abby-care27d ago

Care Experience Manager

United States·Indianapolis,Indianapolisfull-timemid

OtherManager

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Quick Summary

Overview

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.

Key Responsibilities

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.

Technical Tools

project-management

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

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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

Responsibilities

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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.

What We Offer

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✓Relentlessly ResourcefulAs 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.

✓Purpose with PositivityWe 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.

✓Driven to Redefine What’s PossibleWe are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.