Senior Care Experience Lead

About Empathy

Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

The Care Team:

The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families. We’re looking for an experienced leader of leaders with a blend of strategic vision and empathetic guidance, ready to empower a team of professionals and leaders. You will cultivate a culture of collaboration, open communication, and lifelong learning, while also steering operational growth through collaboration with our operations team. A key aspect of your leadership will be balancing empathy and accountability, using data to guide decisions and building an environment where leaders feel informed, supported, and responsible for results.

About the Role:

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 hold the team accountable for outcomes, ensuring our high standards of quality and care are upheld and continue to evolve, provide ongoing coaching to your team and peers, supporting a culture of feedback and growth, and monitor all relevant metrics including volume, response times, and quality metrics to inform where professional development is needed and support staffing decisions to ensure an optimal team and user experience.

• 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.

Required:

• 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.

Preferred:

• 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.

The salary for this position is approximately $80,000 base salary plus equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!

Empathy is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran’s status (including protected veterans, as may be required by federal law), sexual orientation or any other category protected by law. We celebrate all backgrounds and attributes that continue to help make our team impactful, iterative, adaptable, and effective.