Director of IT Infrastructure and Operations

Honor exists to expand the world’s capacity to care.

We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale. 

Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.

The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults. 

Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems! 

About the Work:

What is your role?

You lead the evolution of processes and tools for IT infrastructure across corporate HQ and our Franchises. You evolve legacy IT into world class operations performance, scaling, and driving AI innovation with rock solid cybersecurity for 1000’s of users and compliance including HIPAA. You lead teams of technical project managers, system administrators, and customer facing support.  Your leadership drives transformation of processes with AI & automation,  consistent and elevated performance of SLAs and spend efficiency. You will lead your team to define and deliver the infrastructure strategy and capacity of Tech infrastructure and automation  to ensure our internal and external user network of 50K plus people have the needful hardware, software, with appropriate security and cost. 

What are your Responsibilities?

• Oversee the IT infrastructure and application landscape for Honor/Home instead of corporate and Franchise users. Drive evolution of the application landscape to a rationalized, cloudbased managed architecture. 
• Evolve cybersecurity standards & processes across our systems and Userbase. Integrate security standards into operational processes to achieve improved SLAs for system availability and security and protect our data, user identity and network
• Define, deliver, and operate infrastructure SaaS, including change management and system administration of 100s of Software applications while evolving our Franchise IT offering from ad hoc SaaS specifications to a managed solution with standardized configurations and feature sets.  Build a strategy for outsourced managed technology solutions for our Home Instead Franchise network
• Explore and prototype innovations of emerging technology (i.e. AI, BPA)  to generate improvements in Service levels, Remote work effectiveness, and process management
• Drive strategy for Support team volume, contact channels and cost per contact while aligning response time to user needs.  Recruit, train, and manage the team to achieve a high positive response rate.
• Achieve HIPAA compliance standards across the relevant infrastructure components
• Manage the technology procurement process to deliver cost effective growth as we scale users and processes.  Drive vendor negotiations and contract management with internal and outsource procurement services.

Required Skills

• Experience in Healthcare or healthcare adjacent industries complying with HIPAA, including demonstrated excellence in defining and  managing IT architecture including cloud infrastructure, user identity, procurement, security, availability.
• Strategic Technology infrastructure Leadership demonstrated through multiple Saas migrations, implementations, and infrastructure transformations.
• Skills in Program Management & Operational Excellence such as prioritization across multiple workstreams: Managing multiple goals, deadlines, timelines, scopes, and resources.
• Customer Obsession with positive attitudes in challenging situations, excelling in change management efforts to ensure smooth implementation of new processes and programs. Provide rollout, training and support to employees to facilitate adoption, ticket resolutions and achieve company business goals.
• Leadership and Stakeholder Engagement:  Collaborate with cross-functional teams, including finance, IT, HR, and other departments, to ensure alignment and support for operational initiatives. Communicate progress and results to senior leadership.
• Procurement experience including vendor management and negotiation skills demonstrated in contract negotiations across vendor size and implementing procurement management processes.

Preferred:

• Driving or managing HIPAA compliance architecture across health care