Manager, Caregiver Engagement Operations

What You’ll Do 

The Caregiver Engagement Operations manager owns the design, execution, and continuous improvement of the caregiver experience across the organization. This role is accountable for Net Promoter Score (NPS) and ensures that every interaction reflects the needs, realities, and priorities of families we serve.

This leader deeply understands the lived experience of the caregiver and translates that insight into operational standards, drives consistency across the experience, and builds systems that earn trust at scale. They also lead our Patient Family Advocacy Council (PFAC) and peer-to-peer caregiver support programs to ensure the caregiver voice directly shapes how we operate. In this role, you will:

• 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

What You Bring & How You Qualify 
First and foremost, you’re 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
  
  

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $75,000 - $110,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance 
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability 
• Life insurance at 1x annual salary 
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
• Paid new parent leave
• Additional benefits to be detailed in offer