Care Pro Performance Partner

The Care Pro Performance Partner is an individual contributor role that serves as the primary owner of Care Pro performance management across the organization. This role involves partnering cross-functionally with HR, Operations, and Recruiting teams to prevent performance progression, balance CP experience with client care quality, and ensure fair, compliant, and timely performance outcomes.

Key Responsibilities:

Performance Management & Case Ownership

• Own end-to-end performance management for a range of performance issues including complex and escalated CP cases within a defined performance management framework.
• Review and investigate performance events that impact client care experience.
• Apply independent judgment within an established policy and escalation frameworks to determine appropriate corrective action.
• Identify and perform handoff for protected and escalated scenarios to the appropriate teams.

Performance Operations & Service Standards

• Adhere to established KPIs and SLAs, including a 24–48 hour response time for all inbound CP performance inquiries and ticket outreach.
• Manage a high-volume caseload, averaging approximately 90+ tickets closed per week.
• Conduct consistent proactive outreach, averaging 45+ outbound calls per week.

Proactive Performance Monitoring & Early Intervention

• Proactively review individual CP performance history to identify repeat behaviors, emerging trends, and early risk signals.
• Determine when early intervention is appropriate to prevent escalation or further client impact.

CPRM Partnership & Enablement

• Partner closely with Care Pro Relationship Managers to reinforce consistent performance feedback and escalation standards.
• Lead targeted calibration or training sessions to improve consistency and confidence in performance-related conversations.

Risk Awareness & Compliance

• Identify potential employment risks, protected issues, or systemic concerns and escalate appropriately.
• Maintain and apply base level knowledge of relevant employment protections and regulations regarding termination and employment status changes.

About you:

• 5–7 years of professional experience
• 2+ years of experience managing performance, employee relations and/or HR operations in a high-volume distributed workforce.
• Strong judgment and decision-making skills, including comfort navigating ambiguity and complex performance scenarios.
• Exceptional communication skills, with the ability to deliver difficult feedback clearly and compassionately.

Benefits:

• Base pay: $71,100-$79,000 USD
• Equity and 401K with up to a 4% match
• Medical, dental and vision coverage including zero cost plans for employees
• Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option
• Generous time off program, mental health benefits, wellness program, and discount program