Care Operations Associate (Level 2)

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.

The Opportunity

As Abby Care continues to grow, we're looking for a Care Operations Associate to help scale and strengthen our Care Operations organization by being in a high-performing team and driving operational excellence.

This is a hands-on role for someone who enjoys coaching and developing people while improving processes that enhance both team performance and the family experience. You'll oversee daily operations, partner cross-functionally to remove operational roadblocks, and lead initiatives that improve efficiency, quality, and scalability.

If you're a collaborative leader who thrives in a fast-paced environment and enjoys solving complex operational challenges, we'd love to hear from you.

This is a Full-Time Remote opportunity supporting U.S. Eastern Time business hours.

WHAT YOU'LL WORK ON

DEVELOP A HIGH-PERFORMING TEAM

• Help develop a team of Care Operations Associates.
• Conduct regular one-on-one meetings, coaching sessions, performance reviews, and career development conversations.
• Foster a culture of accountability, ownership, collaboration, and continuous learning.
• Support the onboarding and training of new team members.
• Mentor employees through challenging customer situations and operational escalations.

DRIVE OPERATIONAL EXCELLENCE

• Oversee daily operations to ensure KPIs, SLAs, and quality standards are consistently achieved.
• Monitor team performance and identify opportunities to improve productivity, efficiency, and service quality.
• Develop, maintain, and refine SOPs, workflows, and operational documentation.
• Balance operational efficiency while maintaining an exceptional experience for families.

MANAGE TEAM PERFORMANCE

• Track and analyze operational metrics, productivity, quality, and customer satisfaction.
• Hold team members accountable to performance expectations through regular coaching and feedback.
• Develop performance improvement plans when needed.
• Recognize and reinforce high performance across the team.

COLLABORATE ACROSS THE ORGANIZATION

• Partner closely 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.
• Serve as a key liaison across departments to ensure alignment and execution.

LEAD CONTINUOUS IMPROVEMENT

• Identify opportunities to improve internal workflows and the overall family experience.
• Lead operational improvement initiatives from planning through implementation.
• Leverage data, team feedback, and operational insights to optimize processes.
• Champion change management as Abby Care continues to scale.

WHAT SUCCESS LOOKS LIKE

• Builds a high-performing, engaged, and accountable Care Operations team.
• Consistently achieves or exceeds team KPIs, SLAs, and quality standards.
• Implements measurable process improvements that increase efficiency and scalability.
• Develops strong cross-functional partnerships that improve operational execution.
• Creates a culture of continuous improvement, coaching, and operational excellence.
• Becomes a trusted leader who empowers the team while delivering outstanding results for families.

WHAT YOU'LL HAVE

EXPERIENCE

• 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 QUALIFICATIONS

• 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 & COMPETENCIES

• 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.

BENEFITS:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.
• Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.
• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

OUR VALUES

1. Families First

Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?”

1. Urgency with Precision

Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand.

1. Relentlessly Resourceful

As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity.

1. Purpose with Positivity

We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve.

1. Driven to Redefine What’s Possible

We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care.

Automated Decision Tools

Abby Care may use automated decision tools to help match and rank candidate work experience, education and skills found in online profiles, resumes and job applications against job requirements. We believe that these tools help ensure objective, data-based decisions during the hiring process, however, all Abby Care hiring decisions involve final human review and input. If you have questions or would like to request an alternative process, contact talent@abbycare.org.