Manager, Caregiver Engagement Operations

About the role

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

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
• 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
• What You Bring & How You Qualify
• First and foremost , you're 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.
• 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
• What We Offer (Benefits + Perks)
• We provide these additional benefits and perks:
• 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
• What We Live By
• We're guided by our five core values:
• Our Values:
• Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
• Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
• Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
• One Team, Diverse Perspectives. We actively seek a range

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