Care Experience Manager

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 Massachusetts. This is a Full-Time Hybrid position based in Boston, MA. In this role you will manage and grow a team of Family Associates and Coordinators, ensuring every interaction delivers excellence, empathy, and impact. You’ll be responsible for shaping systems, scaling support processes, and driving measurable outcomes that empower families navigating complex healthcare challenges.

The 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

Key Responsibilities:

• 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.
• 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.
• 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.
• Continuous Improvement - Leverage data and qualitative insights to identify areas for innovation and growth. Continuously iterate on systems to improve family outcomes, operational scalability, and training pass rates.
• Family Advocacy & Empowerment - Act as a key advocate for families, ensuring their voices are integrated into product development, operational improvements, and organizational strategy. Guide Family Associates in developing strategies to empower families through education, skill-building, and access to local support networks.

Our Values

1. Families FirstRedefining 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?”
   
   
2. Urgency with PrecisionMillions 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.
   
   
3. 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.
   
   
4. 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.
   
   
5. 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. 

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.

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.