Care Pro Performance Partner

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the performance management process for various performance issues, including intricate and escalated CP cases, within a specified performance management framework.

• Review and analyze performance-related events that influence client care experiences.

• Utilize independent judgment within established policies and escalation frameworks to determine suitable corrective actions, including coaching, warnings, and separations when necessary.

• Occasionally employ advanced judgment to tailor performance management strategies in unique situations that may require deviation from the defined framework while ensuring compliance with company policies and employment standards/regulations.

• Identify and facilitate handoffs for protected and escalated scenarios to the appropriate teams [CPHR & Trust & Safety] within established handoff SLAs.

• Ensure that all performance actions are documented clearly, consistently, and in line with Honor policies and employment best practices.

• Adhere to stipulated KPIs and SLAs, including a 24–48 hour response time for all incoming CP performance inquiries and ticket outreach.

• Manage a high-volume caseload, averaging approximately 90+ tickets closed per week and 130+ ticket comments weekly with thorough and compliant documentation.

• Conduct regular proactive outreach, averaging 45+ outbound calls per week, with an average talk duration of around 7–8 minutes per call.

• Maintain operational efficiency with an average case resolution time of about 6 days and an overdue ticket rate of less than 15%.

• Balance productivity expectations with quality, ensuring that performance decisions are timely, just, and aligned with Honor policies.

• Proactively review individual CP performance histories to identify recurring behaviors, emerging trends, and early risk signals.

• Assess when early intervention is necessary to prevent escalation or further impact on clients.

• Highlight trends, insights, and risks to relevant partners and leaders, providing clear recommendations.

• Collaborate closely with Care Pro Relationship Managers to reinforce consistent performance feedback and escalation standards.

• Work with CPRMs to identify trending performance issues and effectively implement performance management frameworks.

• Lead targeted calibration or training sessions to enhance consistency and confidence in performance-related discussions.

• Identify potential employment risks, protected issues, or systemic concerns and escalate as appropriate.

• Maintain and apply foundational knowledge of relevant employment protections and regulations concerning terminations and changes in employment status.

• Successfully balance the experiences of Care Professionals, client outcomes, Honor policies, and employment risk considerations when making performance-related decisions.

⛳️ Requirements

• 5–7 years of professional experience.

• 2+ years of experience in managing performance, employee relations, and/or HR operations in a high-volume distributed workforce.

• Strong judgment and decision-making abilities, including comfort in navigating ambiguity and complex performance scenarios.

• Exceptional communication skills with the capacity to deliver challenging feedback clearly and empathetically.

• Strong cross-functional collaboration capabilities and the ability to influence without direct authority.

• High attention to detail coupled with strong investigative and documentation skills.

• Comfort in analyzing performance data, identifying trends, and translating insights into actionable steps.

• Strong sense of ownership and accountability for outcomes.

• Commitment to supporting Care Professionals while prioritizing safe, high-quality client care.

• Ability to excel in a fast-paced environment with competing priorities.

🏝️ Benefits

• Health insurance.

• 401K with up to a 4% match.

• Zero-cost medical, dental, and vision coverage for employees.

• Fully employer-paid Short Term and Long Term Disability.

• Fully employer-paid Life Insurance.

• Option for voluntary additional Life Insurance.

• Generous time off program.

• Mental health benefits.

• Wellness program.

• Discount program.