Care Pro Performance Partner

Key Responsibilities

Performance Management & Case Ownership

• Own end-to-end performance management for a range of performance issues including complex and escalated CP cases within a defined performance management framework.
• Review and investigate performance events that impact client care experience.
• Apply independent judgment within an established policy and escalation frameworks to determine appropriate corrective action, including coaching, warnings, and separation when necessary.
• Occasionally utilize advanced judgment to adapt performance management approaches in unique scenarios that require deviation from the defined framework while maintaining compliance with company policy and employment standards/regulations.
• Identify and perform handoff for protected and escalated scenarios to the appropriate teams [CPHR & Trust & Safety] within the determined handoff SLAs.
• Ensure all performance actions are documented clearly, consistently, and in compliance with Honor policies and employment best practices.

Performance Operations & Service Standards

• Adhere to established KPIs and SLAs, including a 24–48 hour response time for all inbound CP performance inquiries and ticket outreach.
• Manage a high-volume caseload, averaging approximately (90+ tickets closed per week, 130+ ticket comments/week) with thorough and compliant documentation.
• Conduct consistent proactive outreach, averaging 45+ outbound calls per week, with an average talk time of approximately 7–8 minutes per call.
• Maintain operational efficiency with an average case resolution time of approximately 6 days and an overdue ticket rate of less than 15%.
• Balance productivity expectations with quality, ensuring performance decisions are timely, fair, and aligned with Honor policies.

Proactive Performance Monitoring & Early Intervention

• Proactively review individual CP performance history to identify repeat behaviors, emerging trends, and early risk signals.
• Determine when early intervention is appropriate to prevent escalation or further client impact.
• Surface trends, insights, and risks to relevant partners and leaders with clear recommendations.

CPRM Partnership & Enablement

• Partner closely with Care Pro Relationship Managers to reinforce consistent performance feedback and escalation standards.
• Partner with CPRMs on identifying trending performance concerns and applying performance management frameworks effectively.
• Lead targeted calibration or training sessions to improve consistency and confidence in performance-related conversations.

Risk Awareness & Compliance

• Identify potential employment risks, protected issues, or systemic concerns and escalate appropriately.
• Maintain and apply base level knowledge of relevant employment protections and regulations regarding termination and employment status changes.
• Successfully balance CP experience, client outcomes, Honor policy, and employment risk considerations when making performance decisions.

About You

• 5–7 years of professional experience
• 2+ years of experience managing performance, employee relations and/or HR operations in a high-volume distributed workforce.
• Strong judgment and decision-making skills, including comfort navigating ambiguity and complex performance scenarios
• Exceptional communication skills, with the ability to deliver difficult feedback clearly and compassionately
• Strong cross-functional collaboration skills and the ability to influence without authority
• High attention to detail and strong investigative and documentation skills
• Comfort analyzing performance data, identifying trends, and translating insights into action
• Strong sense of ownership and accountability for outcomes
• Commitment to supporting Care Professionals while prioritizing safe, high-quality client care
• Ability to thrive in a fast-paced environment with competing priorities

Compensation & Benefits

• Base pay range: $71,100–$79,000 USD
• 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, and discount program