Care Operations Lead

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.

• 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.

• 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.

We're looking for a leader who doesn't simply manage work—they improve it.

The ideal candidate:

• Thinks proactively and identifies problems before they're escalated.

• Coaches others to succeed rather than simply directing work.

• Holds people accountable while maintaining empathy and respect.

• Is comfortable navigating ambiguity and change.

• Naturally looks for opportunities to improve systems, workflows, and customer experience.

• Takes ownership of outcomes and drives solutions across teams.

• Thrives in fast-paced, high-growth environments where adaptability is essential.

Within your first few months, you will:

• Build trust with your team through consistent coaching and support.

• Improve operational efficiency through measurable process improvements.

• Consistently achieve or exceed team KPIs and service levels.

• Help scale operational processes that support Abby Care's continued growth.

• Be recognized as a trusted leader who empowers teams while delivering outstanding results.