Overnight Operations Coordinator

Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.

Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.

Join us to create a new and better aging experience for our clients, their families, and our Care Professionals. 

About the Role: 

As an Overnight Operations Coordinator , you play a critical frontline role ensuring that care delivery remains seamless, responsive, and compassionate — even under pressure. You’ll handle real-time staffing coordination, same-day scheduling changes, and urgent communication between clients, families, and Care Pros.

This is a remote role. Depending on your preference the schedules available are below. 

Sunday -Thursday 9pm to 5:30am Central Time

Tuesday - Saturday 9pm to 5:30am Central Time

As part of onboarding, your first 8 weeks would be working a day time schedule of either Sunday - Thursday 8-5pm Central or Tuesday - Saturday 8-5pm Central before transitioning to the overnight schedule.

 

Why you’ll love this role:

You’ll be joining a purpose-driven team that blends empathy with operational excellence — keeping clients safe, Care Pros supported, and the system running smoothly. You’ll gain exposure to national-scale care delivery logistics, advance your operational skill set, and contribute directly to the mission of transforming aging. With opportunities to grow into more senior roles focused on Client Management, Care Pro Relationship Management, Care Pro Recruiting, and Care Pro HR.

 

As an Operations Coordinator at Honor, you provide:

Same-Day Staffing & Coordination: Ensure timely and accurate caregiver scheduling to meet client needs and preferences, especially during same-day changes or emergencies.

Real-Time Communication & Support: Serve as the first point of contact for urgent client and family needs. Respond promptly to time-sensitive situations, providing clear updates and empathetic support.

Task Execution: Execute operational tasks including check-ins, staffing activities, and managing inbound communications in alignment with established workflows and policies.

Issue Resolution: Address service delivery challenges with urgency and professionalism, ensuring the best experience for clients and Care Pros.

Documentation & Compliance: Accurately record client updates, staffing changes, and escalations, maintaining regulatory and company documentation standards.

Communication & Escalation Management: Deliver critical updates to owners, clients, families, and Care Pros—tailoring messages by audience, tone, and communication preferences to ensure clarity and understanding.

 

We’re looking for you to bring: 

3+ years of experience in customer service or operations in a healthcare, staffing, or call center environment

Hands-on experience handling real-time scheduling, dispatch, or triage

Demonstrated tech fluency , with comfort navigating multiple platforms (CRM, EMR, or workforce management tools)

Strong written and verbal communication skills; skilled in de-escalation and empathy

Reliable attendance and commitment to full participation in training and ongoing shifts

Consistent tenure and accountability in previous roles — you take ownership and follow through

 

Key Performance Indicators for this role:

Phone Answer Rate

Task Acceptance Rate

Time Available for Tasks

Time Available for Calls

 

Leadership Principles in Action as Operations Coordinator:

Honor’s Leadership Principles are the foundation of translating our mission into action. These principles define how we show up and make decisions, and how we hire, develop and grow talent. While Honor has 13 leadership principles, the following are particularly relevant to this role:

Are Mission First: Leaders demonstrate a genuine passion for our mission. They prioritize decisions and activities that move the mission forward.

Relentlessly Focus on Clients: Leaders always start with the client and work backwards. They are maniacally focused on creating solutions that lead to better care for our clients.

Always Push: Leaders set a high bar for themselves and others. They know that mediocrity isn't an option; they set ambitious goals, always strive for better, and commit to delivering top-notch service and outcomes.

 

#LI-AN1 Our range reflects the hiring range for this position.  We use national average to determine pay as we are a remote first company.  Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.

Base pay is just a part of our total rewards program.  Honor offers equity and 401K with up to a 4% match.  We provide medical, dental and vision coverage including zero cost plans for employees.  Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option.  We offer a generous time off program, mental health benefits, wellness program, and discount program.

Hourly Hiring Range $21.60 — $21.60 USD

At Honor, we put people first. Our leadership culture is guided by  Leadership Principles that prioritize integrity, compassion, and excellence. We offer a unique opportunity to lead with purpose and make a meaningful impact no matter your role.

Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.