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. In this role, you’ll stay closely connected to your market(s):This role operates on Eastern Time business hours (8 a.m.–5 p.m. ET, 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 Eastern Time or Central 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.
At Honor, 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, Care Pro 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.
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:
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.
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.
Markets move fast, and a GM must deliver results consistently. “GSD” ensures the GM is execution-focused: moving initiatives forward, hitting KPIs, and turning strategy into reality. It’s not just about big-picture thinking, but also about operational follow-through that creates visible impact month after month.
The GM balances many competing demands—clients, Care Pros, partners, internal teams, and financial performance. “Mission First” ensures the GM makes trade-offs that stay aligned with Honor’s purpose: to change the way we care for older adults. Mission alignment prevents short-term decisions from undermining long-term trust and growth.
General Managers can’t fix what they can’t see. “Identify Problems” ensures GMs stay close enough to operations to spot issues early, diagnose root causes, and drive systemic solutions. This principle helps GMs avoid firefighting mode by addressing the real source of problems, not just their symptoms.
| Metric | Definition | Link to Company Goal |
| --- | --- | --- |
| Composite Defect Score and incident rates | Client Defect score and incident rates contributing to Defect score as defined in Company WBR metrics | Fulfillment Quality |
| Client Risk Score | Likelihood of churn used in market reviews | SOC Churn rate |
| Growth rates | Overall book of business growth | Revenue growth |
| Discretionary Spend | Cost of discretionary OT, bonus, lyft spend | Contribution Margin |
Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.
Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.
Join us to create a new and better aging experience for our clients, their families, and our Care Professionals.
At Honor, 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.
Honor 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.