Care Operations Lead

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Abby Care

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

👥 B2C

Healthcare Insurance • B2C

Abby Care is a service that helps families get paid for providing in-home care to loved ones with disabilities or special needs. The organization trains and certifies family caregivers at no cost, manages hiring and payroll, navigates Medicaid and insurance paperwork to secure payment, and provides a purpose-built platform, clinical support, and community resources. Abby Care operates in multiple U. S. states and focuses on enabling high-quality, compensated family caregiving through partnerships with insurers and Medicaid programs.

📋 Description

• Lead, coach, and develop a high-performing Care Operations team. • Conduct regular 1:1s, performance reviews, coaching sessions, and feedback conversations. • Foster a culture of accountability, ownership, and continuous learning. • Support onboarding and training of new team members. • Mentor employees through challenging customer situations and escalations. • Monitor daily operations to ensure KPIs, SLAs, and quality standards are consistently achieved. • Identify workflow bottlenecks and proactively implement process improvements. • Create and refine SOPs, documentation, and operational playbooks. • Analyze operational metrics to improve efficiency and team performance. • Drive operational consistency while balancing speed and quality. • Track team productivity, quality, customer satisfaction, and operational metrics. • Hold team members accountable to performance expectations. • Develop action plans to improve underperformance. • Recognize and reinforce high performance across the team. • Partner closely with Clinical, Family Care, Scheduling, Credentialing, Product, and Operations teams. • Escalate operational risks while driving timely resolutions. • Communicate process updates and operational insights to leadership. • Serve as a key point of coordination across multiple departments. • Proactively identify opportunities to improve customer experience and internal operations. • Lead operational improvement initiatives from ideation through implementation. • Leverage data and team feedback to optimize workflows. • Champion change management as Abby Care continues to scale.

🎯 Requirements

• 3+ years of experience leading customer operations, care operations, customer success, contact center, or similar operational teams. • Experience managing team KPIs and performance metrics. • Proven experience coaching, mentoring, and developing employees. • Strong analytical and problem-solving skills. • Excellent verbal and written English communication skills. • Ability to manage multiple priorities in a fast-paced, constantly evolving environment. • Comfortable making decisions with limited direction while maintaining accountability. • Experience in healthcare operations, care coordination, customer success, or family support. • Experience working in high-growth startups. • Experience creating SOPs, training materials, or operational documentation. • Experience leading process improvement initiatives. • Familiarity with CRM platforms, operational dashboards, and reporting tools. • Experience leading remote teams.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities