Head of Operations

Our mission is to redefine care for the most vulnerable. The healthcare system is failing the underserved. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. At Abby Care, we are tackling one of the most important and unsolved challenges of our time : family caregiving. We help 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 some of the top VCs on our mission to empower families throughout the country.

The Role

We’re looking for a passionate and ambitious leader with a proven track record in complex operational environments as our

Head of Operations . Reporting to the COO, you will lead two critical functions :

Central Operations

and

Expansion . You will be a strategic thought partner, an operational expert, and a hands-on leader who can translate our business strategy into actionable, scalable processes.

This leader will play a key role in (a) shaping the strategy of our business, (b) designing the operational backbone of the company—building systems, playbooks, and processes that empower local market General Managers (GMs) to deliver exceptional care while meeting aggressive growth targets (c) while driving new market and service line launches.

This is a

builder / operator

role : you’ll set strategy, dive into data, and roll up your sleeves to solve problems. The ideal candidate has experience scaling operations in a high-growth, tech-enabled environment (healthcare or marketplace / logistics strongly preferred) and is fluent in combining technology, analytics, and on-the-ground execution.

This position

reports directly to the COO and is in-person in San Francisco

(4-days in office with leaders and builders). You’ll build unparalleled processes for families and help shape our roadmap.

Key Responsibilities

Central Operations & Strategy

Develop and execute an operations strategy to optimize and balance patient care quality, speed and cost. Oversee the development, documentation, and continuous improvement of all core operational processes. Your team will build and implement playbooks, toolkits, and SOPs to ensure consistency and efficiency across all markets while allowing for necessary local adaptations. This includes the end-to-end patient journey from intake to care delivery. You will collaborate closely with our multiple market leaders to identify best practices and process improvements and help scale these across our markets. Your role is to enable rapid growth across our markets in a decentralized model.

Establish Scalable Infrastructure : Design centralized systems (e.g., end-to-end partnerships relationship management, patient documents, revenue cycle management etc.) that streamline operations and provide GMs with tools to execute effectively at the local level. Set up KPIs, dashboards, and continuous improvement initiatives to monitor and enhance market performance, reduce inefficiencies, and elevate service quality.

Technology & Systems : Partner with our product and engineering teams to identify and prioritize operational tooling and technology. Ensure our systems (CRM, patient onboarding, EHR, scheduling, billing) are optimized to automate tasks and enable scalable growth.

Expansion & New Market Launch

Go-to-Market Strategy : Execute the vision of the Expansion function end-to-end. You will lead the strategic planning and execution for launching Abby Care in new markets and new service lines - set northstar KPIs, build scalable processes, and drive mission-crucial initiatives to bring our program to new geographies and to thousands of new families. This includes market analysis, competitive research, regulatory research and refining our playbook for a successful launch.

Logistics & Field Operations : Your team will own the successful execution of a new market / service line end-to-end. This includes building and managing systems and processes for identifying and acquiring patients, patient intake, onboarding, care delivery and recruiting the early operations and clinical teams of the market.

Enable Cross-Functional Support and Crisis Management : You will partner and collaborate closely with internal teams and leadership (e.g., Growth, Product, Finance, HR) to shape our strategy and execution across markets, provide resources for local needs, and establish risk management protocols for consistent handling of operational disruptions.

Build for Scale and Flexibility : We have grown exceptionally fast and expect that growth to continue to accelerate. That growth comes with the complexity of requirements that differ across the United States. You’ll collaborate closely with leaders to best balance optimal patient experience with varying regulatory requirements and that will support hypergrowth. It’s an interesting challenge that keeps us going everyday.

Team Leadership and Development : Lead and mentor a high-performing Central Operations & Expansion team, fostering a culture of continuous improvement, innovation, and data-driven decision-making. Act as a senior leader within the company, fostering a collaborative and innovative culture and inspiring teams across regions to uphold high operational standards and customer satisfaction.

The Requirements

Extensive Operations Experience : 8+ years in operations or strategy roles, with at least 3+ years in a senior leadership role, ideally within a fast paced, high-growth, multi-location environment (in-person tech-enabled services and healthcare experience strongly preferred).

Proven Process Builder : Demonstrated ability to design, implement, and scale centralized processes, infrastructure, and playbooks to support decentralized local markets.

Data-Driven and Strategic : Strong analytical skills with experience developing and using performance metrics and KPIs to drive continuous improvement and inform strategic decision-making.

Leadership and Cross-Functional Collaboration : Exceptional leadership skills with a track record of partnering across departments (Growth, Product, HR, Finance) to support local teams, plus the ability to navigate challenges and drive alignment across markets.

Excitement to get in the weeds and extreme hustle is needed : We are an early stage startup after all, and therefore, this could mean putting out fires on the weekend or diving into the smallest technical details. Everyone on the team is relentless about delivering their best work.

Force of nature : You take extreme ownership. There are no tasks or problems that are beneath you - even the most unsexy or complex. You are able to drive critical goals under ambiguity and constraints. You’ve done something most people haven’t. Whether you’ve started a company, won a hackathon, qualified for the Olympics, and / or overcame difficult adversities, it is evident that you’ve demonstrated initiative throughout your career and life.

100% Commitment : This must be your full time and top commitment (not part time). This role has great opportunities for growth alongside the company, and your plan is to grow with it for the next 1-2 years. This role isn't suitable for people who have a side hustle at this time.

This role is for an operational leader who is not only a visionary but also a meticulous executor. If you are passionate about building the future of healthcare and thrive in a dynamic, high-impact environment, we encourage you to apply.

Our Values

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?”

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.

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.

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.

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.

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.

This is a Full-Time role with an estimated $150K-$230K base salary + annual bonus + company equity + benefits

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.

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.

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