Senior Manager - Platform and Strategic Operations

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

We're hiring a Senior Manager, Platform & Strategic Operations to design and scale the operational infrastructure behind AbbyCare's growth - the tooling, workflows, and operating models that carry onboarding, support, care delivery, and new-market launches as we expand.

This is a senior, high-ownership role at the intersection of Operations, Product, Systems, and Innovation. You'll own AbbyCare's platform operations end to end: setting the roadmap for operational tooling and automation, redesigning the workflows that break as we scale, and leading the cross-functional initiatives that operationalize new markets and service lines. You'll partner directly with Product, Engineering, Analytics, and Leadership - and you'll be the senior operator the organization turns to when a workflow, a launch, or a new operating model needs to actually work.

It's a role for someone who moves fluidly between strategy and execution, who has done this work before at scale, and who wants to own - not support - how a fast-growing healthcare company builds its operational foundation.

What You'll Work On

Platform Operations & Workflow Infrastructure

• Own and scale the operational tooling stack across support, onboarding, and post-sale workflows, and set the roadmap for where it goes next

• Direct the build of workflow automations and internal operational tools - deciding what to automate, standardize, or redesign

• Partner with BizApps and Engineering to harden cross-system workflows and operational reliability

• Establish the visibility layer for operational bottlenecks, workflow failures, and support trends - and act on what it surfaces

Product Operations & Workflow Design

• Lead operational discovery with Product and Operations to find the friction and workflow gaps that constrain scale

• Translate real-world workflows into scalable processes, tooling requirements, and automation opportunities

• Run "ground truth" operational research across teams and markets to understand how work actually happens

• Design and lead pilots that validate new operating models before broader rollout

Strategic Initiatives & Incubation

• Own launch readiness and operationalization for new markets, service lines, and operational initiatives

• Lead high-priority, cross-functional programs spanning Operations, Product, Analytics, and Care Delivery

• Design the scalable playbooks and workflows that emerging initiatives run on

• Drive AI-forward operational initiatives and automation across the company

Enablement & Operational Scaling

• Stand up the documentation, training, and knowledge systems that keep operations consistent as the org grows - and set the standard others follow

• Establish the scalable operational processes AbbyCare needs across markets and service lines

• Mentor and guide operators across the team, raising the bar on how operational work gets done

• Continuously remove manual work and improve execution through better systems and process design

What You'll Have

• 10+ years in Strategy & Operations, BizOps, Product Ops, Platform Ops, or similar cross-functional roles, including experience owning operational initiatives end to end

• Track record implementing and scaling operational systems and tooling - not just using them

• Experience designing workflow automations and operational processes that hold up as an org grows

• Proven in ambiguous, fast-moving environments; comfortable being accountable for outcomes, not just deliverables

Systems & Operational Thinking

• Strong systems thinker who redesigns how work gets done, not just how it's documented

• Moves credibly between strategic problem-solving and hands-on execution

• Navigates messy, real-world workflows and turns them into scalable processes

• Sharp judgment on when to automate, standardize, redesign - or leave alone

Leadership & Communication

• Leads cross-functional initiatives and aligns senior stakeholders across Operations, Product, Analytics, Engineering, and Leadership

• Clear communicator who bridges technical and non-technical audiences and drives decisions

• High ownership; mentors more junior operators and sets the bar for the function

• Experience managing or building a small team (if the role carries direct reports)

Mindset

• Curious, pragmatic, and highly adaptable

• Energized by building in ambiguity and owning hard operational problems

• Deep interest in workflow design, automation, AI tooling, and operational scale

• Balances immediate execution with long-term infrastructure thinking

Healthcare or regulated-industry experience is a plus, but not required.

What Success Looks Like

This role shapes how AbbyCare scales operationally over the next several years. The workflows, tooling, and operating models you build will directly determine how efficiently families move through onboarding and care delivery, how fast we can launch and operationalize new markets, how well teams scale without piling on complexity, and how effectively AI and automation become part of daily operations. You won't maintain the operational foundation - you'll design it.

BENEFITS:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work.

• 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.

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.