Director of Retention & Consumer Experience

All American Home Care is seeking an experienced and strategic Director of Consumer Experience & Retention to lead initiatives focused on caregiver engagement, consumer satisfaction, workforce stability, and service retention across the organization. This leadership role is responsible for identifying operational gaps impacting caregiver and consumer experience, developing retention strategies, improving communication across departments, and reducing caregiver turnover and consumer discharges. The ideal candidate is highly operational, relationship-driven, analytical, and experienced in managing retention efforts within a fast-paced healthcare or home care environment.

Key Responsibilities

• Lead and oversee agency-wide caregiver and consumer retention strategies

• Develop systems to proactively identify at-risk caregivers and consumers before resignation or discharge occurs

• Analyze trends related to caregiver turnover, consumer complaints, staffing dissatisfaction, and service interruptions

• Build retention action plans focused on improving caregiver engagement and client satisfaction

• Collaborate closely with Recruitment, Coordination, HR, Operations, QA, and Leadership teams

• Oversee complaint resolution and high-level escalations involving caregivers, consumers, or family members

• Monitor caregiver attendance, call-offs, inactive status, and staffing consistency patterns

• Conduct retention audits and identify operational barriers affecting caregiver and consumer experience

• Develop caregiver appreciation, recognition, and engagement initiatives

• Create and maintain retention reporting, KPI tracking, and executive summaries

• Lead retention-focused meetings and provide strategic recommendations to leadership

• Support continuous improvement efforts related to communication, workflow, and service quality

• Help strengthen company culture and improve overall organizational experience

• Maintain detailed documentation and ensure timely follow-up on escalated concerns

• Assist with rebuilding relationships with dissatisfied consumers and caregivers when necessary

Qualifications

• Minimum 3 years of leadership experience in home care, healthcare operations, workforce management, retention, HR, or client services

• Strong understanding of caregiver staffing challenges and home care operations

• Experience leading teams and implementing operational improvements

• Strong conflict resolution and relationship management skills

• Excellent organizational, communication, and problem-solving abilities

• Ability to analyze trends and develop strategic solutions

• Experience handling escalations and high-volume operational environments

• Knowledge of EVV systems, HHAeXchange, healthcare staffing workflows, or retention analytics preferred

• Bachelor’s degree preferred