Description
As the Implementations Senior Manager, you will lead the evolution of our acquired businesses by bridging the gap between initial acquisition and long-term operational success. This role is a hybrid of a technical implementation lead and an operational swat-team partner.
You will manage the high-stakes project of transitioning franchises to the Honor Care Platform while simultaneously acting as a market co-pilot to ensure business stability and growth during the transition period. You will be a steward of the brand, modeling a high bar for performance and accountability to empower local teams for the long term.
Key Outcomes: Implementation Excellence: 100% of platform implementations completed on time. Revenue Continuity: 95% of revenue and client hours retained during the transition process. Operational Stability: Successful handoff of the business to the Owned and Operated team.
Responsibilities: Implementation & Project Leadership (75%): Lead Technical Migration: Oversee the end-to-end transition of acquired businesses to the Care Platform, including client/care professional onboarding and staff training. Cross-Functional Orchestration: Serve as the primary point of contact for stakeholders, ensuring adherence to project plans while mitigating risks to revenue and operational momentum. Process Engineering: Identify and enact process adjustments that enhance efficiency and revenue retention during the implementation lifecycle. Team Development: Lead and coach a high-performing team of Specialists and Associates, setting clear goals and providing frequent feedback to ensure flawless execution of project work. Compliance & Risk Management: Proactively stay abreast of market-specific regulations to ensure all Care Professional funnels and onboarding processes meet state compliance requirements.
Market Integration & GM Support (25%): Operational Co-Pilot: Partner with the Territory and/or General Manager to stabilize day-to-day operations across client service, scheduling, and care delivery during the "stabilization" period. Cultural Stewardship: Lead by example in the market, modeling Honor's standards of ownership and accountability to inspire confidence in the local frontline staff. Performance Diagnosis: Use data and market insights to diagnose performance gaps, helping the local manager translate those insights into actionable operational strategies. Change Management: Act as a "player/coach" onsite, helping local teams navigate ambiguity and embrace new operating approaches as they join the O&O network.
Core Competencies: Fly High & Dive Deep: Ability to operate at a high strategic level to enable execution while staying connected to the granular details of a transition when necessary. Think Systematically: Experience operating in growth-stage or rapidly evolving environments where you must take initiative to test and refine new approaches. Strong analytical skills with the ability to interpret dashboards and use BI tools to drive market performance. Tend to be Right: Strong ability to evaluate complex situations and balance risks with outcomes, especially under pressure or with incomplete information. Build Trust: Structured, effective communication skills used to influence frontline teams and cross-functional stakeholders toward a shared goal.
Experience & Requirements: 7+ years of experience in project management, implementation, or field operations. Demonstrated success in leading large-scale technical transitions/implementations or multi-site operational integrations. Proven ability to act as a player/coach, leading by example to drive performance in relationship-driven environments. Experience in service-based operations (e.g., healthcare, staffing, or retail) where success depends on frontline stability and consistent delivery.