> Markdown version of [/jobs/ext/3639837-director-of-remote-supports](https://www.wearedevelopers.com/jobs/ext/3639837-director-of-remote-supports). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director of Remote Supports - **Company:** SAFE IN HOME LLC - **Location:** Maricopa County, AZ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Software Documentation, Control Structures - **Published:** October 8, 2026 - **Apply:** https://www.disabledperson.com/jobs/75894561-director-of-remote-supports ## About the Role You possess exceptional leadership, communication, and problem-solving qualities. You stay calm and professional during emergencies and critical incidents, and you serve as a steady senior escalation point when it matters most. You handle difficult conversations adeptly, hold managers accountable to measurable standards, and discipline when necessary, while remaining kind, compassionate, empathetic, respectful, and patient. You motivate a 24/7 team with a positive, enthusiastic demeanor, build trust across departments, and are viewed as a knowledgeable, high-functioning resource by everyone you work with. Technical Skills Your technical expertise includes building and operating scalable 24/7 workforce models, including forecasting, scheduling, real-time management, and shift coverage across multiple states and time zones. You define and manage to SLAs and operational KPIs in monitoring, response, or high-volume support environments, and you read, interpret, and act on operational analytics and dashboards. You design repeatable protocols, documentation standards, and quality assurance programs that hold up as volume grows. You understand State and funding source compliance, waiver, documentation, and client privacy requirements, and you partner effectively with IT on assistive technology, monitoring platforms, alerting systems, telephony, capacity, uptime, and business continuity. You are proficient with Zoom, Teams, Outlook, Word, and Excel, and comfortable building staffing, coverage, and volume forecasting models. Must Haves To excel in this role, you must have a Bachelor's degree; an advanced degree in a management-related area is preferred. You should have 5+ years of management experience as a Senior Manager or higher. Direct experience scaling a Remote Supports, remote monitoring, 24/7 contact center, or equivalent service organization in a healthcare-related space from approximately 3,000 clients to more than 10,000 is essential, as is experience building and managing a 24/7 workforce and operating within a regulated, healthcare-adjacent, or caregiving environment. This position is based at a SafeinHome site in the Phoenix, AZ area, with occasional travel of less than 25%, availability across all coverage periods from time to time, and participation in an on-call escalation rotation. You must be a legal U.S. resident with a valid driver's license, and pass all required background checks., 2. What do you feel you are capable of achieving? ## Description You've built and run 24/7 service operations across multiple service centers where every second of response time matters. You've taken an organization from a few thousand clients to more than 10,000 across all United States timezones and know exactly what breaks along the way: staffing models, queues, quality, and the management layers holding it all together. But your current role has plateaued, and you're ready to apply that playbook to work that truly changes lives. You want to lead a team that keeps people safe and independent in their own homes, day and night, while building an operation designed to scale. If this resonates with you, read on! Your Problems Solved As the Director of Remote Supports at SafeinHome, you will successfully run the service centers and you'll own the vision, operating model, structure, and service standards for our entire Remote Supports organization. Your mission is to build and run the people, workflows, technology partnerships, and workforce model needed to grow from about 3,000 clients to more than 10,000, without any decline in response times, quality outcomes, or the safety of our clients and their support circles. You'll design staffing and scheduling across every shift, set and manage to service levels and KPIs, build the management layers and career paths that let the team grow with our census, and own the quality assurance program that keeps support consistent regardless of shift, market, or staff member. Your work will directly shape the reliability of the support that people and families depend on every day. In the first 90 days, in addition to running the service centers, you will conquer: First 90 Days 30 Day Deliverables - Conduct a comprehensive review of Remote Supports operations across all shifts, including nights, weekends, and holidays, and identify at least 3 areas for immediate improvement in response times, coverage, or quality. - Schedule and lead discovery meetings with the Remote Supports senior managers, managers, and supervisors, and with IT, Product, HR, Finance, and Compliance partners, to align on growth goals and the Remote Supports operating model. - Establish a baseline dashboard of core service levels and KPIs, including alert and alarm response times, speed of answer, escalation timeliness, schedule adherence, and monitoring coverage, and deliver a 90-day action plan with specific, measurable objectives. 60 Day Deliverables - Deliver a staffing and scheduling model tied to forecasted client census, alert and contact volume, occupancy, shrinkage, and coverage ratios, along with a hiring plan that projects workforce needs for at least the next 12 months. - Standardize the highest-impact Remote Supports protocols, response scripts, documentation standards, and escalation pathways, and confirm a clear on-call and incident command structure is in place at all times. - Present a mid-term report to the SVP of Operations highlighting progress, challenges, and next steps. 90 Day Deliverables - Deliver a scaling roadmap to 10,000+ clients covering the span-of-control structure, management layers, career paths, onboarding and certification model, and technology capacity, redundancy, and business continuity requirements developed with IT and Product. - Launch a strengthened quality assurance cycle, including session reviews, call and alert audits, root cause analysis of misses or delays, and corrective action plans tracked to closure. - Deliver a comprehensive 90-day performance report to the SVP of Operations showcasing service level performance against baseline, forecast versus actual staffing, cost-to-serve trends, key achievements, and areas for continued focus.