Job Description
The Manager of the Home Care Onboarding team at A Place for Mom plays a key position in supporting the rapid expansion and operational excellence of our Home Care provider network. This individual is instrumental in shaping the first impression new home care agency partners have of A Place for Mom, ensuring a streamlined and educational onboarding experience.
As we scale our presence across the U.S., this role serves as a key contributor to our mission of delivering outstanding customer service and long-term partner success. The Manager will be responsible for setting team priorities, managing daily operations, coaching team members, and ensuring that new providers are onboarded with consistency, professionalism, and care.
What you will do:
- 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.