Manager, Home Care Onboarding

About A Place for Mom

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me : We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things : We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team : We each own the outcome but can only achieve it as a team.
• Win The Right Way : We see organizational integrity as the foundation for how we operate.
• Embrace Change : We innovate and constantly evolve.

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.

Qualifications

Qualifications

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

Additional Information

Compensation

• 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.

All your information will be kept confidential according to EEO guidelines.

*This is a fully remote role that can be located anywhere within the continental United States

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