, start of care, and ongoing client and caregiver support. Lead recruiting staff, securing and equipping facilities, establishing referral partnerships, and preparing systems and workflows for service delivery. Hire, train, coach, and develop Team Leads; establish clear expectations, evaluate performance, and follow up with appropriate action. Manage lead queues, intake pipelines, documentation collection, eligibility review, authorization status, onboarding readiness, and case aging to support timely enrollment and service activation. Establish routines for workload distribution, scheduling, attendance, coverage, service levels, escalation review, and capacity planning; support succession planning and leadership continuity. Monitor and report on conversion, intake completion, activation timeliness, care continuity, quality, productivity, customer experience, compliance, workforce performance, and financial results. Partner with the Manager of Operations to use dashboards, audits, customer feedback, and operational data to identify trends and root causes; implement corrective actions for delays, errors, staffing gaps, service disruptions, complaints, incidents, and audit findings. Ensure operations and service delivery follow authorized care plans, payer and program requirements, applicable state and federal regulations, HIPAA, and company policies; coordinate with qualified clinical staff on clinical oversight. Maintain audit readiness through accurate client, caregiver, and personnel records, service authorizations, visit documentation, qualification and training records, complaint and incident records, and corrective action documentation. Oversee employee and service provider orientation, ongoing training, evaluations, and competency processes; communicate applicable rules, contractual obligations, and policies and make required reference materials available. Resolve complex enrollment and care-support escalations and strengthen handoffs among sales, intake, onboarding, clinical, and active-care teams to protect service continuity and customer trust. Maintain an up-to-date organizational chart and clear lines of authority; designate a qualified Substitute Administrator in writing to maintain operations during the Administrator’s absence. Maintain a safe, adequately equipped office with a working telephone and staffing during business hours; establish written operating hours and inform clients how to access care outside those hours. Protect the confidentiality and security of physical and electronic client records and ensure required reports and records are accurately maintained and submitted to the appropriate agencies. Manage competing projects and operational priorities, lead teams through change, and present performance updates, risks, action plans, and recommendations to senior leadership. Ideal Candidate Will Possess: Bachelor’s degree or higher in a healthcare-related field from an accredited college; with at least two years of experience working in a healthcare-related field. At leas