Care Operations Lead

About the role

Abby Care is on the lookout for a dynamic leader to join its Care Operations team as it continues to grow. This position focuses on enhancing the operational framework and ensuring that the team delivers exceptional care experiences for families. You will be responsible for managing daily operations, addressing challenges, and spearheading initiatives aimed at increasing efficiency and quality in service delivery.

Key facts

What you'll do

• Lead and nurture a team of Care Operations Associates through ongoing coaching, performance evaluations, and career development discussions.
• Foster a team environment that emphasizes accountability, ownership, collaboration, and a commitment to continuous improvement.
• Assist in the onboarding and training processes for new hires to ensure they are well-prepared for their roles.
• Provide guidance to team members during challenging customer interactions and operational issues.
• Supervise daily operations to guarantee that key performance indicators (KPIs), service level agreements (SLAs), and quality benchmarks are consistently achieved.
• Analyze team performance to pinpoint areas for enhancing productivity, efficiency, and service quality.
• Develop and revise standard operating procedures (SOPs), workflows, and other operational documentation to reflect best practices.
• Monitor and evaluate operational metrics, productivity levels, quality standards, and customer satisfaction scores.
• Ensure team members are held accountable for their performance through regular feedback and coaching sessions.
• Create performance improvement plans when necessary to support team members in achieving their goals.
• Acknowledge and reward outstanding performance within the team to promote a positive work culture.
• Collaborate with various departments, including Clinical, Family Care, Scheduling, Credentialing, Product, and other Operations teams, to ensure cohesive operations.
• Identify and escalate operational risks while working towards effective solutions in a timely manner.
• Provide leadership with operational updates, insights, and strategic recommendations.
• Act as a vital connector between departments to ensure alignment and effective execution of initiatives.
• Seek opportunities to enhance internal workflows and improve the overall experience for families receiving care.
• Lead initiatives aimed at operational improvements from the planning stage through to successful implementation.
• data, team feedback, and operational insights to refine and optimize processes.
• Advocate for change management practices as Abby Care continues to evolve and expand.

Requirements

• A minimum of 3 years of experience in leading teams within Care Operations, Customer Operations, Customer Success, Contact Centers, Healthcare Operations, or similar fields.
• Proven track record in managing KPIs, SLAs, and various operational performance metrics effectively.
• Experience in coaching, mentoring, and developing team members to enhance their skills and performance.
• Familiarity with conducting performance management discussions and supporting employee development.
• Ability to thrive in fast-paced, dynamic environments with multiple competing priorities.
• Strong leadership capabilities with a focus on developing people.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional verbal and written communication abilities.
• Capacity to prioritize and manage several initiatives at once effectively.
• Strong organizational skills with a keen eye for detail.
• A proactive approach to identifying potential issues before they escalate into operational risks.
• Comfortable working in ambiguous situations while driving accountability and achieving results.
• A collaborative leadership style that fosters trust across teams and departments.

Nice to have

• Background in healthcare operations, care coordination, customer success, or family support roles.
• Experience in high-growth startups or organizations that are rapidly scaling.
• Skills in developing SOPs, training materials, and operational documentation.
• Experience in leading initiatives aimed at operational improvement.
• Familiarity with CRM systems, operational dashboards, and reporting tools.
• Experience managing distributed or remote teams effectively.

Skills & tools

• Proficiency in CRM platforms
• Experience with operational dashboards
• Familiarity with reporting tools

Practical notes

• This position is remote and requires availability during U.S. Eastern Time business hours.
• Benefits include 15 days of paid time off, 10 paid U.S. company holidays, and a company-issued laptop.
• Employment is contingent upon a background check, satisfactory references, and necessary documentation.
• Abby Care may automated decision-making tools for initial candidate screening; however, all final hiring decisions will involve human evaluation.