General Manager, Operations

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. In this role, you'll serve as a key driver of operational effectiveness, team performance, and Partner satisfaction—all while bringing a strong analytical mindset to strategy and execution. You will be accountable for the quality and growth outcomes for your markets. 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. While the markets that you oversee may evolve, you may live anywhere within the Pacific Time or Mountain Time Zone — local residency is not required. Limited travel to your markets may be needed occasionally, such as for key community events or team gatherings.

As a General Manager, Operations at Honor, you will:

• Market Leadership: Drive overall performance and quality outcomes across Clients, Care Pros, and Partners, ensuring your 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: While you won’t directly own the full P&L, you will be accountable for financial performance - hitting topline growth numbers for your markets and are expected to influence core drivers like revenue growth, margin, and operational efficiency, and Care Pro safety.
• Take ownership of escalated client service issues: driving resolution strategies that turn negative experiences into long-term retention opportunities for clients by directly managing clients most likely to churn (estimated at ~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.

We’re looking for you to bring:

• 8+ years of experience in operations, client management, or general management, ideally in a growth-stage and service-driven organization.
• 3-5+ years of experience leading high-performing operational teams, including hiring, coaching, performance management, and accountability for business outcomes across teams of 5-10+ employees.
• Experience managing external stakeholders, partners, franchise owners, clients, or customer accounts where success depended on influence, trust-building, and driving outcomes through external relationships.
• Experience operating in service-based environments where outcomes directly impact people, families, patients, customers, or other vulnerable populations. Experience in healthcare, home care, childcare, senior care, social services, education, hospitality, or other high-empathy service environments is highly valued.
• Strong operational problem-solving skills, with the ability to use data to identify root causes, prioritize actions, measure outcomes, and improve market performance. This role does not require deep technical analytics expertise but does require comfort making decisions based on data.
• Financial and business acumen, including owning P&L and market performance including revenue growth and budgets.
• Adaptability and decisiveness in fast-paced, dynamic environments; self starter.
• Graduate degree (MBA, MPP, MPH, or equivalent) preferred.

Leadership Principles in Action as General Manager, Operations

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:

Relentlessly Focus on Clients The GM is ultimately accountable for client retention, satisfaction, and market growth. That means every strategic decision—whether staffing, operations, or partner management—must start with the client and work backwards. By keeping clients at the center, the GM ensures Honor delivers consistent, reliable, and compassionate care, which in turn drives business outcomes.

• Prioritizing policies and staffing decisions that enhance client experience.
• Using client satisfaction and churn metrics as leading indicators of success.
• Ensuring the client journey—from onboarding to ongoing care—is seamless and trustworthy.

Always Push General Managers set the tone for performance in their markets. “Always Push” means refusing to accept mediocrity, setting ambitious goals, and demanding excellence in execution. In a GM’s role, this principle translates to challenging the team to hit aggressive targets in growth, retention, and efficiency while also innovating on new approaches to care delivery.

• Driving continuous improvement across staffing, operations, and partner collaboration.
• Setting high standards for team performance and accountability.
• Challenging teams to solve tough problems...