Abby Care
Operations
CareExperienceManager
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“Care Experience Manager at Abby Care. Skills: operational oversight, team development, cross-functional collaboration, family journey focus, key KPIs and growth goals, shaping systems, scaling processes, driving measurable outcomes. Manage and grow a team of Care Operations Associates, Family Associates and Care Coordinators. Ensure every interaction delivers excellence, empathy, and impact”
What You'll Achieve.
delivers excellence, empathy, and impact; key KPIs and growth goals; measurable outcomes that empower families navigating complex healthcare challenges; response times; satisfaction scores; family retention metrics; improve family outcomes; stronger training outcomes
Industry & Context.
solve challenges with creativity
Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.
What They're Looking For.
Must Have
3+ years of leadership experience in consulting, operations, startups, strategic initiatives, or similar verticals, Bachelor's or Associate's Degree in a relevant field, Experience with CRM systems, support platforms, and data reporting tools
Nice to Have
Experience managing offshore or remote teams is preferred, A background in healthcare is preferred
What You'll Do.
Manage and grow a team of Care Operations Associates
Family Associates and Care Coordinators
Ensure every interaction delivers excellence
Responsible for key KPIs and growth goals
and driving measurable outcomes
and hire a high-performing team focused on delivering an unparalleled family care experience
values-driven culture centered on empathy
and continuous growth
Own the end-to-end design
and optimization of care support workflows
Set and track key performance indicators (KPIs) including response times
and family retention metrics
Partner closely with Clinical
and Product teams to streamline processes and ensure family needs are met efficiently and with care
Work with educators to ensure the training process is seamless and supportive
Leveraging data and qualitative insights to drive innovation
improve family outcomes
and continuously evolve systems for scalability and stronger training outcomes
How You'll Work.
Team & Collaboration
Cross-Functional Collaboration; Partner closely with Clinical, Technology, and Product teams to streamline processes and ensure family needs are met efficiently and with care; Work with educators to ensure the training process is seamless and supportive
Process & Methodology
program management
Full Job Description
About Abby Care Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home. Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide. We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country. THE ROLE We are seeking a dynamic and compassionate individual to join us as a Care Experience Manager. This role will report into the General Manager of Indiana. This is a Full-Time Hybrid position based in Indianapolis, IN. This is not a typical support role—it is a leadership position that blends operational oversight, team development, cross-functional collaboration, and a relentless focus on the family journey. You will manage and grow a team of Care Operations Associates, Family Associates and Care Coordinators, ensuring every interaction delivers excellence, empathy, and impact. You’ll be responsible for key KPIs and growth goals, shaping systems, scaling processes, and driving measurable outcomes that empower families navigating complex healthcare challenges. The Requirements: - 3+ years of leadership experience in consulting, operations, startups, strategic initiatives, or similar verticals - Bachelor's or Associate's Degree in a relevant field - Experience with CRM systems, support platforms, and data reporting tools - Experience managing offshore or remote teams is preferred - A background in healthcare is preferred Key Responsibil
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