Care Experience Manager

About Abby Care

At Abby Care, we aim to redefine care for the most vulnerable. We believe every family deserves dignified, accessible, and compassionate care. Backed by world-class investors and healthcare innovators, we are scaling a model that places families and their experiences at the center, breaking down barriers in the traditional healthcare system.

💻 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 Pennsylvania. This is a Full-Time Hybrid position based in Philadelphia, PA. 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.

Who We’re Looking For

• Leadership - 3+ years leading teams in healthcare, social services, or customer-focused settings. Skilled in coaching and scaling high-performing teams.
• Communication - Clear, professional communicator across verbal, written, and digital channels. Adept at simplifying complex topics and resolving concerns.
• Operations - Strong in process improvement and program management with a focus on efficient, human-centered care.
• Strategy & Execution - Big-picture thinker with a hands-on approach. Thrives in fast-paced, evolving environments.
• Empathy & Collaboration - Builds strong relationships with families, teams, and stakeholders through compassionate communication.
• Adaptability - Solutions-oriented and quick to pivot in the face of change or uncertainty.
• Tech Savvy - Comfortable with CRMs, support tools, and data platforms. Fast learner with new technologies.

Our Value Proposition to You

• Competitive salary and health, dental, and vision insurance
• 15 days PTO + 10 company holidays
• Paid team bonding events & wellness support
• Growth and leadership development opportunities
• A mission-driven team committed to transforming lives