Care Operations Manager

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.

• 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

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.