Care Operations Lead

About Abby Care: Powering the future of care at home for all of America. Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve. We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system. Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively. We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future. Join us in solving one of the most important challenges of our time. The Role The Care Operations Lead is responsible for leading a team of Care Operations Associates while ensuring operational excellence across daily workflows. This is a hands-on leadership role for someone who enjoys coaching people, improving processes, and solving problems before they become roadblocks. You'll partner closely with cross-functional teams to ensure families receive an exceptional experience while driving team performance, accountability, and continuous improvement. Beyond managing day-to-day operations, you'll proactively identify inefficiencies, recommend scalable solutions, and help shape the future of our Care Operations organization. Key Responsibilities Team Leadership & Coaching Lead, coach, and develop a high-performing Care Operations team. Conduct regular 1:1s, performance reviews, coaching sessions, and feedback conversations. Foster a culture of accountability, ownership, and continuous learning. Support onboarding and training of new team members. Mentor employees through challenging customer situations and escalations. Operational Excellence Monitor daily operations to ensure KPIs, SLAs, and quality standards are consistently achieved. Identify workflow bottlenecks and proactively implement process improvements. Create and refine SOPs, documentation, and operational playbooks. Analyze operational metrics to improve efficiency and team performance. Drive operational consistency while balancing speed and quality. Performance Management Track team productivity, quality, customer satisfaction, and operational metrics. Hold team members accountable to performance expectations. Develop action plans to improve underperformance. Recognize and reinforce high performance across the team. Cross-Functional Collaboration Partner closely with Clinical, Family Care, Scheduling, Credentialing, Product, and Operations teams. Escalate operational risks while driving timely resolutions. Communicate process updates and operational insights to leadership. Serve as a key point of coordination across multiple departments. Continuous Improvement Proactively identify opportunities to improve customer experience and internal operations. Lead operational improvement initiatives from ideation through implementation. Leverage data and team feedback to optimize workflows. Champion change management as Abby Care continues to scale. Qualifications Required 3+ years of experience leading customer operations, care operations, customer success, contact center, or similar operational teams. Experience managing team KPIs and performance metrics. Proven experience coaching, mentoring, and developing employees. Strong analytical and problem-solving skills. Excellent verbal and written English communication skills. Ability to manage multiple priorities in a fast-paced, constantly evolving environment. Comfortable making decisions with limited direction while maintaining accountability. Preferred Experience in healthcare operations, care coordination, customer success, or family support. Experience working in high-growth startups. Experience creating SOPs, training materials, or operational documentation. Experience leading process improvement initiatives. Familiarity with CRM platforms, operational dashboards, and reporting tools. Experience leading remote teams. What We're Looking For We're looking for a leader who doesn't simply manage work—they improve it. The ideal candidate: Thinks proactively and identifies problems before they're escalated. Coaches others to succeed rather than simply directing work. Holds people accountable while maintaining empathy and respect. Is comfortable navigating ambiguity and change. Naturally looks for opportunities to improve systems, workflows, and customer experience. Takes ownership of outcomes and drives solutions across teams. Thrives in fast-paced, high-growth environments where adaptability is essential. Success in This Role Within your first few months, you will: Build trust with your team through consistent coaching and support. Improve operational efficiency through measurable process improvements. Consistently achieve or exceed team KPIs and service levels. Help scale operational processes that support Abby Care's continued growth. Be recognized as a trusted leader who empowers teams while delivering outstanding results. Our Values Families First Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?” Urgency with Precision Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand . Relentlessly Resourceful As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity. Purpose with Positivity We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve. Driven to Redefine What’s Possible We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.