Care Experience Manager

Job Description

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 Colorado. This is a Full-Time Hybrid position based in Denver, Colorado. In this role you are a program-building operator who will architect our entire post-onboarding family journey, transforming our current engagement model into a world-class success engine that drives retention and turns families into passionate advocates.

Key Responsibilities :

• Architect the playbook. Design our end-to-end Family Success model from the ground up, creating the playbooks, engagement tiers, and communication strategies that define our relationship with families.
• Coach the team. Lead, mentor, and upskill our offshore Care Associate team, transforming them from a reactive check-in function into a proactive, high-impact success unit.
• Own the outcomes. Establish, track, and report on core Family Success KPIs, including Family NPS and Net Revenue Retention, building the dashboards and processes to demonstrate ROI to leadership.
• Build the system. Develop and refine all operational processes, workflows, and escalation paths between the Family Success team and their Clinical (RN) counterparts to ensure a seamless family experience.
• Champion the family. Create robust feedback loops to systematically gather, analyze, and share family insights with our Clinical, Operations, and Leadership teams to drive continuous improvement across the company.

The Requirements :

Our Values

Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, "Would we want this for our own families?"

Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand .

As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity.

We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve.

We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.

Benefits :

This is a Full-Time role with an estimated $90,000-$110,000 base salary + annual bonus + benefits

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.