[Hiring] Senior Care Experience Lead @Empathy

Role Description

In the role of Senior Care Experience Lead you will directly lead the team of managers supporting our front-line team providing omnichannel support to families navigating life’s most challenging moments. You are accountable for the performance, quality, and evolution of the Care Experience function.

In this role you will:

• Lead and inspire Care Team Leads, holding them accountable for team performance while actively developing their leadership capabilities and decision-making autonomy.
• Clearly articulate objectives and priorities that align with company goals and operational needs to your team and stakeholders.
• Approach leadership with curiosity and vulnerability, creating a foundation of trust that encourages open communication and mutual respect within the team.
• Own performance metrics across the Care Experience team, proactively identifying trends, risks, and opportunities to improve quality, efficiency, and team health.
• Cultivate a learning environment in partnership with the Training and Development Lead, supporting the team's continuous growth.
• Lead change management strategy for the Care Experience organization, ensuring leaders and front-line team members are informed, prepared, and supported through operational, product, and structural changes.
• Own the refinement and enforcement of care quality standards, ensuring consistency, scalability, and operational excellence, especially during high growth periods.
• Promote collaboration and ensure equitable opportunities for team members to contribute to cross-functional and Care Team initiatives.
• Identify and implement operational improvements that increase team productivity and reduce friction in workflows.
• Support and enhance communication channels that gather and incorporate feedback from the Care Team, informing improvements in operations and product offerings.
• Regularly review and understand care team workflows and user interactions to maintain an in-depth understanding of the Care Team and user experiences.
• Uphold and promote the company's values, including its commitment to diversity, equity, and inclusion.

Qualifications

• Minimum of 3 years of progressive leadership experience, including experience leading people leaders or managing multi-layered teams.
• Exceptional communication skills, capable of engaging effectively across all organizational levels.
• Competency in data analysis and reporting, with proficiency in relevant tools and software. Familiarity with tools like Slack, Zoom, Google Suite, Zendesk, and others is advantageous.
• Demonstrated ability to establish clear performance standards, provide impactful feedback, and facilitate professional growth to optimize team performance.
• Experience leading teams through change while maintaining clarity, engagement, and performance stability.
• Thrives in dynamic and continually evolving environments, adept at managing multiple priorities and adapting to change.
• Proven capability to lead and manage remote teams effectively.

Requirements

• Background in startup environments, with an appreciation for the unique challenges and opportunities they present.
• Experience in care provision or leading care teams, with a strong understanding of user and team dynamics within a care setting. Additional experience in areas related to loss or grief support would be beneficial.
• Professional fluency in Spanish.

Benefits

• Approximately $80,000 base salary plus equity and full benefits package.
• Comprehensive benefits both in and out of the office, including premium healthcare.
• Comprehensive paid time off and flexible parental leave.
• Bereavement care includes premium access to the Empathy platform and support for employees and their families.
• Financial wellness support with a company-sponsored 401(k) plan and up to a 4% employer match.
• Competitive stock options.
• Annual retreats, team lunches for our NYC office, and a remote employee stipend.