Director of Platform Success

The Platform Success team is responsible for the success of the Home Instead franchise businesses that use the Honor Care Platform. As a Director of Platform Success, you’ll be at the heart of our mission to expand the world's capacity to care by supporting small business owners who are passionate about this service and dedicated to their communities.

In this role, you will manage a team of Platform Success Sr. Managers responsible for driving the growth and operational performance of a defined book of business. Your focus will be on delivering profitable year-over-year growth and Owner satisfaction across the assigned portfolio, ensuring that each Franchise Owner is equipped to thrive on our Care Platform. You will partner closely with cross-functional teams to ensure alignment on priorities, overcome operational challenges, and drive value for both the Owners and the broader network.

Key Results you will drive in this role

• Achieve consistent year-over-year profitable growth within your book of business.
• Maintain high levels of satisfaction and positive relationships with Franchise Owners, reflected in survey scores and retention.

Responsibilities

• Team Leadership & Development: Lead, mentor, and develop the Platform Success Sr. Managers within their book of business, fostering a high-performance culture. Build processes and tools that allow the team scale and spend more of their time on the highest impact conversations. 
• Data-Driven Decision Making: Oversee the collection, analysis, and interpretation of data related to account health, performance, and market trends within your assigned portfolio. Use insights to guide the team, Honor and Owners, identifying growth opportunities and areas for improvement.
• Escalation Resolution & Risk Management: Lead the handling of complex escalations, coordinating cross-functional resources to resolve issues promptly. Anticipate potential risks and develop strategies to mitigate them before they impact the business or the Owner relationship.
• Business Reviews & Reporting: Drive the cadence and quality of internal and external business reviews for their book of business, ensuring they deliver actionable insights. Maintain transparency through clear reporting to internal teams and Owners.
• Owner Relationship Management: Enhance Owner satisfaction and loyalty, ensuring the team provides top-tier support. 
• Financial Stewardship & Profitability: Guide the team in providing economic and financial advice to Owners, focusing on profitability and sustainable growth. Partner with internal finance experts to ensure Owners receive accurate, actionable insights.
• Growth & Expansion Initiatives: Support initiatives that promote organic growth and strategic expansion opportunities, guiding the team in identifying and scaling successful strategies within their assigned book of business. Both execute on best practices developed by cross functional partners but also identify where we can “plug the gap” when best practices do not yet exist.  Assist in analyzing and implementing new services and market opportunities.

Core Competencies

• Operational Execution: Proven success with 5-8 years of experience driving operational results that impact the P&L, such as in a general manager, business unit lead, or product management role. Has a history of diving into details and leading by example to deliver meaningful changes that directly impact business outcomes.
• Executive Relationship Management: Cultivates confidence, credibility, and authority with Franchise Owners and internal stakeholders through a professional demeanor, strong communication skills, and the ability to hold stakeholders accountable. Builds positive connections by fostering collaborative environments and developing personal rapport.
• Cross-Functional Leadership: Demonstrated ability to organize large cross-functional groups to achieve shared goals, leveraging influence rather than positional authority. Aligns stakeholders through clear action items, accountability, and a focus on results.
• Structured Thinking: Thinks systematically, breaking down complex issues into manageable components and developing clear, logical plans or solutions. Demonstrates excellent judgment in making difficult decisions.
• Data-Driven: Uses data and analytics to inform decision-making, relying on quantitative analysis to guide recommendations, set strategies, and evaluate performance. Translates insights into actionable steps for Owners and internal stakeholders.
• People Development: A proven track record of mentoring and developing team members, fostering growth, and building a high-performance culture. Supports team members in reaching their full potential through coaching, feedback, and creating opportunities for skill-building and advancement.
• Strategic: Experience in identifying and implementing growth and expansion initiatives, adapting strategies to new market opportunities, and working closely with internal partners to refine best practices as the business scales.

Qualifications

• Leadership Experience: Proven experience managing a team, including managers with a track record of developing and leading high-performers.
• Commercial Impact: Demonstrated success in driving commercial results, with a focus on achieving growth targets.
• Proven Experience Managing Complexity at Scale and Speed: Demonstrated ability to lead initiatives in fast-paced, high-growth environments, effectively managing complex operations across a large portfolio. Skilled in rapidly identifying and implementing solutions that balance immediate business needs with long-term growth objectives.