Director of Implementations

As the Director of Implementations at Honor, you will play a critical role in transforming the way we deliver home care to aging adults. In a rapidly evolving industry, we are combining high tech with high touch to create better experiences for clients, enhanced job opportunities for Care Professionals, and innovative offerings that support the aging journey at scale.

Founded in 2014 and recognized as a Series E “Unicorn” valued at over $1B, Honor is proud to lead the world’s largest home care network with the most advanced care platform available. Our acquisition of Home Instead in August 2021 has propelled our mission to revolutionize how society cares for older adults, their families, and Care Professionals across the globe.

In this dynamic leadership position, you will oversee the entire implementation lifecycle, guiding complex transitions that enhance operational efficiency and foster positive relationships with internal and external stakeholders. Your strategic vision will empower our team to champion change management initiatives that drive cultural transformation, ensuring that we not only meet the immediate needs of our clients but also lay the groundwork for sustainable growth.

Your expertise will be essential in supporting Franchise Owners and their teams, enabling them to thrive in their operations and enhance the quality of care provided. This role is crucial for the financial health of our Franchise partners and our long-term goal of expanding the capacity to care for aging adults.

Key Outcomes:

• All implementations completed on time and 95+% of revenue retained during the implementation process
• Implementation capacity increases by 150% with no increase to headcount  

Responsibilities: 

• Strategic Oversight of Implementations: Set the strategic goals and managing resources to ensure the timely and compliant execution across client onboarding, care professional integration, and franchise training. Proactively address risks to maintain smooth operations and retain clients and care professionals.
• Process Transformation and Efficiency: Drive large-scale improvements to streamline implementations and reduce disruptions. Collaborate with Product on tools that enhance efficiency, support platform adoption, and align with long-term business goals through data-driven solutions.
• Curriculum and Change Management: Design a strategic curriculum and change management framework to guide franchise teams through implementations. Develop training and communication plans that ensure smooth transitions and position teams for sustained success post-implementation.
• Executive Reporting: Provide regular, strategic updates to executives and key stakeholders on implementation progress, impact, and metrics. Offer insights that support decision-making and align with company-wide objectives.
• Team Development and Leadership: Lead and mentor two senior managers, fostering autonomy, advanced problem-solving, and adaptability within the team. Set performance expectations that drive both short-term and long-term success, aligning team goals with organizational strategy.
• Cross-Functional Systems and Alignment: Develop systems, tools, and expectations that streamline cross-functional workflows, enabling senior managers and partners to deliver consistent, compliant implementations that support company growth.

Core Competencies:

• Business Acumen & Commercial Impact: Possesses a commercially focused mindset with proven experience in driving financial and operational outcomes. Analyzes market dynamics to capitalize on growth opportunities and makes informed decisions that enhance profitability and deliver measurable value.
• Change Management: Leads impactful change by guiding internal teams and clients through strategic shifts in processes and culture. Develops and executes change management strategies that align stakeholders, build trust, and ensure smooth transitions and sustained adoption of new practices.
• Process & Project Expertise: Masterfully designs and executes complex project plans that drive efficiency and scalability across teams. Identifies areas for process improvement and employs a proactive approach to planning and resource allocation, ensuring timely and budget-compliant project delivery.
• Data-Driven Decision-Making: Utilizes data and analytics to guide decision-making, setting strategies and evaluating performance through quantitative analysis. Translates insights into actionable steps for stakeholders.
• People Development: Demonstrates a strong track record in mentoring and developing team members, fostering a high-performance culture. Supports individual growth through coaching, feedback, and opportunities for skill-building and advancement.

Qualifications:

• 5-8 years of experience in project or program management, ideally with a customer facing component. 
• 2+ years of direct team management experience.
• Proven success in leading large-scale projects, with a focus on client onboarding, change management, and operational efficiency.
• Excels in a fast-paced, high-growth, tech-driven environment, managing multiple priorities simultaneously.
• Experience in a regulated environment is a plus.