Care Operations Associate (Level 2)

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.