Client Manager

Job Description

Job Description

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.

About the Role:

At Honor, we're building the future of care for older adults—and as a Client Manager , you'll be at the center of making that mission real. You'll create seamless, high-quality experiences for clients and their families, balancing empathy, operational excellence, and trusted relationships across Honor's network of partner agencies and Care Professionals (Care Pros).

As a Client Manager, you'll own a panel of clients and serve as their primary point of contact throughout their care journey. You'll guide families through onboarding, support ongoing service needs, and ensure every client receives consistent, compassionate, and reliable care. This role requires balancing personalized service with the operational demands of a fast-paced, growing business—making thoughtful decisions that uphold Honor's mission and elevate our care standards.

This is a remote position, with several openings available to support our various markets. Our roles follow a Monday–Friday schedule, 8:00 a.m. to 5:00 p.m. schedule, either Eastern Time or Pacific Time. Flexibility to occasionally respond during evenings or weekends may be required.

About the Team:

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.

As a Client Manager at Honor, you will:

Deliver Exceptional Service to Clients

• Guide clients and families through the full care journey, from onboarding to ongoing service.
• Maintain regular contact with clients to manage scheduling, adapt care plans, and ensure a positive experience.
• Build strong relationships with Care Pros, ensuring quality matches and consistent staffing.

Collaborate Across Honor to Ensure Seamless Operations

• Partner daily with Honor's frontline support and staffing teams to ensure reliable schedules and timely updates.
• Manage escalations and complex care situations with professionalism, sensitivity, and clear communication.
• Work cross-functionally to provide feedback to internal teams (e.g., Care Pro HR/admin, product, operations) to continuously improve processes.
• Drive efficiency by balancing automation with personalized service, always keeping client experience at the center.

Manage Partner Relationships

• Build and maintain strong relationships with partner agencies, translating client needs into actionable care plans.
• Provide real-time updates and regular check-ins on client status, issues, and care plan changes.
• Triage requests and set clear expectations to maintain trust and alignment with partners.

We're looking for you to bring:

• 3+ years of experience in a senior care or patient management, and customer service role.

• A client-first mindset, with a deep commitment to quality care and customer satisfaction
• A strong sense of ownership and detail orientation, with a track record of managing complex processes
• Confidence in navigating escalations, solving problems creatively, and building trust with clients and partners
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment and make sound decisions under pressure
• Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus
• Flexibility to support clients and partners during evenings or weekends if work is not completed during business hours and support on two holidays per year

Key Performance Indicators for this role:

• One-off staffing ownership (non-urgent visits >36 hours out): 20%
• Start-of-Care consult conversions, welcome calls: 20%
• Ongoing client relationship management: 20%
• Partner/owner communications: 20%
• Escalation management & follow-up: 10%
• Ticket resolution: 5%
• Billing: 5%

Leadership Principles in Action as Client Manager:

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:

• Are Mission First: As a Client Manager, you'll operate with the mission as your north star. Every decision and action—whether building care plans, resolving escalations, or partnering with agencies—is anchored in moving the mission forward. You'll ensure that your work not only meets today's needs but also builds the foundation for long-term client trust and organizational success.
  • Act as the central connection point between clients, Care Professionals, partner agencies, and Honor teams.
  • Prioritize care quality and consistency over convenience, ensuring clients always receive dependable, compassionate support.
  • Make trade-offs by asking: "What best advances our mission of better care for older adults?"

• Relentlessly Focus on Clients: You will be the advocate and guide for clients and families, ensuring their voices and needs drive everything we do. This means building strong relationships, practicing empathy in every interaction, and ensuring that care plans adapt as client needs evolve.
  • Manage onboarding and ongoing client relationships with sensitivity, regular communication, and proactive support.
  • Collaborate with Care Pros to ensure quality matches and reliable staffing.
  • Track and improve client satisfaction, retention, and consistency metrics.
  • Balance automation with personalized touches, always keeping client experience at the center.

• Always Push: Excellence is the standard. As a Client Manager, you'll set ambitious goals for yourself and your partners, holding yourself accountable to delivering exceptional results. You won't settle for "good enough"—you'll innovate, improve, and raise the bar on what great client care looks like.
  • Proactively manage complex workflows, partner communications, and escalations with urgency and professionalism.
  • Consistently meet and exceed KPIs across fulfillment quality, responsiveness, and client satisfaction.
  • Drive efficiency in operations, balancing scale with a human touch.
  • Role-model a "can-do" attitude, showing persistence and resilience under pressure.

• Identify Problems: Clients and partners depend on us to anticipate issues before they escalate. You'll bring a problem-solving mindset that goes beyond quick fixes—digging into root causes, proposing solutions, and ensuring those solutions stick.
  • Triage requests and manages escalations by diagnosing underlying challenges, not just symptoms.
  • Provide structured feedback loops to internal teams (operations, HR, product) to improve workflows and systems.
  • Use data, KPIs, and client feedback to identify areas for improvement in service delivery.
  • Close the loop on solutions, ensuring accountability and long-term impact.

Base pay is just one part of our total rewards program. Honor 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.

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.

#LI-AN1

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. Honor 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.

Hiring Salary Range

$64,000—$69,000 USD

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.