Care Experience Manager

Abby Care•Indianapolis, IN

22d•Hybrid

About The Position

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. 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.

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

Nice To Haves

Experience managing offshore or remote teams is preferred
A background in healthcare is preferred

Responsibilities

Team Leadership & Development - Lead, mentor, and hire a high-performing team focused on delivering an unparalleled family care experience. Cultivate a strong, values-driven culture centered on empathy, accountability, and continuous growth.
Operational Excellence - Own the end-to-end design, implementation, and optimization of care support workflows. Set and track key performance indicators (KPIs) including response times, satisfaction scores, and family retention metrics.
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.
Continuous Improvement - Strong operational foundation in process development, program management, and efficiency optimization, leveraging data and qualitative insights to drive innovation, improve family outcomes, and continuously evolve systems for scalability and stronger training outcomes.

Benefits

Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – full-time employees are eligible for an annual company performance bonus.
Comprehensive health coverage that works for you. We cover 90% of your premiums and 70% for your dependents, with multiple PPO plan options to choose from for medical, vision, dental, life, and short-term disability.
Generous paid time off. We provide policies that allow you to recharge along with 10 paid company holidays.
Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
Financial savings benefits to support your future. We support your financial well-being with HSA contributions, optional FSA and commuter benefits, and full coverage of all 401(k) account fees (employer match not currently offered).
Paid parental leave to support your growing family. We provide paid leave, so you can focus on bonding and adjusting to life as your family grows.

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