# Care Pro Performance Partner

**Company:** [Honor](https://hotfix.jobs/companies/honor)
**Location:** Remote
**Role:** People Ops
**Salary:** $71k – $79k/yr
**Experience:** 5+ years
**Skills:** Performance Management, Employee Relations, Hr Operations, Investigative Skills, Documentation, Data Analysis, Cross-Functional Collaboration, Judgment And Decision-Making, Communication, Kpi Management
**Posted:** 2026-06-26

> Individual contributor role owning end-to-end performance management for Care Pros in a high-volume distributed workforce. Requires 5-7 years experience with 2+ years in performance/employee relations management.

## Job Description

## 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

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