Senior Manager - Platform and Strategic Operations

About the role

This role involves shaping the operational foundation for abby-care's expansion. You will define and scale the systems, workflows, and operational models that underpin onboarding, support, care delivery, and new market launches. This is a senior position requiring ownership over critical operational infrastructure.

Key facts

What you'll do

• Manage and expand the operational tooling stack for support, onboarding, and post-sale processes, including setting future roadmaps.
• Direct the creation of workflow automations and internal operational tools, deciding what to automate, standardize, or redesign.
• Collaborate with BizApps and Engineering to strengthen cross-system workflows and operational reliability.
• Establish systems to monitor operational bottlenecks, workflow failures, and support trends, then act on the insights gained.
• Lead operational discovery with Product and Operations to identify friction and workflow gaps hindering scalability.
• Translate real-world workflows into scalable processes, tooling specifications, and automation opportunities.
• Conduct "ground truth" operational research across teams and markets to understand actual work execution.
• Design and lead pilot programs to validate new operating models before wider implementation.
• Oversee launch readiness and operationalization for new markets, service lines, and operational initiatives.
• Lead high-priority, cross-functional programs involving Operations, Product, Analytics, and Care Delivery.
• Develop scalable playbooks and workflows for emerging initiatives.
• Drive AI-focused operational initiatives and automation across the company.
• Establish documentation, training, and knowledge systems to ensure operational consistency as the organization grows.
• Develop scalable operational processes for various markets and service lines.
• Mentor and guide operators across the team, elevating the standard of operational work.
• Continuously reduce manual tasks and improve execution through enhanced systems and process design.

Requirements

• 10+ years in Strategy & Operations, BizOps, Product Ops, Platform Ops, or similar cross-functional roles, with experience owning operational initiatives end-to-end.
• Proven history of implementing and scaling operational systems and tooling, not just using them.
• Experience designing workflow automations and operational processes that remain effective as an organization grows.
• Demonstrated effectiveness in ambiguous, fast-moving environments, comfortable being accountable for outcomes.
• Strong systems thinking ability, focused on redesigning work processes rather than just documenting them.
• Ability to move fluidly between strategic problem-solving and hands-on execution.
• Skill in navigating complex, real-world workflows and transforming them into scalable processes.
• Excellent judgment in deciding when to automate, standardize, redesign, or leave processes as they are.
• Capability to lead cross-functional initiatives and align senior stakeholders across various departments.
• Clear communication skills, able to bridge technical and non-technical audiences and drive decisions.
• High ownership; capable of mentoring junior operators and setting functional standards.
• Experience managing or building a small team (if the role includes direct reports).
• Curious, pragmatic, and highly adaptable mindset.
• Energized by building in ambiguity and solving challenging operational problems.
• Deep interest in workflow design, automation, AI tooling, and operational scale.
• Ability to balance immediate execution with long-term infrastructure planning.

Nice to have

• Experience in healthcare or other regulated industries.

Skills & tools

• Operational tooling stack management
• Workflow automation design
• Internal operational tool development
• Cross-system workflow hardening
• Operational reliability
• Operational bottleneck visibility
• Workflow failure analysis
• Support trend analysis
• Operational discovery
• Process design
• Tooling requirements definition
• Automation opportunity identification
• Operational research
• Pilot program design
• Launch readiness
• Operationalization
• Program leadership
• Playbook development
• AI-forward operational initiatives
• Documentation systems
• Training systems
• Knowledge management systems

Practical notes

Abby-care offers competitive compensation, comprehensive health coverage (including a $0 deductible PPO and company-funded HSA), generous paid time off, 10 paid company holidays, financial savings benefits (HSA contributions, optional FSA, commuter benefits, 401(k) fee coverage), and paid parental leave. Employment is subject to a background check, satisfactory references, and required documentation. Automated decision tools may be used in the hiring process, but all final decisions involve human review.