Care Operations Manager

About Abby Care

At Abby Care, our mission is to redefine care for the most vulnerable. We believe every family deserves dignified, accessible, and compassionate care. The traditional healthcare system often fails underserved communities—and we’re here to change that. Backed by world-class investors and a team of healthcare innovators, we’re scaling a family-first model of care with relentless focus, integrity, and empathy.

💻 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 Associate General Manager of Indiana. This is a Full-Time Onsite position based in Indianapolis, IN. 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
• Must currently reside in or be able to relocate to Indianapolis
• Willingness to work onsite 5 days week
• 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.

Who We’re Looking For

• Data-Oriented Operator - You love metrics, dashboards, and root-cause analysis. You believe operations should run on clear KPIs and act decisively on what the data tells you.
• Builder of Systems & Structure - You’ve created scalable processes before—and understand how to balance documentation, automation, and human insight.
• Experienced Manager - 5+ years of experience in operational leadership roles, preferably in healthcare, logistics, or service delivery. You’ve led remote and local teams, and you know how to get the best out of both.
• High-EQ Communicator - You’re a clear and compassionate communicator—able to lead teams, collaborate cross-functionally, and problem-solve in real-time.
• Adaptable & Resilient - You thrive in fast-paced, dynamic environments. You’re not afraid of ambiguity and view challenges as opportunities.

Our Value Proposition to You

• Competitive salary and bonus opportunities
• Health, dental, and vision insurance
• 15 days PTO + 10 company holidays
• Growth and leadership development opportunities
• A mission-driven team committed to transforming lives