Sr. Manager, Program Management

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:

This role is responsible for owning strategic initiatives end-to-end that improve how we deliver high quality care at scale.

It will include the full program lifecycle from needs assessment through execution, including pilot design, roll-out planning, monitoring and iteration with the overall goal to develop scalable solutions that transform our service and business. This will be a highly cross-functional role, working closely across operations, product, data, and finance teams. The right candidate for this role has strong analytic and program management skills, as well as, hands on operational experience. 

Responsibilities:  

• Building robust program management capability including tools and processes to enable systematic testing and roll-out of cross-functional changes including products and workflows that continuously improve the client experience and team operations
  • Evaluate both proprietary and third party tools to support
• Set and gain alignment on principles to guide cross-functional program development at Honor
• Build toolkit (templates & processes) to ensure consistent execution across projects, including (but not limited to) setting well-defined goals and objectives, establishing baseline metrics and targets, developing a roadmap with clear milestones and dependencies, identifying risks and mitigations, implementing a monitoring and evaluation system, and ensuring clarity of roles and responsibilities
• Establish standard approach for stakeholder management including executive updates
• End-to-end program management for transformative changes to how we deliver care, including: 
• Conducting needs assessment of current business to identify opportunities to improve core business performance including service quality, efficiency, or growth. 
• Designing robust pilots including clearly defined hypotheses, structuring test environments, managing the day-to-day execution, measuring impact, and summarizing results
• Working with product to develop product requirements in order to transition from manual processes to code. 
• Documenting standard operating procedures to codify new workflows
• Developing and overseeing implementation roll-out, including coordination with operational leaders, training and communication plans, monitoring and enforcement
• Gathering and analyzing data to measure impact of changes
• Modeling new programs to demonstrate financial impact of changes
• Interact with senior-level audiences to provide updates and make strategic recommendations that will achieve the long-term vision for optimal balance between care quality, financial sustainability, and team experience
• Being part of the cross-functional team responsible for rethinking the end-to-end client experience to optimize for care quality, financial sustainability, and growth

Note: This is a new role, so specific tasks and responsibilities may evolve as the function, tools, and processes are further developed. 

To be successful at this role, you will need to: 

• Focus on developing repeatable processes to ensure consistent execution across large-scale projects
• Get hands on in the business to quickly understand complex operational processes in depth
• Build strong partnership with operations field leaders to understand improvement opportunities. 
• Analyze and solve operational challenges with a focus on understanding root causes and driving forward solves
• Be data-driven in your recommendations and evaluations
• Lead project teams to plan, organize, and execute complex projects across multiple organizations and stakeholders to enable the launch of new projects and processes
• Consider multi-faceted solutions to any problem including but not limited to software, processes, policy, business model, organization
• Work cross-functionally to implement sustainable system-led solutions that reinforce process adherence and quality standards to maintain consistent and efficient outcomes

About you:

This role may be a great fit if you have experience driving fundamental changes through data-driven insights and structured program management, and are passionate about delivering a great client experience at scale. 

Qualifications:

• 8+ years of program, product or project management experience or senior operational leadership in a complex service delivery environment
• Bachelor's Degree required, MBA or other advanced degree preferred
• Experience owning end-to-end program management including development of systematic solutions
• Experience using a variety of data and metrics to determine and drive improvements
• Excellent communication and written skills with the ability to moderate approach based on the audience
• Self starter with strong time management and prioritization skills
• Highly-organized and attentive to detail
• Adaptable and comfortable working in a dynamic environment
• A passion for changing the way we care for our parents and commitment to continuous improvement