Care Experience Manager
Abby Care
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • Pennsylvania • United States
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About the role
- Lead, mentor, and hire a high-performing team focused on delivering an unparalleled family care experience.
- 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.
- Partner closely with Clinical, Technology, and Product teams to streamline processes and ensure family needs are met efficiently and with care.
- Leverage data and qualitative insights to identify areas for innovation and growth.
- Act as a key advocate for families, ensuring their voices are integrated into product development, operational improvements, and organizational strategy.
Requirements
- 3+ years of leadership experience in customer support or similar customer-facing roles such as Customer Representative, Sales Representative, or Intake Coordination
- Bachelor's or Associate's Degree in a relevant field
- Experience managing offshore or remote teams is *preferred*
- A background in healthcare is *preferred*
- Bilingual in Spanish is *preferred*
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisworkflow optimizationkey performance indicatorscustomer support managementremote team management
Soft Skills
leadershipmentoringcommunicationadvocacycollaboration
Certifications
Bachelor's DegreeAssociate's Degree