Care Pro Performance Partner
Location
United States
Posted
6 days ago
Salary
$71.1K - $79K / year
Seniority
Lead
Job Description
Care Pro Performance Partner
Honor
• 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
Job Requirements
- 5–7 years of professional experience
- 2+ years of experience managing performance, employee relations and/or HR operations in a high-volume distributed workforce
- Strong judgment and decision-making skills including comfort navigating ambiguity and complex performance scenarios
- Exceptional communication skills with the ability to deliver difficult feedback clearly and compassionately
- Strong cross-functional collaboration skills and the ability to influence without authority
- High attention to detail and strong investigative and documentation skills
- Comfort analyzing performance data, identifying trends, and translating insights into action
- Strong sense of ownership and accountability for outcomes
- Commitment to supporting Care Professionals while prioritizing safe, high-quality client care
- Ability to thrive in a fast-paced environment with competing priorities
Benefits
- Health insurance
- 401K with up to a 4% match
- Zero cost medical, dental, and vision coverage for employees
- Short Term and Long Term Disability fully employer paid
- Life Insurance fully employer paid
- Voluntary additional Life Insurance option
- Generous time off program
- Mental health benefits
- Wellness program
- Discount program
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