Care Experience Manager

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.

• 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

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  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.

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  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.

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  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.

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  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.