Family Experience Lead

Boston, Massachusetts, United States · Service and Operations

Description

Work directly with our families to set them up for success. Build a care relationship that supports families with reliability and empathy, so they feel peace of mind about their care. Ensure children under care are safe, happy, and totally thriving.

RESPONSIBILITIES:

Manage and improve family experience and delight

- Measure satisfaction of families through regular care ratings checks

- Identify areas for improvement that systematically improve family experience

- Proactively implement systems & processes to improve experience

Ensure the highest possible quality of care

- Collect care ratings to gather direct feedback from families about their ongoing care

- Use insight from care ratings and other feedback to continually improve quality of care and family on boarding

- Create checklists and SOPs to ensure standardization of care across shares


Engage our families in a vibrant community
- Facilitate family circles and neighborhood groups

- Encourage and organize meetups for current families

- Incorporate delightful moments for milestones or holidays

- Coordinate with other teams to drive outreach through community events

Requirements

COMPETENCIES:

Breathes empathy and is motivated by making people happy

Acts with resolve and fortitude. Perseverance and resilience are a recurring personal theme

Follows through on commitments and is reliable above all

Sees themselves as part of a larger team and, more importantly, sees others as the team itself

Equally comfortable with qualitative and quantitative data

Carries themselves with decency, humility, and honesty

Excellent reasoning and judgment in taking action

Skillfully enables others to succeed, whether clearing the path or giving knowledge

Doesn’t freeze in the face of conflict; masterfully deescalates towards resolution

Childcare/Early Childhood Education knowledge a plus, but not required!

OUR COMPANY VALUES:

Heart For Children: We do what’s best for the child. That’s also what’s best for the parents, nannies, and our community.

Courage In Action: We do hard things with empathy. We take the hill. We own our work. We get it done.

Accelerate Together: We choose to accelerate. We champion growth. We empower others to do the same.

Benefits

Healthcare benefits

Vacation, sick, and holiday paid time off

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