Manager, Home Care Onboarding

Summary

Join A Place for Mom as the Manager of the Home Care Onboarding team and play a key role in supporting the rapid growth and operational excellence of our Home Care provider network. Shape the first impression new home care agency partners have, ensuring a streamlined and educational onboarding experience. As we expand across the U.S., this role is vital to delivering outstanding customer service and partner success. You will set team priorities, manage daily operations, coach team members, and ensure consistent, professional onboarding. This is a fully remote role located anywhere in the continental U.S. The position offers a base salary of $60,000 plus a 20% bonus and full benefits.

Requirements

• Bachelor's degree preferred
• 3+ years of managerial experience in customer service, client onboarding, or customer success, preferably in a healthcare
• Exceptional verbal and written communication skills, with a strong ability to coach and motivate teams
• Strong organizational skills with a keen attention to detail and process excellence
• Deep understanding of customer service best practices, with a passion for delivering top-tier experiences
• Proven track record in developing high-performing teams and achieving measurable service outcomes
• Analytical mindset with problem-solving agility and a proactive, self-directed work ethic

Responsibilities

• Lead, mentor, and manage a team of Home Care Onboarding Specialists, fostering a high-performing, customer-focused culture
• Conduct regular 1:1 meetings and weekly team huddles to review goals, provide coaching, and align on strategies
• Establish clear performance expectations and manage to defined KPIs, service standards, and quality benchmarks
• Perform quality assurance (QA) checks on onboarding calls to ensure professionalism, accuracy, and consistency
• Address escalated customer concerns and model exceptional service resolution practices
• Educate new customers on best practices, system usage, and partnership expectations to promote long-term success
• Design and implement scalable programs that support the success of newly opened agencies and enhance onboarding engagement
• Serve as a liaison between onboarding customers and internal teams, including Sales, Customer Success, Product, and Operations
• Collaborate with home care leadership and other department managers to identify strategies to enhance customer experience and retention
• Coordinate with the marketing and training teams to deliver webinars and resources that support new customer education
• Track and analyze service metrics, present weekly performance insights and improvement opportunities to the Director of Customer Success
• Continuously assess the onboarding process for improvement opportunities, innovating and implementing solutions to enhance efficiency and satisfaction
• Lead initiatives to optimize workflows, reduce onboarding friction, and increase speed-to-value for new agency customers
• Contribute to cross-functional projects and strategic initiatives as needed
• Perform other duties as assigned

Preferred Qualifications

Proficiency in Microsoft Excel and PowerPoint; experience with CRM or onboarding platforms is a plus

Benefits

• Base Salary - $60,000 + 20% Bonus
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc
• *This is a fully remote role that can be located anywhere within the continental United States