Manager, Caregiver Engagement Operations
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Job Description
Manager leading caregiver engagement operations at Imagine Pediatrics. Responsible for ensuring quality caregiver experiences and driving operational improvements in pediatric health care.
Responsibilities:
- 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
- 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
Requirements:
- 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
Benefits:
- 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
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