Care Operations Lead

🕒 August 5

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Abby Care

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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