Manager leading process innovation initiatives for Customer Solutions at Asurion. Driving operational improvements and collaborating with cross - functional teams to enhance efficiency.
About the role
- Care Experience Manager at Abby Care managing and growing teams supporting family caregivers navigating healthcare. Leading initiatives to improve operational efficiency and family outcomes.
Responsibilities
- Lead, mentor, and hire a high-performing team focused on delivering an unparalleled family care experience.
- 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.
- Partner closely with Clinical, Technology, and Product teams to streamline processes and ensure family needs are met efficiently and with care.
- Leverage data and qualitative insights to identify areas for innovation and growth.
- Act as a key advocate for families, ensuring their voices are integrated into product development, operational improvements, and organizational strategy.
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*
Benefits
- Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – 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. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through 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. We provide paid leave, so you can focus on bonding and adjusting to life as your family grows.
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