Care Operations Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee, mentor, and develop a high-achieving Care Operations team.

• Conduct regular one-on-ones, performance evaluations, coaching sessions, and feedback discussions.

• Cultivate a culture of accountability, ownership, and ongoing learning.

• Assist in the onboarding and training of new team members.

• Guide employees through complex customer issues and escalations.

• Supervise daily operations to ensure KPIs, SLAs, and quality standards are consistently met.

• Identify workflow obstacles and proactively implement process enhancements.

• Develop and refine SOPs, documentation, and operational playbooks.

• Analyze operational metrics to boost efficiency and team performance.

• Promote operational consistency while balancing speed and quality.

• Monitor team productivity, quality, customer satisfaction, and operational metrics.

• Hold team members accountable to performance standards.

• Create action plans to address underperformance.

• Acknowledge and reinforce high performance within the team.

• Collaborate closely with Clinical, Family Care, Scheduling, Credentialing, Product, and Operations teams.

• Escalate operational risks while ensuring timely resolutions.

• Communicate process updates and operational insights to leadership.

• Act as a key coordination point across multiple departments.

• Proactively seek opportunities to enhance customer experience and internal operations.

• Lead operational improvement initiatives from conception to execution.

• Utilize data and team feedback to streamline workflows.

• Advocate for change management as Abby Care continues to expand.

⛳️ Requirements

• Minimum of 3 years of experience leading customer operations, care operations, customer success, contact center, or similar operational teams.

• Experience in managing team KPIs and performance metrics.

• Demonstrated experience in coaching, mentoring, and developing employees.

• Strong analytical and problem-solving abilities.

• Excellent verbal and written communication skills in English.

• Capability to manage multiple priorities in a dynamic, fast-paced environment.

• Comfortable making decisions with limited guidance while maintaining accountability.

• Experience in healthcare operations, care coordination, customer success, or family support.

• Background in high-growth startups.

• Experience in creating SOPs, training materials, or operational documentation.

• Proven track record of leading process improvement initiatives.

• Familiarity with CRM platforms, operational dashboards, and reporting tools.

• Experience in leading remote teams.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities