Director of Service Delivery

Overview

Location: New York, NY (hybrid, 4 days/week in office)

Reports to: VP, Operations

Compensation
:
Starting at $140K, + meaningful equity

About Givers:

At Givers, we believe in a future where family members can sustainably care for one another.

Across the United States, millions of people provide care for loved ones, often without training, support, or financial stability.

Through Medicaid programs, Givers enrolls, supports, and pays family caregivers while building the tools, coaching, and systems that make care sustainable. Our work focuses on strengthening caregiver capability and reducing burden over time through proactive support, consistent coaching, and thoughtfully designed care systems.

Position Overview:

Givers operates from a simple principle:
the quality & excellence of our care delivery must scale alongside our growth. Today our service organization includes a growing team of care coaches and nurses supporting caregivers across multiple states. Each state has different regulatory environments, staffing constraints, and operational requirements.

The Director of Service Delivery owns how the Givers care model is executed across markets, ensuring caregivers receive consistent, high-quality support while our frontline teams operate with clarity, stability, and sustainable workloads. You will lead the day-to-day service operation while helping shape how the Givers care model evolves as we scale across new markets.

This role is ideal for a leader who believes that great care delivery is both a people discipline and a systems discipline. You will partner closely with the VP of Operations as well as peers in Strategic Operations, Product, and Administration to ensure that growth strengthens, rather than erodes, the quality of our care model.

This is a player-coach leadership role
. You will set standards, develop leaders, and build systems while staying close enough to the work to understand what caregivers and frontline teams are actually experiencing.

Lead day-to-day service operations

• Ensure stable and predictable service delivery across all markets; managing both centralized coaching operations and market-specific field nursing operations
• Define & maintain clear guardrails for caseload size, service cadence, and documentation standards
• Monitor escalations, service gaps, and operational signals
• Anticipate operational risks, capacity constraints, and quality drift before they surface, and intervene early with clear plans for resolution.

Reinforce coaching and clinical quality

• Define what strong coaching and clinical interactions look like
• Maintain documentation standards and quality review processes
• Implement regular quality scorecards and feedback loops
• Ensure caregivers receive consistent, high-quality support

Manage compliance and audit readiness

• Ensure documentation and required touchpoints are completed accurately and on time
• Maintain operational readiness for audits and regulatory reviews
• Translate regulatory requirements into clear frontline expectations

Lead and develop the service team

• Manage and scale a high-performing team of coaches and nurses
• Establish strong performance management and coaching frameworks
• Ensure healthy utilization and sustainable workloads
• Identify and develop future leaders within the team

Improve the care model over time

• Monitor caregiver outcomes including burden, satisfaction, and engagement
• Identify patterns that suggest improvements to the care model
• Partner with Strategic Operations and Product to refine workflows and systems
• Ensure new processes and capabilities are adopted effectively

Partner cross-functionally

• Collaborate with Strategic Operations on operational design and instrumentation
• Provide frontline insight to Product and Engineering teams
• Partner with Compliance and Billing on regulatory workflows
• Represent service delivery in company-wide operational decisions
• Translate care model principles and company priorities into clear operational expectations, workflows, and performance standards across markets.

We’re looking for a leader who can combine clinical credibility, operational rigor, and strong people leadership.

Credentials

• Licensed NP/RN,…