General Manager, Operations
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Job Description
General Manager of Operations leading service territories at Honor, redefining aging care through technology. Managing teams to enhance client experience and operational effectiveness.
Responsibilities:
- 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.
- 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.
Requirements:
- 8+ years of experience in operations, client management, or general management, ideally in a growth-stage and service-driven organization.
- 3-5+ years of experience leading high-performing operational teams, including hiring, coaching, performance management, and accountability for business outcomes across teams of 5-10+ employees.
- Experience managing external stakeholders, partners, franchise owners, clients, or customer accounts where success depended on influence, trust-building, and driving outcomes through external relationships.
- Experience operating in service-based environments where outcomes directly impact people, families, patients, customers, or other vulnerable populations. Experience in healthcare, home care, childcare, senior care, social services, education, hospitality, or other high-empathy service environments is highly valued.
- Strong operational problem-solving skills, with the ability to use data to identify root causes, prioritize actions, measure outcomes, and improve market performance. This role does not require deep technical analytics expertise but does require comfort making decisions based on data.
- Financial and business acumen, including owning P&L and market performance including revenue growth and budgets.
- Adaptability and decisiveness in fast-paced, dynamic environments; self starter.
- Graduate degree (MBA, MPP, MPH, or equivalent) preferred.
Benefits:
- Honor offers equity and 401K with up to a 4% match.
- 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.
- Generous time off program.
- Mental health benefits.
- Wellness program.
- Discount program.
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