Care Pro Performance Partner

About the Role:

The Care Pro Performance Partner is an individual contributor role that serves as the primary owner of Care Pro performance management across the organization. Partnering cross-functionally to ensure consistent, fair, and compliant performance outcomes. This role applies independent judgment to resolve complex performance cases, proactively identify performance risks, and improve consistency and quality across performance management practices.

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. While this role does not manage people, it operates with significant autonomy and influence.

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.
  • Complex CP cases are defined as cases that include multiple event types and/or excessive and repetitive issues.
  • While escalated CP cases impact care consistency and scheduling needs for high touch clients, which requires immediate review and resolution.
• 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, including coaching, warnings, and separation when necessary.
• Occasionally utilize advanced judgment to adapt performance management approaches in unique scenarios that require deviation from the defined framework while maintaining compliance with company policy and employment standards/regulations.
• Identify and perform handoff for protected and escalated scenarios to the appropriate teams [CPHR & Trust & Safety] within the determined handoff SLAs.
• Ensure all performance actions are documented clearly, consistently, and in compliance with Honor policies and employment best practices.

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, 130+ ticket comments/week with thorough and compliant documentation.
• Conduct consistent proactive outreach, averaging 45+ outbound calls per week, with an average talk time of approximately 7–8 minutes per call.
• Maintain operational efficiency with an average case resolution time of approximately 6 days and an overdue ticket rate of less than 15%.
• Balance productivity with quality and compliance.