Manager, Caregiver Engagement Operations

Imagine Pediatrics•United States (Remote), TX

20d•$75,000 - $110,000

About The Position

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group that is reimagining care for children with special healthcare needs. They deliver 24/7 virtual-first and in-home medical, behavioral, and social care, collaborating with families, providers, and health plans to overcome barriers to quality care. Their approach enhances existing care teams by providing an additional layer of support with compassion and creativity, focusing on children with medical complexity. The Caregiver Engagement Operations Manager is responsible for the design, execution, and ongoing improvement of the caregiver experience throughout the organization. This role is accountable for Net Promoter Score (NPS) and ensures that all interactions align with the needs, realities, and priorities of the families served. The manager will deeply understand the caregiver's lived experience, translating this insight into operational standards, driving consistency across the experience, and building scalable systems that foster trust. Additionally, this role will lead the Patient Family Advocacy Council (PFAC) and peer-to-peer caregiver support programs to ensure the caregiver's voice directly influences operational practices.

Requirements

Passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve.
3-5+ years of experience in operations, customer experience, or service delivery.
Experience working with Medicaid families and caregivers.
Proven track record of improving customer or patient experience metrics.
Experience building and scaling processes in a complex, cross-functional environment.
Strong ability to translate qualitative insight into operational change.
Experience working in healthcare or value-based care preferred.

Responsibilities

Own Caregiver Experience Outcomes: Accountable for NPS performance and trend improvement. Partner cross-functionally with SME leaders to define and operationalize the caregiver experience across the full journey. Identify gaps in experience and drive measurable improvements.
Translate Insight into Action: Collect and synthesize caregiver feedback across channels (calls, surveys, PFAC, support groups). Turn insights into clear operational changes, standards, and workflows. Partner with clinical, operations, and product teams to implement changes.
Drive Operational Consistency: Define “what good looks like” for key caregiver touchpoints. Build and maintain standard processes that reduce variability in experience. Monitor adherence and performance against experience standards.
Lead Caregiver Voice Programs: Own and evolve the Patient Family Advocacy Council (PFAC). Design and manage peer-to-peer caregiver support programs. Ensure caregiver voice is consistently represented in decision-making forums.
Enable Teams to Deliver: Partner with Learning & Development to embed experience standards into training. Reduce cognitive burden by simplifying workflows tied to caregiver interactions. Support teams with tools, guidance, and feedback loops.
Measure and Report: Track leading indicators tied to trust, engagement, and satisfaction. Communicate performance, insights, and actions to leadership.