Job Opportunities API

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 ROLE The Care Operations Lead is responsible for leading a team of Care Operations Associates while ensuring operational excellence across daily workflows. This is a hands-on leadership role for someone who enjoys coaching people, improving processes, and solving problems before they become roadblocks. You'll partner closely with cross-functional teams to ensure families receive an exceptional experience while driving team performance, accountability, and continuous improvement. Beyond managing day-to-day operations, you'll proactively identify inefficiencies, recommend scalable solutions, and help shape the future of our Care Operations organization. KEY RESPONSIBILITIES TEAM LEADERSHIP & COACHING - 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. OPERATIONAL EXCELLENCE - 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. PERFORMANCE MANAGEMENT - 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. CROSS-FUNCTIONAL COLLABORATION - 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. CONTINUOUS IMPROVEMENT - 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. QUALIFICATIONS REQUIRED - 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 c