Manager of Caregiver Onboarding Operations

Description

At Accra, our mission is to improve lives by providing individualized homecare services and support to people living at home. We foster an environment where every employee is respected, celebrated, and encouraged to bring their whole self to work.

Why Work at Accra?

Accra offers a comprehensive benefits package designed to support your personal well-being, professional growth, and financial future:

• •Work/Life Balance: Schedules designed to help you thrive.
• •Generous PTO: Including an additional paid day dedicated to self-care and a separate paid day for community volunteering.
• •Mental Health Support: Free wellbeing programs.
• •Smart Financial Options: HSA & FSA plans to help you plan ahead.
• •Secure Your Future: 401(k) retirement plan to invest in tomorrow.
• •Comprehensive Benefits: Medical, dental, and vision coverage for full-time employees.
• •Professional Development: Training and growth opportunities to advance your career.
• •Bonus Eligible: This position is eligible for a performance-based annual bonus.

Are you a metrics-driven leader who loves building high-performing teams and improving operations?

We're looking for a leader who thrives in a fast-paced environment, enjoys solving operational challenges, and takes pride in helping teams exceed goals. If you have experience leading service-oriented teams, managing performance through KPIs, and creating a culture of accountability and continuous improvement, we'd love to talk with you.

About This Role

Accra is seeking a results-driven leader to oversee our caregiver onboarding operations. This is an opportunity for someone who thrives on improving processes, coaching teams to achieve ambitious goals, and using data to drive operational performance.

As the Onboarding Manager, you will lead a high-volume service operation responsible for onboarding Accra's caregiver workforce. You will own key performance metrics including time-to-hire, onboarding completion rates, productivity, service levels, quality, and caregiver satisfaction. Working cross-functionally with HR, Operations, and IT, you will identify opportunities for improvement, remove barriers, and implement scalable solutions that support organizational growth.

The ideal candidate is a hands-on leader who enjoys building high-performing teams, holds themselves and others accountable to results, and brings a continuous improvement mindset to every aspect of the operation.

What Success Looks Like

• •Consistently meeting or exceeding onboarding service-level expectations.
• •Reducing onboarding cycle times while maintaining quality and compliance standards.
• •Building a high-performing team that delivers an exceptional caregiver experience.
• •Using data and metrics to identify trends, solve problems, and improve operational efficiency.
• •Driving accountability through KPI management, coaching, and performance development.
• •Implementing process improvements that support growth and scalability across the organization

Preferred Qualifications

• •3+ years leading teams in a service operations, call center, workforce management, onboarding, customer service, healthcare operations, or related environment.
• •Demonstrated success managing KPIs, operational metrics, productivity standards, and service-level agreements.
• •Experience leading teams through change, growth, and process transformation.
• •Strong analytical skills with the ability to use data to drive performance improvements and operational decisions.
• •Proven ability to coach and develop employees while fostering a culture of accountability and continuous improvement.
• •Experience managing high-volume workflows and competing priorities in a fast-paced environment.

Requirements

• •Lead, coach, and develop a team responsible for high-volume onboarding operations, setting clear expectations and driving accountability for performance outcomes.
• •Own operational metrics related to onboarding throughput, service levels, and time-to-hire, developing action plans to consistently achieve performance targets.
• •Identify, prioritize, and execute process improvement initiatives that enhance caregiver experience, increase team productivity, and improve operational results.
• •Analyze team and business metrics to identify performance trends, capacity needs, workflow bottlenecks, and opportunities for improvement.
• •Build a culture of continuous improvement centered around operational excellence, accountability, responsiveness, and customer service.
• •Utilize data, dashboards, and reporting to drive decisions and communicate performance outcomes to leadership.