Honor

Role Description At Honor, we’re building the future of care for older adults—and as a Client Manager, you’ll be at the center of making that mission real. You’ll create seamless, high-quality experiences for clients and their families, balancing empathy, operational excellence, and trusted relationships across Honor’s network of partner agencies and Care Professionals (Care Pros). As a Client Manager, you’ll own a panel of clients and serve as their primary point of contact throughout their care journey. You’ll guide families through onboarding, support ongoing service needs, and ensure every client receives consistent, compassionate, and reliable care. This role requires balancing personalized service with the operational demands of a fast-paced, growing business—making thoughtful decisions that uphold Honor’s mission and elevate our care standards. This is a remote position, with several openings available to support our various markets. Our roles follow a Monday–Friday schedule, 8:00 a.m. to 5:00 p.m. schedule, either Eastern Time or Pacific Time. Flexibility to occasionally respond during evenings or weekends may be required. Qualifications - 3+ years of experience in a senior care or patient management, and customer service role. - A client-first mindset, with a deep commitment to quality care and customer satisfaction. - A strong sense of ownership and detail orientation, with a track record of managing complex processes. - Confidence in navigating escalations, solving problems creatively, and building trust with clients and partners. - Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment and make sound decisions under pressure. - Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus. - Flexibility to support clients and partners during evenings or weekends if work is not completed during business hours and support on two holidays per year. Requirements - Deliver Exceptional Service to Clients: - Guide clients and families through the full care journey, from onboarding to ongoing service. - Maintain regular contact with clients to manage scheduling, adapt care plans, and ensure a positive experience. - Build strong relationships with Care Pros, ensuring quality matches and consistent staffing. - Collaborate Across Honor to Ensure Seamless Operations: - Partner daily with Honor’s frontline support and staffing teams to ensure reliable schedules and timely updates. - Manage escalations and complex care situations with professionalism, sensitivity, and clear communication. - Work cross-functionally to provide feedback to internal teams (e.g., Care Pro HR/admin, product, operations) to continuously improve processes. - Drive efficiency by balancing automation with personalized service, always keeping client experience at the center. - Manage Partner Relationships: - Build and maintain strong relationships with partner agencies, translating client needs into actionable care plans. - Provide real-time updates and regular check-ins on client status, issues, and care plan changes. - Triage requests and set clear expectations to maintain trust and alignment with partners. Benefits - Base pay is just one part of our total rewards program. - Honor offers equity and 401K with up to a 4% match. - Medical, dental, and vision coverage including a zero-cost plan for employees. - Short Term Disability, Long Term Disability, and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. - A generous time off program, Employee Assistance Program. - Mental health benefits, wellness program, and discount program. Company Description Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually. Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms. Join us to create a new and better aging experience for our clients, their families, and our Care Professionals.

• Lead the development of models and decision systems that improve how Honor matches caregivers and clients, constructs sustainable schedules, allocates capacity, prioritizes operational work, and responds to changing conditions. • Your team will work directly with Product, Engineering, and Care Operations to turn difficult operating problems into production systems that improve measurable outcomes. • Contribute to Honor’s broader Data Science and Applied AI direction. • Help shape the team’s roadmap and remain hands-on as a player-coach. • Partner with Product, Engineering, and Operations from problem definition through deployment, adoption, and iteration. • Establish strong standards for evaluating, monitoring, and responsibly deploying machine learning and AI-enabled systems. • Lead, coach, and grow the team while remaining hands-on in high-priority projects as a player-coach.

• Set the strategic direction for the Compliance Operations function • Continuously assess for compliance risk and simplify operational friction • Own day-to-day compliance execution across all markets • Partner with Product and Engineering to build tech-first, automated solutions • Lead state licensing audits and audit-readiness programs • Ensure operational readiness for new markets and service offerings • Translate regulatory changes into actionable operational requirements • Build and develop a high-performing team of 5–10 compliance and operations professionals • Develop and own key compliance metrics and dashboards

• Design, build, and productionize foundations for AI applications • Collaborate closely with engineering, product, design, data, operations, security, and business stakeholders • Create secure model access, compliant data pathways, observability, and reusable architecture • Work on AI-assisted sales follow-up, operational defect analysis, and closed-loop feedback systems

• Own end-to-end performance management for a range of performance issues including complex and escalated CP cases within a defined performance management framework • Review and investigate performance events that impact client care experience • Apply independent judgment within an established policy and escalation frameworks to determine appropriate corrective action, including coaching, warnings, and separation when necessary • Occasionally utilize advanced judgment to adapt performance management approaches in unique scenarios that require deviation from the defined framework while maintaining compliance with company policy and employment standards/regulations • Identify and perform handoff for protected and escalated scenarios to the appropriate teams [CPHR & Trust & Safety] within the determined handoff SLAs • Ensure all performance actions are documented clearly, consistently, and in compliance with Honor policies and employment best practices • Adhere to established KPIs and SLAs, including a 24–48 hour response time for all inbound CP performance inquiries and ticket outreach • Manage a high-volume caseload, averaging approximately 90+ tickets closed per week, 130+ ticket comments/week with thorough and compliant documentation • Conduct consistent proactive outreach, averaging 45+ outbound calls per week, with an average talk time of approximately 7–8 minutes per call • Maintain operational efficiency with an average case resolution time of approximately 6 days and an overdue ticket rate of less than 15% • Balance productivity expectations with quality, ensuring performance decisions are timely, fair, and aligned with Honor policies • Proactively review individual CP performance history to identify repeat behaviors, emerging trends, and early risk signals • Determine when early intervention is appropriate to prevent escalation or further client impact • Surface trends, insights, and risks to relevant partners and leaders with clear recommendations • Partner closely with Care Pro Relationship Managers to reinforce consistent performance feedback and escalation standards • Partner with CPRMs on identifying trending performance concerns and applying performance management frameworks effectively • Lead targeted calibration or training sessions to improve consistency and confidence in performance-related conversations • Identify potential employment risks, protected issues, or systemic concerns and escalate appropriately • Maintain and apply base level knowledge of relevant employment protections and regulations regarding termination and employment status changes • Successfully balance CP experience, client outcomes, Honor policy, and employment risk considerations when making performance decisions

• Lead the architecture and development of scalable, secure, and cost-efficient data platforms on AWS. • Architect and optimize our Data Warehouse to support growing analytical, operational, and AI-driven workloads. • Define and implement Infrastructure-as-Code standards using AWS CDK. • Design and operate scalable orchestration frameworks using Airflow and FiveTran. • Partner with the Data Analytics team to establish data modeling standards and transformation practices using dbt. • Build reusable, maintainable data pipelines and workflows that enable rapid development and reliable operation. • Establish governance, metadata, lineage, and access patterns that make data discoverable, trustworthy, and easy to use. • Help define how both employees and AI-powered systems safely access and leverage company data. • Build the foundations that enable self-service analytics and future agentic workflows across the organization. • Establish monitoring, alerting, and observability standards using Datadog and modern platform engineering practices. • Build scalable data quality frameworks that ensure confidence in business-critical data. • Continuously improve platform reliability, performance, and cloud cost efficiency. • Partner closely with Data Science, Analytics, Product, and Engineering teams to solve complex business problems through data. • Provide technical leadership, architectural guidance, and mentorship across the data organization. • Influence long-term platform strategy and engineering best practices across multiple teams.

• Guide families and clients through their first conversations about in-home, non-medical care. • Connect with potential clients primarily by phone, and through email, chat, and text to understand their needs. • Develop, implement and continuously improve sales playbooks and strategy and coach the team of Care Solutions Consultants. • Measure success based on ability to engage with clients and meet daily outreach and conversion goals. • Handle both inbound and outbound calls while maintaining quality, empathy, and accuracy in every interaction.

• Lead 10 or more virtual orientation sessions per week, creating an engaging and informative onboarding experience that prepares candidates for success. • Assess caregiver competencies, judgment, and professionalism through real-time discussions, scenario-based evaluations, and observational techniques to ensure hiring standards are met. • Make informed hiring recommendations by evaluating candidates against Honor's standards for safety, empathy, communication, and quality of care. • Deliver targeted training, reassessments, and upskilling programs that strengthen Care Pro knowledge and support ongoing performance improvement. • Communicate policies, expectations, and performance standards clearly and consistently, helping Care Pros understand what it takes to succeed on the platform. • Partner cross-functionally with Recruiting, Operations, Compliance, and Workforce teams to ensure accurate candidate records, status updates, and timely progression through the onboarding process. • Complete post-orientation documentation, candidate tracking, and administrative responsibilities with a high degree of accuracy and attention to detail.

• Lead Business Assessment & Transition Strategy • Lead Organizational Integration & Team Transformation • Drive Operational Implementation & Change Management • Stabilize Performance & Create a Path to Growth

• Drive overall performance and quality outcomes across Clients, Care Pros, and Partners, ensuring your markets meet growth and quality objectives. • Lead, mentor, and develop a team of Client Managers and Care Pro Relationship Managers, fostering high performance and professional growth. • Guide Partners from onboarding through ongoing success, aligning strategic goals, identifying improvement opportunities, and supporting long-term growth. • Build and improve operational systems and processes to enhance service delivery, client outcomes, Care Pro safety, and market scalability. • Leverage data to identify trends, diagnose performance gaps, and develop strategies for continuous improvement. • Be accountable for financial performance hitting topline growth numbers for your markets and are expected to influence core drivers like revenue growth, margin, and operational efficiency, and Care Pro safety. • Take ownership of escalated client service issues driving resolution strategies that turn negative experiences into long-term retention opportunities for clients by directly managing clients most likely to churn (estimated at ~5% of your book). • Work closely with HQ teams, providing input into strategic decisions and advocating for your market's needs and opportunities.