Care Operations Lead

About the role

Abby Care is expanding its Care Operations team and seeks a leader to enhance its operational framework. This role involves guiding a team and refining processes to improve both team output and the experience for families receiving care. You will manage daily operations, remove obstacles, and lead initiatives to boost efficiency and quality.

Key facts

What you'll do

• Guide and develop a team of Care Operations Associates through regular coaching, performance reviews, and career discussions.
• Cultivate a team culture that values accountability, ownership, collaboration, and continuous learning.
• Support the onboarding and training of new team members.
• Mentor employees through difficult customer situations and operational escalations.
• Oversee daily operations to ensure key performance indicators (KPIs), service level agreements (SLAs), and quality standards are consistently met.
• Monitor team performance to identify opportunities for improving productivity, efficiency, and service quality.
• Create and update standard operating procedures (SOPs), workflows, and operational documentation.
• Track and analyze operational metrics, productivity, quality, and customer satisfaction.
• Hold team members accountable to performance expectations through consistent feedback and coaching.
• Develop performance improvement plans when necessary.
• Recognize and reward high performance within the team.
• Collaborate with Clinical, Family Care, Scheduling, Credentialing, Product, and other Operations teams.
• Escalate operational risks and work towards timely solutions.
• Provide operational updates, insights, and recommendations to leadership.
• Serve as a key link between departments to ensure alignment and execution.
• Identify opportunities to improve internal workflows and the overall family experience.
• Lead operational improvement initiatives from planning through implementation.
• Use data, team feedback, and operational insights to optimize processes.
• Champion change management as Abby Care grows.

Requirements

• 3 or more years of experience leading teams in Care Operations, Customer Operations, Customer Success, Contact Centers, Healthcare Operations, or similar operational settings.
• Demonstrated experience managing KPIs, SLAs, and other operational performance metrics.
• Experience coaching, mentoring, and developing employees.
• Experience conducting performance management conversations and supporting employee growth.
• Experience working in fast-paced, evolving environments with competing priorities.
• Strong leadership and people development skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Outstanding verbal and written communication skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Strong organizational skills with exceptional attention to detail.
• Proactive mindset with the ability to identify problems before they become operational risks.
• Comfortable navigating ambiguity while driving accountability and results.
• Collaborative leader who builds trust across teams and departments.

Nice to have

• Experience in healthcare operations, care coordination, customer success, or family support.
• Experience working in high-growth startups or rapidly scaling organizations.
• Experience developing SOPs, training materials, and operational documentation.
• Experience leading operational improvement initiatives.
• Familiarity with CRM platforms, operational dashboards, and reporting tools.
• Experience leading distributed or remote teams.

Skills & tools

• CRM platforms
• Operational dashboards
• Reporting tools

Practical notes

• This is a remote role requiring support for 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 subject to a background check, satisfactory references, and required documentation.
• Abby Care may use automated decision tools for initial candidate matching; all final hiring decisions involve human review.