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 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.

• 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

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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 - 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.

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  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.