Client Manager, Honor
$64-69k
+ Equity
Mid and Senior level
Remote from US
More information about location
In-home care network
Job no longer available
In-home care network
501-1000 employees
HealthcareB2CMarketplaceAge-techWellbeing
Job no longer available
$64-69k
+ Equity
Mid and Senior level
Remote from US
More information about location
501-1000 employees
HealthcareB2CMarketplaceAge-techWellbeing
Company mission
To change the care industry by building the first-of-its-kind care network and expand the world’s capacity to care.
Role
Who you are
- 3+ years of experience in a senior care or patient management, and customer service role
- A client-first mindset, with a deep commitment to quality care and customer satisfaction
- A strong sense of ownership and detail orientation, with a track record of managing complex processes
- Confidence in navigating escalations, solving problems creatively, and building trust with clients and partners
- Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment and make sound decisions under pressure
- Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus
- Flexibility to support clients and partners during evenings or weekends if work is not completed during business hours and support on two holidays per year
What the job involves
- At Honor, we’re building the future of care for older adults—and as a Client Manager, you’ll be at the center of making that mission real
- You’ll create seamless, high-quality experiences for clients and their families, balancing empathy, operational excellence, and trusted relationships across Honor’s network of partner agencies and Care Professionals (Care Pros)
- As a Client Manager, you’ll own a panel of clients and serve as their primary point of contact throughout their care journey
- You’ll guide families through onboarding, support ongoing service needs, and ensure every client receives consistent, compassionate, and reliable care
- This role requires balancing personalized service with the operational demands of a fast-paced, growing business—making thoughtful decisions that uphold Honor’s mission and elevate our care standards
- 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 own the client experience and drive business growth by focusing deeply on satisfaction, quality, and long-term relationships
- Working in tandem, Care Pro Relationship Managers ensure the success of our vital field staff by supporting the Care Pro experience — driving exceptional staffing outcomes through the best quality matches, fostering engagement, and strengthening retention
- Together, we deliver a seamless, high-quality, and scalable care experience for both our clients and the Care Professionals who make it all possible
- Deliver Exceptional Service to Clients
- Guide clients and families through the full care journey, from onboarding to ongoing service
- Maintain regular contact with clients to manage scheduling, adapt care plans, and ensure a positive experience
- Build strong relationships with Care Pros, ensuring quality matches and consistent staffing
- Collaborate Across Honor to Ensure Seamless Operations
- Partner daily with Honor’s frontline support and staffing teams to ensure reliable schedules and timely updates
- Manage escalations and complex care situations with professionalism, sensitivity, and clear communication
- Work cross-functionally to provide feedback to internal teams (e.g., Care Pro HR/admin, product, operations) to continuously improve processes
- Drive efficiency by balancing automation with personalized service, always keeping client experience at the center
- Manage Partner Relationships
- Build and maintain strong relationships with partner agencies, translating client needs into actionable care plans
- Provide real-time updates and regular check-ins on client status, issues, and care plan changes
- Triage requests and set clear expectations to maintain trust and alignment with partners
- Key Performance Indicators for this role:
- One-off staffing ownership (non-urgent visits >36 hours out): 20%
- Start-of-Care consult conversions, welcome calls: 20%
- Ongoing client relationship management: 20%
- Partner/owner communications: 20%
- Escalation management & follow-up: 10%
- Ticket resolution: 5%
- Billing: 5%
- Honor’s Leadership Principles are the foundation of translating our mission into action. These principles define how we show up and make decisions, and how we hire, develop and grow talent. While Honor has 13 leadership principles, the following are particularly relevant to this role:
- Are Mission First: As a Client Manager, you’ll operate with the mission as your north star. Every decision and action—whether building care plans, resolving escalations, or partnering with agencies—is anchored in moving the mission forward. You’ll ensure that your work not only meets today’s needs but also builds the foundation for long-term client trust and organizational success
- Act as the central connection point between clients, Care Professionals, partner agencies, and Honor teams
- Prioritize care quality and consistency over convenience, ensuring clients always receive dependable, compassionate support
- Make trade-offs by asking: “What best advances our mission of better care for older adults?”
- Relentlessly Focus on Clients: You will be the advocate and guide for clients and families, ensuring their voices and needs drive everything we do. This means building strong relationships, practicing empathy in every interaction, and ensuring that care plans adapt as client needs evolve
- Manage onboarding and ongoing client relationships with sensitivity, regular communication, and proactive support
- Collaborate with Care Pros to ensure quality matches and reliable staffing
- Track and improve client satisfaction, retention, and consistency metrics
- Balance automation with personalized touches, always keeping client experience at the center
- Always Push: Excellence is the standard. As a Client Manager, you’ll set ambitious goals for yourself and your partners, holding yourself accountable to delivering exceptional results. You won’t settle for “good enough”—you’ll innovate, improve, and raise the bar on what great client care looks like
- Proactively manage complex workflows, partner communications, and escalations with urgency and professionalism
- Consistently meet and exceed KPIs across fulfillment quality, responsiveness, and client satisfaction
- Drive efficiency in operations, balancing scale with a human touch
- Role-model a “can-do” attitude, showing persistence and resilience under pressure
- Identify Problems: Clients and partners depend on us to anticipate issues before they escalate. You’ll bring a problem-solving mindset that goes beyond quick fixes—digging into root causes, proposing solutions, and ensuring those solutions stick
- Triage requests and manages escalations by diagnosing underlying challenges, not just symptoms
- Provide structured feedback loops to internal teams (operations, HR, product) to improve workflows and systems
- Use data, KPIs, and client feedback to identify areas for improvement in service delivery
- Close the loop on solutions, ensuring accountability and long-term impact
Our take
Longer life expectancy and an aging population has resulted in the significant growth of the home-based care industry, as nearly 90% of people over the age of 50 wish to live in their homes as long as possible.
Honor is a technology-enabled home care company that partners with local care agencies, who leverage its infrastructure to handle back-office functions such as billing, scheduling, and staffing. The company currently provides non-medical home care services to people across the United States, supporting over 100,000 care professionals.
Boasting the world's largest home care network, the company's advanced care platform is revolutionising how society cares for older adults. Powering over 1 million hours of care each week and with several key leadership hires announced over 2024, Honor is well set to see continued growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Led by a woman
Top investors
8% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$70m
SERIES E
Oct 2020
$140m
SERIES D
Total funding: $322m
Company benefits
- Remote-First Work Model
- Company Equity
- Comprehensive Benefits - Including Health, Mental Health, Dental, Vision, and Life Insurance for You and Your Family
- 401k Matching
- Generous Vacation Policy
- Corporate Giving & Volunteering Programs
- Paid Parental Leave
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Seth Sternberg
(Co-Founder & CEO)Studied at Yale and has an MBA from Stanford. Started out as an M&A Lead at IBM, and co-founded Meebo in 2005. Was a Product Management Director at Google.
Sandy Jen
(Co-Founder)Studied Computer Science at Stanford and co-founded Meebo, acting as its CTO. Was an Engineering Manager at Google, and is also a current Board Member of Ultimate Impact.
Monica Lo
(Co-Founder & Strategy & Operations)Studied at Dartmouth, Stanford and Harvard Kennedy. Was an Associate at A.T. Kearney and Manager of Strategic Initiatives at Safeway.
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