Manager, Caregiver Engagement Operations

Who We Are

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.

What You’ll Do

The Caregiver Engagement Operations manager owns the design, execution, and continuous improvement of the caregiver experience across the organization. This role is accountable for Net Promoter Score (NPS) and ensures that every interaction reflects the needs, realities, and priorities of families we serve.

This leader deeply understands the lived experience of the caregiver and translates that insight into operational standards, drives consistency across the experience, and builds systems that earn trust at scale. They also lead our Patient Family Advocacy Council (PFAC) and peer-to-peer caregiver support programs to ensure the caregiver voice directly shapes how we operate. In this role, you will:

• 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