Market Operations Manager

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.

The Opportunity:

We're looking for a high-agency operator to join us as a Market Operations Manager supporting the launch and growth of the Arizona market delivering care at home to some of the most at-need populations. Reporting to the Regional General Manager, you will not only lead the day to day operations for your market, but will align operations to ensure the care we deliver meets the quality targets our health plan partners hold us to. This is a founding role for our Arizona market helping us build and scale a high growth care model in partnership with some of the largest health plans in the market. Highly cross-functional, you will partner closely with clinical teams, central operations, health plan strategy, product / technology and people to continuously drive programmatic excellence.

A true player-coach, you are equally comfortable managing and developing a team and driving accountability as you are rolling up your sleeves. Data-driven and systems-minded, you are skilled at understanding the interdependencies that exist in complex healthcare delivery environments, and can identify and address the root cause for any discrepancies. Well versed in operational and quality metrics, you are able to connect the dots between the care we provide and the value we deliver to our health plan partners.

If you have a passion for identifying solutions and optimizing how the work is done, find energy working across diverse teams that are working toward a common goal, and are excited by the opportunity to build the playbook in a growing market, all while transforming care at home for vulnerable populations, we’d love to hear from you!

This is a Full-Time in-office opportunity based in Phoenix, AZ

What you’ll work on:

• Own market strategy & execution: Drive performance across Arizona operations, serving as the single point of accountability for operational execution, strategic priorities and regional outcomes.

• Lead day-to-day operations: Patient and caregiver onboarding, training, documents collection and management, direct care delivery, scheduling, and service execution while maintaining exceptionally high standards for patient and family experience.

• Meet and exceed operational performance metrics: Ensure conversion pipelines, workforce retention and engagement, regulatory and care plan compliance, EVV and overall member experience scores are at or exceeding organizational standards.

• Hit health plan quality benchmarks: Align operations with payor contractual requirements and quality expectations, including meeting member engagement benchmarks and driving care delivery that meets high-value HEDIS metric goals.

• Build and empower high-performing teams: Coach frontline staff, fostering accountability, continuous growth, and operational rigor with empathy.

• Diagnose and resolve performance gaps: Pair ground-level observations with data-driven insights to pinpoint root causes, prioritize issues, and execute solutions - connecting the day to day operations with the overall economic health of the market

• Establish scalable operational playbooks: As one of the founding market team member develop and iterate upon playbooks that can expand across the organization; institute predictable operating cadences, reporting mechanisms, and standardized processes that ensure consistent execution

• Ensure cross-functional alignment: Partner closely with Clinical Leadership, Health Plan Strategy, and HQ platform functions (Analytics, Product, Compliance, HR) to fulfill payor commitments seamlessly.

• Champion operational excellence: Identify broken workflows and recurring operational friction early, replacing them with reliable, scalable systems.

• Run the business ‘by the numbers’: Use data-driven insights to refine strategies, optimize processes, guide incentives, and unlock growth.

What success looks like:

• At the 6 month mark, Arizona is a stable market with high performing, compliant operations serving 500+ patients that runs on a predictable operations cadence and is scalable

• Health plan quality commitments across member experience / satisfaction, operating metrics and quality outcomes are being met

• Core processes, operating rhythms (weekly/monthly business reviews, reporting, escalation paths), and standard work are documented and in use, and other markets could adopt them with minimal rework.

• Core roles on Operations are staffed, new hires are ramped and retention is healthy

What you’ll have:

• 5+ years of operational leadership experience scaling initiatives in high-growth healthcare settings; with experience in a regional/market scoped role. Significant preference for direct home health / home care experience.

• Demonstr