Care Pro Performance Partner

23 hours, 56 minutes ago
Full-time
Senior
Operations
Honor

Honor

Honor is a company that is revolutionizing the way society cares for older adults by providing highly trained Care Professionals who offer compassionate home care services. Through their flagship brand, Home Instead, they are tackling the challenge of ...

Health Care Providers & Services
1K-5K
Founded 2014
$625M raised

Description

  • Own end-to-end performance management for complex and escalated Care Pro cases within a defined framework.
  • Review and investigate performance events that affect the client care experience.
  • Determine appropriate corrective action, including coaching, warnings, and separation when necessary.
  • Adapt performance management approaches in unique cases while maintaining compliance with company policy and employment standards.
  • Identify protected or escalated scenarios and hand them off to the appropriate teams within required SLAs.
  • Document all performance actions clearly, consistently, and in compliance with Honor policies and employment best practices.
  • Meet KPIs and SLAs for inbound inquiries, ticket outreach, caseload volume, and case resolution times.
  • Proactively monitor Care Pro performance history to identify trends, repeat behaviors, and early risk signals.
  • Surface insights and recommendations on performance risks to relevant partners and leaders.
  • Partner with Care Pro Relationship Managers to reinforce consistent feedback, escalation standards, and calibration practices.

Requirements

  • 5–7 years of professional experience.
  • 2+ years of experience in performance management, employee relations, 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.
  • Ability to thrive in a fast-paced environment with competing priorities.
  • Base pay range of $71,100–$79,000 USD; compensation is determined by qualifications, skills, experience, education, and training.

Benefits

  • Remote-first work environment.
  • Equity and a 401(k) with up to a 4% company match.
  • Medical, dental, and vision coverage, including zero-cost employee plans.
  • Fully employer-paid short-term disability, long-term disability, and life insurance.
  • Voluntary additional life insurance option.
  • Generous time off program.
  • Mental health benefits and wellness program.
  • Discount program.

Interested in this position?

Apply directly on the company website

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