Manager, Caregiver Engagement Operations

About the role

The Caregiver Engagement Operations Manager at Imagine Pediatrics is responsible for designing, executing, and continuously improving the caregiver experience across the organization. This role is accountable for Net Promoter Score (NPS) and ensures every interaction reflects the needs, realities, and priorities of families served.

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 (calls, surveys, PFAC, support groups)
• Turn insights into clear operational changes, standards, and workflows
• Partner with clinical, operations, and product teams to implement changes
• 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

Qualifications

• Passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve

Skills

• Strong communication and interpersonal skills
• Ability to work collaboratively with cross-functional teams
• Excellent problem-solving and analytical skills
• Strong project management and organizational skills

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

What We Offer

• Additional benefits to be detailed in offer