Senior Implementation Manager

Honor

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/14/2021
  • Website: joinhonor.com
  • Company Address: 835 Howard Street, San Francisco, CA, 94103

About Honor

Honor is changing the way we care for our parents. Founded in 2014, the San Francisco–based company brings workforce management and technology expertise together with high-touch, personalized care to improve the in-home care experience. Since launching the Honor Care Network in 2017, Honor has partnered with a growing roster of independently owned home care agencies to deliver reliable, transparent, and high-quality care. The Honor Care Network currently provides non-medical home care services to families in more than 800 cities and towns across the United States.

Job Description

About us:

Our mission is simple—we’re changing the way we care for our parents so they can live safely at home as they age. But how we accomplish our mission is anything but simple. Every day, we’re solving complex problems that don’t come with a playbook. Sound exciting? If you’re someone who shares our core values—Own the Outcome, Solve with Empathy, and Act with Honor—let’s talk.

Founded in 2014, Honor is now one of the fastest-growing, non-medical home care companies in the U.S. Why? We realized that by combining our amazing technology and operations with the local, personal touch of our partner agencies, we could make real progress transforming this fast-growing, $30BN industry. Honor’s unique approach is driving our leadership as an innovator—and our rapid growth. We have cutting-edge machine learning, a beautiful, well-designed app, and industry-leading design, paired with a strong sales, marketing, and support engine. But we're not a tech company, we're a human company. The technology we design just helps our people be even better at their jobs.

About the work:

The Implementation Senior Manager is responsible for operationally leading the Implementation team to meet deadlines and successfully onboard CPs, clients, and partners to Honor. This position will oversee multiple implementations at once (either directly or supporting Implementation Managers), manage Implementation Specialists, and continually improve processes for improved stakeholder outcomes and efficiency.

Core components of the work include:

Team Management

  • Develop direct reports and ensure high engagement with longevity at Honor
  • Coach specialists and managers on team challenges during implementations

Project Management

  • Lead implementations through Managers, as well as directly, for successful transitions of clients, care pros, and partners
  • Proactively keeps internal and external stakeholders informed of progress and risks
  • Uncovers and drives resolution on key operational and policy differences

Ongoing Process Improvement

  • Identify cross-department trends and take initiative to improve processes, communications, and required training within the Implementation team 
  • Design and enhance implementation processes to support the expansion of the Honor Care Network, including processes that support continued improvement of client & Care Pro onboarding, partner preparedness to joining HCN, and departmental scalability
  • Bring solutions-based insights when collaborating with cross-functional team leads 

Partner Relationship Management

  • Address complex partner issues and drive cross-functional issue resolution that demonstrates a deep understanding of Honor and HCN practices

About you:

  • Ideal candidate will have 8-10 years of work experience in project or account management, change management, implementation, or equivalent work experience
  • Proven track record of developing successful partner relationships and programs that drive partner revenue at scale
  • Ability to take an analytical approach to solving problems in a fast-paced environment
  • Ability to recognize process improvement opportunities and partner cross-functionally to implement improvements
  • Possesses sound business judgment and tact; understands and takes into account downstream operational dependencies and tradeoffs
  • Prior work experience in healthcare/home care or start-ups preferred
  • MBA or equivalent preferred
  • Willingness to travel (25% of time)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.