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.

As Abby Care continues to grow, we're looking for a Care Operations Lead to help scale and strengthen our Care Operations organization by leading a high-performing team and driving operational excellence. This is a hands-on leadership role for someone who enjoys coaching and developing people while improving processes that enhance both team performance and the family experience. You'll oversee daily operations, partner cross-functionally to remove operational roadblocks, and lead initiatives that improve efficiency, quality, and scalability. If you're a collaborative leader who thrives in a fast-paced environment and enjoys solving complex operational challenges, we'd love to hear from you. This is a Full-Time Remote opportunity supporting U.S. Eastern Time business hours.

Lead and Develop a High-Performing Team Lead, coach, and develop a team of Care Operations Associates. Conduct regular one-on-one meetings, coaching sessions, performance reviews, and career development conversations. Foster a culture of accountability, ownership, collaboration, and continuous learning. Support the onboarding and training of new team members. Mentor employees through challenging customer situations and operational escalations. Drive Operational Excellence Oversee daily operations to ensure KPIs, SLAs, and quality standards are consistently achieved. Monitor team performance and identify opportunities to improve productivity, efficiency, and service quality. Develop, maintain, and refine SOPs, workflows, and operational documentation. Balance operational efficiency while maintaining an exceptional experience for families. Manage Team Performance Track and analyze operational metrics, productivity, quality, and customer satisfaction. Hold team members accountable to performance expectations through regular coaching and feedback. Develop performance improvement plans when needed. Recognize and reinforce high performance across the team. Collaborate Across the Organization Partner closely with Clinical, Family Care, Scheduling, Credentialing, Product, and Operations teams. Escalate operational risks and drive timely resolutions. Communicate operational updates, insights, and recommendations to leadership. Serve as a key liaison across departments to ensure alignment and execution. Lead Continuous Improvement Identify opportunities to improve internal workflows and the overall family experience. Lead operational improvement initiatives from planning through implementation. Leverage data, team feedback, and operational insights to optimize processes. Champion change management as Abby Care continues to scale.     What Success Looks Like Builds a high-performing,