Operations Coordinator

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

As an Operations Coordinator, you play a critical frontline role ensuring that care delivery remains seamless, responsive, and compassionate — even under pressure. You’ll handle real-time staffing coordination, same-day scheduling changes, and urgent communication between clients, families, and Care Pros. This is a remote role.

Attendance during training (two weeks, full-time, Monday - Friday 9:00am to 5pm Central Time) is required; this includes being on camera and actively engaged throughout all sessions.

Schedule

Depending on your preference, the schedules available are:

• Tuesday - Saturday 2:30pm-11pm Central Time
• Sunday - Thursday 1:30pm-10pm Central Time

Responsibilities

• Same-Day Staffing & Coordination: Ensure timely and accurate caregiver scheduling to meet client needs and preferences, especially during same-day changes or emergencies.
• Real-Time Communication & Support: Serve as the first point of contact for urgent client and family needs. Respond promptly to time-sensitive situations, providing clear updates and empathetic support.
• Task Execution: Execute operational tasks including check-ins, staffing activities, and managing inbound communications in alignment with established workflows and policies.
• Issue Resolution: Address service delivery challenges with urgency and professionalism, ensuring the best experience for clients and Care Pros.
• Documentation & Compliance: Accurately record client updates, staffing changes, and escalations, maintaining regulatory and company documentation standards.
• Communication & Escalation Management: Deliver critical updates to owners, clients, families, and Care Pros—tailoring messages by audience, tone, and communication preferences to ensure clarity and understanding.

Requirements

• 3+ years of experience in customer service or operations in a healthcare, staffing, or call center environment
• Hands-on experience handling real-time scheduling, dispatch, or triage
• Demonstrated tech fluency, with comfort navigating multiple platforms (CRM, EMR, or workforce management tools)
• Strong written and verbal communication skills; skilled in de-escalation and empathy
• Reliable attendance and commitment to full participation in training and ongoing shifts
• Consistent tenure and accountability in previous roles — you take ownership and follow through

Key Performance Indicators

• Phone Answer Rate
• Task Acceptance Rate
• Time Available for Tasks
• Time Available for Calls

Leadership Principles in Action

Honor’s Leadership Principles are the foundation of translating our mission into action. While Honor 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.

Pay

Hourly Hiring Range: $21.60—$21.60 USD

Individual pay is based on a number of factors including qualifications, skills, experience, education, and training. We use national average to determine pay as we are a remote-first company.

Benefits

• Equity and 401K with up to a 4% match
• Medical, dental, and vision coverage including zero-cost plans for employees
• Fully employer-paid Short Term Disability, Long Term Disability, and Life Insurance, with a voluntary additional Life Insurance option
• Generous time off program
• Mental health benefits
• Wellness program
• Discount program