Care Operations Manager

About Abby Care

Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving.

Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home.

Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide.

We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country.

 

💻 The Role

We are looking for a strategic, data-driven, and highly organized individual to join us as a Care Operations Manager. You will report to the General Manager of Massachusetts. This is a Full-Time Hybrid opportunity based in Boston, MA. 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:

• 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 Greater Boston Area
• Willingness to work onsite 3-4 days per week
• A background in healthcare or familiarity with Medicaid-based programs is preferred

Key Responsibilities:

• Care Delivery Oversight. Own day-to-day care operations, ensuring a smooth, consistent journey for families and freeing clinicians to focus on care.
• Team Leadership. Lead and grow a high-performing U.S. and international team, driving a culture of urgency, compassion, and accountability.
• Data & Metrics Management. Define and track KPIs across the care journey. Use insights to drive improvements, spot issues early, and support decision-making.
• Process Design & Scalability. Build and refine SOPs, streamline workflows, and implement automation to support growth and efficiency.
• Cross-Functional Collaboration. Partner with Clinical, Product, Tech, and other teams to align efforts and execute seamlessly at scale.
• Compliance & Quality Control. Ensure HIPAA and Medicaid compliance, manage audits, and uphold documentation and QA standards across operations.
• Manage Document Collection. Oversee document review processes to ensure families meet program qualifications.

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. 

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. We cover 90% of your premiums and 70% for your dependents, with multiple PPO plan options to choose from for medical, vision, dental, life, and short-term disability.
• Generous paid time off. We provide policies that allow you to recharge along with 10 paid company holidays. 
• Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
• 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.