Customer Excellence Manager (Remote)

About Abby Care

At Abby Care, our mission is to redefine care for the most vulnerable populations.
We are transforming home health through purpose-built, thoughtful technology and a unique care model.
What makes us the home health provider of the 21st century:
Digital health integrations - We leverage telehealth to give our clinical teams superpowers. We build technology to decrease clinical burnout and improve the measurement of health outcomes.
Clinical excellence - We strive to deliver the best-in class care to our families. Our culture encourages clinical growth and emphasizes quality in all our clinical processes.
Family training and support - We believe that the family key to a patient's wellbeing and health. Our care model incorporates family support into treatment plans.

The Role 

We are seeking an experienced and dynamic Customer Excellence Manager to oversee our daily operations and ensure the efficiency and effectiveness of our business processes and operations. The ideal candidate will have a strong background in managing cross-functional teams, optimizing processes, and driving continuous improvement initiatives to meet business goals. This role requires a problem-solver with strong leadership skills and the ability to work collaboratively with other departments.

Key Responsibilities:

• Lead and manage the day-to-day operations of the company, including overseeing production, logistics, and supply chain processes.
• Develop, implement, and optimize business processes and operational workflows to improve efficiency and reduce costs.
• Monitor and evaluate key performance indicators (KPIs) to track operational performance and implement corrective actions when necessary.
• Collaborate with other departments (Sales, Customer Service, HR, IT, etc.) to ensure alignment on company goals and objectives.
• Manage budgets, forecast operational costs, and ensure resource allocation is in line with company goals.
• Identify opportunities for operational improvements and lead initiatives to drive continuous improvement across the organization.
• Oversee inventory management, vendor relationships, and ensure timely delivery of products and services.
• Create and implement safety and compliance standards in accordance with industry regulations.
• Manage and mentor a team of operations staff, providing coaching and professional development.
• Prepare and present regular reports on operational performance to senior leadership.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field
• 5+ years of experience in operations management, preferably in a healthcare industry and customer service.
• Strong knowledge of process optimization, project management, and data analysis.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical skills and the ability to make data-driven decisions.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

Our Value Prop to You

• Competitive compensation with sign-on bonus, company equity, and benefits. Our builders are a critical part of our team, and we strive to reflect this through ownership and pay.
• Environment for growth and learning. You will have the opportunity to drive great impact and gain exposure to all functions of the company. Here, you can flex multiple realms of your operating skillset, strategic mindset, and creativity.
• Propel innovation in healthcare. We are leading the change in healthcare against traditional players and outdated systems. You’ll be able to operate in a fast-paced environment and iterate.
• An energizing, compassionate team. Our team cares deeply about each other. We strive to elevate and uplift each other in our day-to-day work to do the best for our families. We don't believe in bureaucratic nonsense.