Care Experience Manager

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 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. 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: 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. Requirements 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. Benefits Competitive compensation packages that reflect the value you bring. 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. Full‑time employees can connect, collaborate, and enjoy 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. Equal Opportunity Statement 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. #J-18808-Ljbffr