Honor

Solutions Engineer

• Manage a steady flow of inbound and outbound calls with potential clients and their families.
• Listen deeply to client needs and match them to the right care solutions.
• Clearly communicate our services, ask for commitment, and schedule follow-up consultations.
• Meet or exceed individual and team sales metrics, including call volume, conversion rates, and quality standards.
• Use CRM tools such as Salesforce or others to track activity and follow up consistently.

Care Solutions Consultant

Client Partner

• Create seamless, high-quality experiences for clients and their families
• Own a panel of clients and serve as their primary point of contact throughout their care journey
• Guide families through onboarding, support ongoing service needs, and ensure consistent care
• Manage escalations and complex care situations with professionalism, sensitivity, and clear communication
• Build and maintain strong relationships with partner agencies, translating client needs into actionable care plans

Client Manager

Account Manager

• Develop and manage market staffing strategy through consistent Care Pro outreach and relationship building, staffing best practices, schedule building and adherence, and creative staffing processes while utilizing innovative tools.
• Work in tight coordination with the Client Manager to understand specific Client context and care plans, suboptimal matches, and schedule nuances, in order to create the best scheduling match possible.
• Ensure that you quickly mobilize newly hired Care Professionals to get them work quickly and efficiently.
• Support Care Pros in the market by being their primary point of contact and providing actionable feedback and coaching to enable their success at every visit.
• Foster relationships with Care Pros in the market to facilitate quality matches between Care Pros and clients with a focus on client and Care Professional retention.
• Align with Client Manager on daily and weekly market priorities.
• Communicate seamlessly to ensure scheduling decisions and Care Pro performance feedback are executed in a timely manner.
• Share critical feedback and updates from Care Pros that impact Client Manager workflows.
• Support Client Manager on partner communication, client experience tasks, or billing / collections efforts as needed.
• Prioritize work with the market team to meet the dynamically changing needs of partners, clients and Care Professionals, including triaging and completing tickets and delegating work.
• Work with the market team to manage real-time questions, issues, or changes relating to clients.
• Work directly with Care Pro Performance teams to ensure consistent Care Professional performance management experience.
• Work cross-functionally to provide feedback and to support to other internal efforts such as CPHR, Trust and Safety, Recruiting and Training.

Care Pro Relationship Manager

Operations

• 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.
• While you won’t directly own the full P&L, you will 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.

General Manager, Operations

Android Engineer

• Serve as an expert Senior Android Engineer contributing across different stacks to deliver thoughtful end-to-end products.
• Collaborate closely with designers and product managers to identify areas of improvement, define scope, and execute on new features.
• Take strong ownership of the entire product development process from brainstorming and cross-functional communication to architecture, implementation, and monitoring.
• Design, implement, and maintain a large-scale Android application as part of a multi-person team.
• Build and maintain backend code in Python to power mobile experiences.
• Serve as the go-to resource for Android troubleshooting, assist in on-call rotation, and provide technical guidance.
• Mentor other engineers and perform code reviews to ensure high quality.

Senior Software Engineer, Android, Backend

• Serve as a key frontline member of Care Operations ensuring a seamless experience for Clients and Care Professionals, particularly during same-day updates and changes
• Manage urgent, real-time situations impacting clients, Care Pros, and market teams to maintain consistent care delivery
• Same-day staffing and coordination to ensure timely and accurate caregiver scheduling
• Serve as first point of contact for urgent client and family needs, responding promptly with empathetic support and clear updates
• Execute operational tasks including check-ins, staffing activities, and managing inbound communications per workflows and policies
• Address service delivery challenges with urgency and professionalism
• Accurately record client updates, staffing changes, and escalations to maintain regulatory and company documentation standards
• Deliver critical updates to owners, clients, families, and Care Pros tailored by audience and communication preferences
• Collaborate with Operations Manager team and cross-functionally within Care Operations
• Perform other operational duties as necessary

Operations Coordinator

Clinical Operations

• Independently assess risks and triage Trust & Safety channels (phone, Slack), making immediate decisions on escalation pathways.
• Quickly evaluate incident severity through interviews, care notes, and collaboration with operational teams; apply critical thinking and sound judgment.
• Communicate effectively with individuals in distress and provide real-time critical support to internal teams and franchise partners.
• Manage multiple concurrent escalations with urgency and precision, engaging emergency services or higher-level interventions when necessary.
• Review and assess client care plans to identify gaps and generate recommendations for improvement.
• Conduct comprehensive reassessments via phone to address evolving care needs and work cross-functionally to develop actionable solutions.
• Complete skill assessments for Care Pros and provide consultative support to internal teams, franchise owners, and operational leaders on complex care situations.
• Deliver targeted training and education to Care Pros and internal teams as needed to reinforce clinical best practices and safety protocols.
• Maintain accurate, detailed, and timely records of incidents and resolutions, ensuring confidentiality and adherence to privacy policies and regulatory requirements.
• Relay factual, neutral, and objective case details to franchise owners and stakeholders and collaborate to refine safety protocols and investigative practices.