- Develop scalable solutions to enable Honor to manage and grow a large distributed hourly workforce
- Lead cross functional teams across Data Science, Product, Engineering and our Field operations teams to scope, design and execute on performance management strategies that can be delivered consistently at scale
- Partner with all stakeholders across, Care Pro HR, Legal, Field and local agency owners to ensure adherence to employment laws and best practices
- Design and implement systems to recognize and reward our top performing Care Pros, with the goal of increasing retention and utilization
- Oversee day to day operations of performance management, ensuring alignment to strategic goals and objectives
- Ensure Honor's Care Pro workforce meets the care needs of our client population
- Partner with Recruiting, Product & Data Science to develop data analysis and tools to enable continuous assessment of staffing supply and demand at the market-level along Care Pro skills and client care needs
- Develop strategies and programs to assess Care Pro skills, provide training, and improve Care Pro visit preparation in an effective, scalable, sustainable way across our distributed workforce
- Enable quality and safety in our care operations by developing and scaling policies, tech-enabled processes, and standards, including:
- Design critical quality standards that drive measurable impact on the client experience, and build the tools to enable at scale
- Proactively identify gaps in policy coverage to evolve protocols where needed based on macro health conditions, state licensing requirements and corporate priorities
- Lead a high-performing team in executing on objectives above, including:
- Define roles and set clear standards for performance
- Rigorously and proactively prioritize team capacity against business goals
- Enable high-judgment decision making in the face of incomplete information
Our ideal candidate profile includes: - 5-8 years of experience, leading frontline teams and driving operational results that impact the P&L for example as a general manager, business unit lead or product management.
- Experience working in high growth and/or late stage startup technology companies preferred
- Experience in people operations, overseeing performance management programs or knowledge of employment laws and requirements preferred
- Demonstrated ability to lead cross-functional teams in designing and building solutions that solve for quality at scale
- Proven ability to develop high-quality relationships and form partnerships with diverse stakeholders
- Excellent interpersonal, verbal and written communication skills
- Excellent analytical skills; proven ability to use data and analytics to inform decision-making, relies on factual information and quantitative analysis to make informed choices, set strategies, and evaluate performance.
- Experience leading teams of direct reports to execute against company goals
- Ability to be decisive and thrive in an unstructured and fast-paced environment
- Ability to plan and execute on both strategic and tactical level
Honor focuses on Mobile, Healthcare, Information Technology, Information Services, and Consumer. Their company has offices in San Francisco, Austin, Dallas, Albuquerque, and Concord. They have a mid-size team that's between employees. To date, Honor has raised $115M of funding; their latest round was closed on May 2018.
You can view their website at or find them on Twitter, Facebook, and LinkedIn.
Director of Operations, Workforce Quality - Austin, United States - Honor
Description
Meeting the needs of our growing client base by delivering high quality care is one of our top priorities. As Director of Operations, Workforce Quality, your goal is to ensure Honor's Care Pros (caregivers) workforce is high performing, well prepared, and have the appropriate skills to provide safe, high-quality care to their clients. In the near-term, you will focus on building data-driven, tech-enabled solutions to evaluate topgrade our Care Pro workforce at scale across a distributed workforce. You will also design and implement systems-driven strategies for identifying, retaining, and utilizing our top performing Care Pros.
This position is mission-critical to our ability to meet our goal of providing a differentiated care experience to clients and Care Pros. The right candidate has deep experience at the intersection of operations and technology, the ability to drive decisions in the face of ambiguity or imperfect information, and a passion for leading high-performing teams through change.
Responsibilities: