General Manager, Operations - West

Honor; United (PA); Remote; USD 127,000 - 142,000; Full time

Job summary

A leading elder care technology firm is seeking a General Manager for Operations to oversee multiple service territories. You will lead a high-performing team, focusing on enhancing service delivery and improving client outcomes. The candidate must have extensive experience in operations and team leadership. The role offers a competitive salary and a commitment to improving the quality of care for older adults.

Benefits

Medical/dental/vision coverage

401(k) with up to 4% match

Generous time off

Mental health benefits

Qualifications

• 8+ years of experience in operations, client management, or general management.
• At least 2 years of team leadership experience in a remote environment.
• Strong analytical capabilities with proven experience using data.
• Exceptional communication skills with ability to influence across all levels.

Responsibilities

• Drive overall performance and quality outcomes across markets.
• Lead, mentor, and develop a team of Client Managers and Care Pro Relationship Managers.
• Guide Partners from onboarding through ongoing success.
• Build and improve operational systems to enhance service delivery.
• Leverage data to identify trends and improve operations.

Skills

Operations management

Client management

Analytical capabilities

Team leadership

Communication skills

Job description

Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.

Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.

Join us to create a new and better aging experience for our clients, their families, and our Care Professionals.

About the Role

As a General Manager, Operations you will lead the success of a market, comprising multiple service territories. You’ll manage a high-performing team focused on delivering exceptional service to Clients, Care Pros, and Partners. You will be accountable for the quality and growth outcomes for your markets, and you’ll bring a strong analytical mindset to strategy and execution.

You will stay closely connected to your market(s). This role operates on Pacific Time business hours (8 a.m.–5 p.m. PT, Monday–Friday), with occasional evening, weekend, or holiday availability based on business needs. Markets overseen may evolve, and local residency is not required within the Pacific Time or Mountain Time Zone.

Limited travel to your markets may be needed occasionally, such as for key community events or team gatherings.

About the Team

At Honor, we are redefining what homecare can be — blending world-class operations, innovative technology, and compassionate service to transform the industry. Our Operations Team is the engine of our home care platform, built on two essential, highly collaborative functions: Client Managers who own the client experience and drive business growth, and Care Pro Relationship Managers who ensure the success of our field staff by supporting the Care Pro experience and optimizing staffing and retention. Together, we deliver a seamless, high-quality, and scalable care experience for both clients and Care Professionals.

Responsibilities

• Market Leadership: Drive overall performance and quality outcomes across Clients, Care Pros, and Partners, ensuring markets meet growth and quality objectives.
• Team Management: Lead, mentor, and develop a team of Client Managers and Care Pro Relationship Managers, fostering high performance and professional growth.
• Partner Success: Guide Partners from onboarding through ongoing success, aligning strategic goals, identifying improvement opportunities, and supporting long-term growth.
• Operational Strategy: Build and improve operational systems and processes to enhance service delivery, client outcomes, Care Pro safety, and market scalability.
• Analytical Insight: Leverage data to identify trends, diagnose performance gaps, and develop strategies for continuous improvement.
• P&L Accountability: You will not own the full P&L, but you will be accountable for financial performance—hitting topline growth numbers for your markets and influencing core drivers like revenue growth, margin, and operational efficiency, and Care Pro safety.
• Escalated client service issues: Drive resolution strategies that turn negative experiences into long-term retention opportunities by directly managing clients most likely to churn (approximately 5% of your book).
• Cross-Functional Collaboration: Work closely with HQ teams, providing input into strategic decisions and advocating for your market\'s needs and opportunities.

Qualifications

• 8+ years of experience in operations, client management, or general management, ideally in a growth-stage or service-driven organization.
• At least 2 years of team leadership experience managing high-performance teams in a remote environment.
• Financial and business acumen, including ownership of market performance, revenue growth, and budgets.
• Strong analytical capabilities with proven experience using data to inform decisions and improve operations.
• Exceptional communication skills with the ability to influence across all levels and build trust with external Partners.
• Adaptability and decisiveness in fast-paced environments; self-starter.
• Experience supporting or working with small business owners or distributed workforces; background in healthcare operations, consulting, technology, or business development is a plus.

Leadership Principles in Action as General Manager, Operations

Honor’s Leadership Principles guide decision making, hiring, and talent development. Relevant principles for this role include:

Relentlessly Focus on Clients

The GM is accountable for client retention, satisfaction, and market growth. Decisions should start with the client and work backwards to deliver consistent, reliable, and compassionate care. Prioritize policies and staffing decisions that enhance client experience and use client satisfaction and churn metrics as leading indicators of success.

Ensure the client journey from onboarding to ongoing care is seamless and trustworthy.

Always Push

Set ambitious targets and pursue excellence in execution. Drive continuous improvement across staffing, operations, and partner collaboration; model high standards for team performance and accountability; challenge teams to solve problems creatively.

GSD (Get Stuff Done)

Move initiatives forward, hit KPIs, and turn strategy into reality with visible impact. Maintain accountability across market leaders to deliver outcomes and model urgency to ensure progress.

Are Mission First

Balance competing demands while staying aligned with Honor’s purpose: to change how we care for older adults. Make strategic choices that reflect the mission and communicate it in every interaction.

Identify Problems

Stay close to operations to spot issues early, diagnose root causes, and drive systemic solutions. Establish KPIs and feedback loops to surface risks before escalation and enable safe issue resolution.

Key Performance Indicators

Composite Defect Score and incident rates; client churn indicators; SOC churn rate; growth rates; revenue growth; discretionary spend; contribution margin. See company WBR metrics for details.

Compensation and Benefits

Our pay range reflects national averages for a remote-first company; base pay is a part of total rewards including equity and 401(k) with up to a 4% match. We offer medical/dental/vision coverage, disability and life insurance, generous time off, mental health benefits, wellness, and discounts.

Hiring Salary Range

$127,800 - $142,000 USD

Equal Opportunity Employer

Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, political affiliation or belief.

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