Care Operations Lead

🕒 Agosto 5

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Abby Care

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏥 Saúde

📦 Logística

💼 Consultoria

Healthcare • Logistics • Consulting

A Abby Care é um serviço que ajuda famílias a serem remuneradas por fornecerem cuidados domiciliares a entes queridos com deficiências ou necessidades especiais. A organização oferece treinamento e certificação gratuita para cuidadores familiares, gerencia contratações e folha de pagamento, orienta em relação à papelada do Medicaid e de seguros para garantir o pagamento, além de proporcionar uma plataforma desenvolvida para esse fim, suporte clínico e recursos comunitários. A Abby Care opera em vários estados dos EUA e se concentra em possibilitar o cuidado familiar de alta qualidade e remunerado, por meio de parcerias com seguradoras e programas Medicaid.

Descrição

• Lead, coach, and develop a team of Care Operations Associates • Conduct one-on-one meetings, coaching sessions, performance reviews, and career development conversations • Foster accountability, ownership, collaboration, and continuous learning • Support onboarding and training of new team members • Mentor employees through challenging customer situations and operational escalations • Oversee daily operations to achieve KPIs, SLAs, and quality standards • Monitor team performance and improve productivity, efficiency, and service quality • Develop and refine SOPs, workflows, and operational documentation • Track and analyze operational metrics, productivity, quality, and customer satisfaction • Manage performance expectations through coaching, feedback, and performance improvement plans • Partner 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 • Lead operational improvement initiatives from planning through implementation • Use data, team feedback, and operational insights to optimize processes • Champion change management as the organization scales

🎯 Requisitos

• 3+ years of experience leading teams in Care Operations, Customer Operations, Customer Success, Contact Centers, Healthcare Operations, or similar operational environments • Proven experience managing KPIs, SLAs, and operational performance metrics • Experience coaching, mentoring, and developing employees • Experience leading performance management conversations and supporting employee growth • Experience working in fast-paced, evolving environments with competing priorities • Preferred: experience in healthcare operations, care coordination, customer success, or family support • Preferred: experience in high-growth startups or rapidly scaling organizations • Preferred: experience developing SOPs, training materials, and operational documentation • Preferred: experience leading operational improvement initiatives • Preferred: familiarity with CRM platforms, operational dashboards, and reporting tools • Preferred: experience leading distributed or remote teams • 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 and exceptional attention to detail • Proactive approach to identifying operational risks • Ability to navigate ambiguity while driving accountability and results • Collaborative leadership and cross-department trust building • Employment contingent upon successful completion of a background check, satisfactory references, and any required documentation • Availability to support U.S. Eastern Time business hours

🏖️ Benefícios

• Competitive compensation packages • Annual company performance bonus for global team members • 15 days of paid time off • 10 paid company US holidays • Growth opportunities and leadership development