Operations Coordinator - Day / Evening / Overnight

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. 

As a key member of the Care Operations team, the Operations Coordinator plays a critical frontline role in ensuring a seamless experience for both Clients and Care Professionals (Care Pros), particularly during same-day updates and changes. Operations Coordinators manage urgent, real-time situations that impact our clients, Care Pros, and market teams, helping to ensure that care delivery remains consistent and compassionate under pressure.

This role requires exceptional communication, adaptability, and problem-solving skills. Operations Coordinators receive direction from the Operations Manager team and collaborate closely across functions within the broader Care Operations team.

Key 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.

• Other operational duties as necessary.

Qualifications

• Minimum of 3+ years of customer service experience, ideally in a high-volume or high-pressure environment

• Minimum of 6+ months in a complex client, patient management, or demanding service role

• Strong written and verbal communication skills, with attention to tone and clarity

• Experience in healthcare or related fields preferred

• High comfort level navigating multiple systems and technology platforms

• Ability to work at least one (1) weekend day per week; flexibility in scheduling preferred

• Deep commitment to service excellence and client-centered care

Core Competencies

• Effective communication

• Team collaboration

• Attention to detail

• Critical thinking and problem-solving

• Compassion and empathy

• Organizational effectiveness

• Ability to work independently and cross-functionally

• Time and Calendar Management

Success Metrics

In addition to meeting key performance indicators, listed below, success in this role is defined by strong customer service, sound judgment, clear communication, adherence to policies and processes, and the ability to prioritize effectively in a fast-paced environment.

• Phone Answer Rate

• Task Acceptance Rate

• Task Completion Rate

• Number of shifts actively managed

• Time Available for Tasks

• Time Available for Calls

Honor Leadership Principles

• Are Mission First
  
  • Why it applies: Operations Coordinators are at the heart of ensuring clients receive the care they need, even in unpredictable or urgent situations. Their commitment to Honor’s mission—expanding the world’s capacit