Care Pro Relationship Manager

About the Role:

We are looking for a professional who can develop and execute a consistent staffing strategy that supports exceptional experiences for both our Clients and Care Pros (caregivers). This role is at the heart of our mission—balancing the needs of clients and the wellbeing of Care Pros through thoughtful staffing, strong relationships, and close collaboration with the Client Manager. As a Relationship Manager, you will proactively engage and build trusted relationships with our Care Pros, ensuring they feel valued, supported, and set up for success. You’ll lead with empathy and operational rigor, driving staffing strategy and execution that enable seamless client care and a sense of purpose and belonging for every Care Pro. This is a Remote role, supporting our Care Pros in the Pennsylvania market, and this role requires working Monday through Friday, 8:00a-5:00p, Eastern Time. Flexibility and availability to occasionally respond on evenings or weekends may be needed.

About the Team:

At the company, 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, 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.

As a Relationship Manager, you will:

Oversee and execute market staffing strategy

• Develop and manage market staffing strategy through consistent Care Pro outreach and relationship building, staffing best practices, schedule building and adherence, and creative staffing processes while utilizing innovative tools.
• Work in tight coordination with the Client Manager to understand specific Client context and care plans, suboptimal matches, and schedule nuances, in order to create the best scheduling match possible.
• Ensure that you quickly mobilize newly hired Care Professionals to get them work quickly and efficiently.

Provide exceptional service to Care Pros

• Support Care Pros in the market by being their primary point of contact and providing actionable feedback and coaching to enable their success at every visit.
• Foster relationships with Care Pros in the market to facilitate quality matches between Care Pros and clients with a focus on client and Care Professional retention.

Coordinate closely with Client Manager to execute care delivery

• Align with Client Manager on daily and weekly market priorities.
• Communicate seamlessly to ensure scheduling decisions and Care Pro performance feedback are executed in a timely manner.
• Share critical feedback and updates from Care Pros that impact Client Manager workflows.
• Support Client Manager on partner communication, client experience tasks, or billing / collections efforts as needed.

Partner across the company to deliver a seamless experience

• Prioritize work with the market team to meet the dynamically changing needs of partners, clients and Care Professionals, including triaging and completing tickets and delegating work.
• Work with the market team to manage real-time questions, issues, or changes relating to clients.
• Work directly with Care Pro Performance teams to ensure consistent Care Professional performance management experience.
• Work cross-functionally to provide feedback and to support to other internal efforts such as CPHR, Trust and Safety, Recruiting and Training.

We’re looking for you to bring:

• 3+ years of experience in a complex client, patient management, or high-volume customer service role; staffing experience strongly preferred
• Proven commitment to exceptional service and sensitivity to client and caregiver needs, with a strong focus on delivering high-quality care experiences
• Background in operations or healthcare/home care environments preferred
• Exceptional relationship management, communication, and interpersonal skills
• Strong analytical and problem-solving abilities with a data-informed approach to staffing and scheduling
• Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment
• Adaptable and resilient, with a proactive, solution-oriented mindset
• Collaborative team player with experience partnering cross-functionally

Key Performance Indicators for this role:

• Phone answer rate
• Ticket management
• Schedule consistency
• Visit fulfillment

Leadership Principles in Action:

The company’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 the company has 13 leadership principles, the following are particularly relevant to this role:

• Are Mission First: Leaders demonstrate a genuine passion for our mission. They prioritize decisions and activities that move the mission forward.
• Relentlessly Focus on Clients: Leaders always start with the client and work backwards. They are maniacally focused on creating solutions that lead to better care for our clients.
• Always Push: Leaders set a high bar for themselves and others. They know that mediocrity isn't an option; they set ambitious goals, always strive for better, and commit to delivering top-notch service and outcomes.
• Identify Problems: Leaders have a keen sense that an identifiable problem is present. They identify it, determine the root cause and propose a solution. Leaders ensure solutions are implemented and partner as necessary.
• GSD (get stuff done): Leaders make tangible progress, delivering quality and timely results. When looking at their accomplishments over the course of a month, it's staggering what they have accomplished and how much they have moved the organization forward.

The annual base salary for this role is $64,000-$69,000. Individual compensation will be commensurate with the candidate's experience and qualifications.

Base pay is just one part of our total rewards program. The company offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including a zero cost plan for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, Employee Assistance Program.

The company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.

Base pay is just a part of our total rewards program. The company offers equity and 401K with up to a 4% match. We provide 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. We offer a generous time off program, mental health benefits, wellness program, and discount program.

At the company, we put people first. Our leadership culture is guided by Leadership Principles that prioritize integrity, compassion, and excellence. We offer a unique opportunity to lead with purpose and make a meaningful impact no matter your role.

The company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.