Care Operations Manager

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

We are looking for a strategic, data-driven, and highly organized individual to join us as a Care Operations Manager. This role will report into the General Manager of Massachusetts. This is a Full-Time Hybrid position based in Boston, Massachusetts. In this role you will own the systems, people, and processes behind every step of the care journey from documentation and onboarding to scheduling and ongoing service coordination. You will manage a diverse, cross-functional, international team across operational specialties, drive operational efficiency, and directly influence our ability to retain and support families over time.

The Requirements:

• Bachelor's or Associate's Degree in a related field

• 5+ years of operations or care delivery leadership experience

• Proven track record managing both local and international teams

• Strong analytical and reporting skills

• Ability to work hybrid out of our Boston, MA office

• A background in healthcare or familiarity with Medicaid-based programs is preferred

Key Responsibilities:

• Care Delivery Oversight - Lead the day-to-day execution of Abby Care’s care delivery engine. You’ll oversee onboarding, HR coordination, documentation, scheduling, and service support. You’ll be responsible for ensuring that every part of the care journey runs smoothly and consistently, building trust with families and enabling clinicians to focus on care.

• Team Leadership - Manage a high-performing team across multiple care operations functions both U.S.-based and international. You’ll be responsible for hiring, training, and retaining top talent, while fostering a culture of urgency, compassion, and accountability. Your leadership will shape not only outcomes but the team’s development and cohesion.

• Data & Metrics Management - Establish and track operational KPIs that allow us to monitor performance at every stage from onboarding timelines to family retention. Your data insights will guide consistent operational improvements, strategic decisions and help identify and address inefficiencies before they become blockers.

• Process Design & Scalability - Create and refine SOPs, implement workflow automation, and optimize handoffs between teams to reduce delays and increase throughput. Your infrastructure will serve as the operational backbone as we expand into new cities and care models.

• Cross-Functional Collaboration - You will work closely with Clinical, Care Experience, Technology, Product, and Compliance teams to ensure end-to-end alignment and success. From feature requests to operational launches, you’ll help orchestrate the internal coordination needed to deliver exceptional care at scale.

• Compliance & Quality Control -You’ll own HIPAA and Medicaid compliance across operations, as well as internal documentation standards. This includes supporting audits, refining QA processes, and ensuring operational integrity is maintained across every touchpoint.

BENEFITS:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – full-time employees are eligible for an annual company performance bonus.

• Comprehensive health coverage that works for you. Choose from high-quality medical dental and vision options, including a $0 deductible PPO and a company-funded HSA, alongside employer-paid life and disability insurance.

• Generous paid time off. We provide policies that allow you to recharge along with 10 paid company holidays.

• Financial savings benefits to support your future. We support your financial well-being with HSA contributions, optional FSA and commuter benefits, and full coverage of all 401(k) account fees (employer match not currently offered).

• Paid parental leave to support your growing family. We provide paid leave, so you can focus on bonding and adjusting to life as your family grows.

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?”

2. 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.

3. 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.

4. 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.

5. 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.