Regional Operations Manager
Honor
This job is no longer accepting applications
See open jobs at Honor.See open jobs similar to "Regional Operations Manager" Alumni Ventures.Honor exists to expand the world’s capacity to care.
We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale.
Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.
The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults.
Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems!
About the Work:
As part of a market team, the Regional Operations Manager is responsible for managing a team of Market Associates and Shift Leads who serve the needs of a growing market or region. This role drives results through a team in order to ensure a seamless client and Care Pro experience by supporting staffing efforts, responding to inbound communication from clients and Care Pros, supporting partners, as well as other assigned work to support the overall goals of their assigned region.
Responsibilities
- Manage a market-specific internal support team which operates 24 hrs/day, 7 days/week
- Coach and develop the team to grow within their roles, excel operationally, and collaborate as a team
- Plan capacity and distribute work for a team of Market Associates and Shift Leads to ensure the needs of the clients and Care Pros in the market are met
- Monitor the team’s operations, oversee workflow execution, manage to internal standards, and surface risks to leadership to maximize the team’s impact
- Contribute to process development to improve efficiency and communication across the team’s operations
- Interview, hire and on-board new Market Associates as needed
- Work with operational partners to achieve optimal outcomes to serve a market or region
- Foster coordinated communication between the Market Associate team and the Client Managers to seamlessly execute on care-related activities and support escalated issues as needed
- Create a culture of creative problem solving and execution to ensure that all client shifts are staffed in a timely and effective manner
- Stay connected to partner, client, and Care Pro satisfaction and deploy team resources as needed to nurture stakeholder needs and to resolve their inquiries
- Partner effectively with a co-Regional Operations Manager to ensure continuity of business operations and team performance 7 days / week
- Deliverables
- Oversee response times and execution in escalations and same-day urgent issues
- QA care-escalation and day-of channels during the business day to ensure situations are handled timely and with positive customer experience
- Effectively delegate same day work to create seamless experience for Partners, Clients, and Care Professionals
- Ensure effective communication of same day situations
- Work with RGMs on resource allocation throughout the day to ensure that most important work is getting done
- Shared KPIs
- With RGM
- Discretionary
- Client NPS
- Partner NPS
- With RGM
- Oversee response times and execution in escalations and same-day urgent issues
About you:
- 5+ years of experience working in a complex client or patient management position or demanding customer service role
- Demonstrated success in managing processes with strong attention to detail
- Ability to effectively prioritize competing tasks
- Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
- Ability to work in a fast-paced environment with the flexibility to occasionally respond on evenings or weekends
- Management experience of non-exempt employees (ideally in operations or homecare/healthcare) preferred
Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.
Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.
What’s next?
Honor is remote friendly! We're hiring across the U.S., with an entirely virtual interview and onboarding process. Most of our positions are remote/work from home and do not require permanent relocation. As conditions allow, we have office space for in-person collaboration in our San Francisco Bay Area, CA and Austin, TX hubs. If you're looking for a great job that offers you the opportunity to work from home, we'd love to talk to you.
Want to know more about why Honor is a great place to work? Check out our perks!
We value people! These four people-centric values guide the ways we work and decisions we make every day.
This role doesn’t sound quite right? Send this application to a friend who may be a fit and check out our other available roles!
#LI-Remote
Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.
This job is no longer accepting applications
See open jobs at Honor.See open jobs similar to "Regional Operations Manager" Alumni Ventures.