Vivid Life Home Care - Operations Manager

Organization: Vivid Life Home Care Headquarters
Reports To: Director of Operations and Business Development
Location: Remote, California (Must be able to complete in-person responsibilities in the Los Angeles area; Preference for candidates based in Southern California)
Role Type: Full-Time, Exempt
Salary Range: $85,000 – $110,000

English/Spanish bilingual (written and verbal) preferred 

Vivid Life Home Care is a growing network of worker-owned home care cooperatives across California operating under a shared brand and centralized back-office support structure (Vivid Life Cooperative Headquarters). Our mission is to provide world-class home care that blends the best traditions of caregiving with modern, proven practices to create vibrant futures for all.

We partner with independent organizations, including nonprofits and community-based institutions, to build a cooperative ecosystem that improves access to quality care while uplifting caregivers as worker-owners.

A worker-owned cooperative is an organization owned and governed by its worker-members. In this model, caregivers and staff are not just employees—they are member-owners who participate in decision-making and share in the economic and organizational success of the cooperative.

Key principles include:

• Democratic governance: Members participate in decisions that affect their cooperative
• Shared ownership: Members contribute to and benefit from organizational performance
• Local autonomy: Each cooperative maintains decision-making authority within shared system standards
• Shared services model: Headquarters provides centralized systems, infrastructure, compliance, and operational support

Vivid Life operates as a network of independent cooperatives connected through shared systems, standards, and brand infrastructure.

Position Summary

The Operations Manager is responsible for overseeing centralized systems, infrastructure, and daily operational performance across Vivid Life Home Care. This role ensures that Client Success Representatives (CSRs), Cooperative Admins, and caregiver member-owners across the cooperative network are fully supported to deliver high-quality, dignified care through efficient and scalable systems.

This leader serves as the operational backbone of the organization, connecting caregiver experience, client service delivery, and administrative infrastructure into a seamless, high-performing system.

This role combines systems management, training, technical support, implementation leadership, and data analysis across core platforms to drive operational consistency and efficiency.

This is not a traditional operations role. The person in this role will be supporting existing and new co-ops, including supporting caregivers and clients on a day-to-day basis. This will require the Operations Manager to be available and on-call outside of traditional working hours.The Operations Manager serves as the steward of shared infrastructure—creating and establishing standardized systems while preserving cooperative autonomy and local governance authority. This position works under the direction of the Director of Operations and Business Development and requires flexibility to support occasional after-hours and weekend operational needs.

The Operations Manager provides operational oversight and functional leadership across headquarters support functions and implementation teams.

Direct Supervision May Include:

• →Headquarters-based operational or administrative support staff
• →Training or systems implementation personnel
• →Contractors or consultants supporting operational initiatives

Indirect Leadership Includes:

• →Coaching Cooperative Admins across local cooperatives
• →Supporting Client Success Representatives (CSRs) in system adoption and workflow execution
• →Monitoring KPI performance and implementation compliance
• →Supporting corrective action planning and system improvement initiatives

Authority Includes:

• →Establishing SOPs, workflows, reporting standards, and system requirements
• →Approving operational implementation plans and system rollout timelines
• →Driving standardization of tools and processes across the network

Does Not Include:

• →Overriding cooperative governance decisions
• →Directing caregiver member-owner employment relationships
• →Controlling local cooperative decision-making structures

• Lead creation, rollout, adoption, and optimization of operational systems (AxisCare, HubSpot, QuickBooks Online)
• Develop and maintain SOPs, workflows, and system standards
• Ensure data integrity, reporting accuracy, and KPI visibility
• Identify opportunities for operational efficiency and scalable growth
• Support enterprise-level operational initiatives as assigned

• Design and deliver training programs for Cooperative Admins and staff
• Apply adult learning principles to improve system adoption
• Provide ongoing coaching and reinforcement of operational standards
• Adapt training for diverse cultural and linguistic needs

• Serve as primary escalation point for system-related issues
• Coordinate with vendors to resolve technical challenges
• Maintain documentation for system troubleshooting and FAQs
• Ensure continuous improvement of operational tools and workflows

• Track system usage, performance metrics, and operational KPIs
• Analyze trends, gaps, and opportunities for improvement
• Prepare operational reports for leadership and stakeholders

• Support Member-Admins in scheduling, shift coordination, and operational execution
• Strengthen relationships across cooperatives to improve system utilization
• Collaborate with Business Development to operationalize partner workflows
• Support onboarding of new partners and implementation of referral systems

The Operations Manager serves as the steward of Vivid Life’s shared-service model and a lead in ensuring that cooperative governance and operations are effectively embedded throughout the co-ops, while maintaining local co-op autonomy.

Responsibilities include:

• Developing network-wide SOPs and operational frameworks
• Establishing minimum operational standards across cooperatives
• Driving system adoption through training and partnership (not directive control)
• Supporting implementation while respecting cooperative governance authority
• Creating scalable infrastructure that enables growth without losing human-centered care
• Escalating risks and proposing operational improvements
• Ensuring transparency through dashboards and shared reporting systems

Success in this role is measured by both operational consistency and cooperative empowerment.

• Strong systems thinking and operational leadership
• Ability to translate technical systems into user-friendly processes
• High proficiency in CRM, scheduling, and/or accounting systems
• Strong analytical and KPI-driven decision-making skills
• Excellent communication and training facilitation abilities
• Ability to manage complexity in fast-paced environments
• Cultural competence and adaptability in diverse teams
• Balance of compassion, patience, execution, and accountability

Required:

• 3+ years operations, systems development and implementation, or healthcare operations experience
• Experience with CRM/scheduling/accounting systems (AxisCare, HubSpot, QuickBooks Online or similar)
• Experience delivering training or facilitating learning programs to adult audiences
• Strong technical troubleshooting and systems management skills
• Experience managing KPIs and operational performance metrics
• Ability to work in fast-paced, startup or growth environments, including the ability to work long hours outside of the traditional 9-5
• Bilingual in Spanish (working proficiency)

Preferred:

• Experience in home care, home health, healthcare, or related field
• Experience in distributed or network-based organizations
• Familiarity with cooperative or non-hierarchical models
• Experience with culturally and linguistically diverse populations
• Instructional design or adult learning experience

• Ability to sit and work at a computer for 6–8 hours per day
• Ability to communicate effectively via video, phone, and written platforms
• Ability to travel locally within California as needed
• Ability to occasionally lift up to 25 pounds
• Ability to conduct occasional site visits in home, office, or community environments
• Ability to review dashboards, reports, and operational data systems

This position operates in a primarily remote work environment with periodic in-person responsibilities in Los Angeles and surrounding Southern California regions.

The role combines systems development and management, training, technical support, implementation oversight, and data analysis across core platforms (AxisCare, HubSpot, QuickBooks Online, Google Workspace, Slack, and other communication tools).

The Operations Manager provides direct support to Member-Admins across cooperatives, ensuring systems are effectively implemented, utilized, and continuously optimized. This includes onboarding support, troubleshooting, workflow reinforcement, and fostering an inclusive learning environment for users with diverse technical and cultural backgrounds.

The role requires frequent virtual collaboration, independent decision-making, and coordination across multiple teams and cooperatives.

This position works under the direction of the Director of Operations and Business Development and requires flexibility to support occasional after-hours and weekend operational needs based on business demands.