General Manager, Operations
Company: Honor Technology
Location: Remote (Pacific Time or Mountain Time Zone; local residency not required)
Business Hours: Pacific Time (8 a.m.–5 p.m. PT, Monday–Friday), with occasional evening/weekend availability.
Hiring Salary Range: $128,700 - $143,000 USD
Honor Technology's Mission:
To change the way society cares for older adults by providing technology, tools, and services that empower older adults to live life on their own terms. Honor, including its brand Home Instead, is setting a new standard for aging in place.
About the Role:
As a General Manager, Operations, you will lead the success of a market comprising multiple service territories. You will manage a high-performing team focused on delivering exceptional service to clients, Care Pros, and Partners. This role is a key driver of operational effectiveness, team performance, and Partner satisfaction, utilizing a strong analytical mindset for strategy and execution. You will be accountable for the quality and growth outcomes for your markets.
About the Team:
The Operations Team blends world-class operations, innovative technology, and compassionate service. Client Managers focus on the client experience and growth, while Care Pro Relationship Managers ensure the success of field staff through staffing, engagement, and retention.
What You Will Do:
- Market Leadership: Drive overall performance and quality outcomes (Clients, Care Pros, Partners) to meet growth and quality objectives.
- Team Management: Lead, mentor, and develop Client Managers and Care Pro Relationship Managers.
- Partner Success: Guide Partners from onboarding through ongoing success, aligning strategic goals and identifying improvement opportunities.
- Operational Strategy: Build and improve operational systems and processes for service delivery, client outcomes, Care Pro safety, and market scalability.
- Analytical Insight: Leverage data to identify trends, diagnose performance gaps, and develop improvement strategies.
- P&L Accountability: Accountable for financial performance, including revenue growth, margin, operational efficiency, and Care Pro safety.
- Client Issue Resolution: Take ownership of escalated client service issues, driving resolution and retention.
- Cross-Functional Collaboration: Work closely with HQ teams, providing input and advocating for market needs.
What We're Looking For:
- 8+ years of experience in operations, client management, or general management, preferably in a growth-stage, service-driven organization.
- 3-5+ years leading high-performing operational teams (hiring, coaching, performance management).
- Experience managing external stakeholders (partners, clients) where influence and trust-building were key.
- Experience in service-based environments impacting people (healthcare, home care, education, hospitality, etc.).
- Strong operational problem-solving skills, comfortable using data for decision-making.
- Financial and business acumen, including owning P&L and market performance.
- Adaptability, decisiveness, and self-starter mentality in fast-paced environments.
- Graduate degree (MBA, MPP, MPH, or equivalent) preferred.
Leadership Principles in Action:
- Relentlessly Focus on Clients: Prioritize client experience and satisfaction.
- Always Push: Set ambitious goals and demand excellence in execution.
- GSD (Get Stuff Done): Execution-focused, delivering results consistently.
- Mission First: Make trade-offs aligned with Honor’s mission to care for older adults.
- Identify Problems: Stay close to operations to spot issues early and drive systemic solutions.
Key Performance Indicators:
- Composite Defect Score and incident rates.
- Client Risk Score and SOC Churn rate.
- Growth rates (book of business, revenue).
- Discretionary Spend and Contribution Margin.
Total Rewards:
- Base pay within the specified range.
- Equity and 401K with up to 4% match.
- Comprehensive medical, dental, and vision coverage (including zero-cost employee plans).
- Employer-paid Short Term Disability, Long Term Disability, and Life Insurance.
- Generous time off, mental health benefits, wellness program, and discount program.