Strategic Operations, Senior Associate

About this role

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 ROLE

We are seeking a dynamic and compassionate individual to join us as a Strategic Operations, Senior Associate. This role will report into the General Manager of Massachusetts. This is a Full-Time Hybrid position based in Boston, MA.

As a Strategic Operations Senior Associate, you’ll operate as a lead operator driving Abby Care’s most complex initiatives in Massachusetts. This role is designed for someone who not only executes but owns programs end-to-end and drives operational systems from zero to one.

You will partner deeply with local ops teams and HQ platform teams to architect and scale critical workflows, eliminate friction, and drive operational excellence across the market. Senior Associates operate with a high degree of autonomy, stepping in for managers when needed and representing operations with executive presence across cross-functional teams.

You will lead initiatives ranging from new program launches and operational redesign to market expansion and frontline enablement, translating ambiguous challenges into scalable systems and measurable results.

If you are someone who thrives on owning outcomes, leading without formal authority, and driving operational programs from concept to execution, this role offers a path toward operational leadership.

Key Responsibilities:

- Own complex cross-functional programs end-to-end: Lead high-impact initiatives across operations, growth, and product teams—driving alignment, execution, and results across multiple stakeholders.

- Relentlessly drive market growth: Partner with on-the-ground ops, HQ platform teams, and cross-functional leads to own market operations, service delivery, and expansion—no task is too big or small for you.

- Launch and scale new programs (0→1): Identify opportunities for new operational initiatives, design the strategy, build the initial workflows, and drive implementation from concept to scaled execution.

- Engineer and scale core processes: Systematically build, optimize, and scale new and existing operational workflows—constantly reduce friction and drive efficiency while keeping patient delight at the center.

- Run the business ‘by the numbers’: Own metrics that matter—set aggressive targets for key KPIs (churn, productivity, care quality, etc.) and use data to allocate resources, guide incentives, and prioritize market and product pushes.

- Diagnose system-level issues and redesign processes: Develop deep fluency across operational systems, workflows, and edge cases—using data and frontline insights to identify root causes and redesign processes for scalability.

- Set and hit aggressive goals: Ruthlessly prioritize for impact, break down ambiguous challenges, and deliver on rapid timelines—no hesitancy in tackling new and ambiguous projects from zero to one.

- Operate autonomously and drive accountability: Independently manage initiatives with minimal oversight, proactively identifying risks and driving solutions before escalation is required.

- Obsess over continuous improvement: Proactively identify broken processes, recurring fires, and product gaps—invent and test new solutions, features, and models that make ops more seamless and scalable for care staff and families.

- Serve as an operational leader across teams: Step in for managers when needed, coordinate workstreams across teams, and ensure operational continuity during high-priority initiatives.

- Champion frontline and customer experience: Manage, motivate, and mentor care ops teams (local and remote)—solve people problems, clear blockers, negotiate resources, and unlock leverage for highest impact operators.

- Represent operations with executive presence: Communicate insights, tradeoffs, and recommendations clearly to senior leadership and cross-functional partners.

- Think like an owner, act like an athlete: Take initiative, operate with extreme accountability, and present solutions—not problems. Willingly flex across job functions and fill gaps wherever the org most needs your horsepower.

The Requirements:

- 4+ years of professional experience in a highly analytical and fast-paced environment, such as management consulting, strategy/operations, or finance roles in a high-growth environment.

- Exceptional analytical, quantitative, and financial modeling skills. You are comfortable with data and can use it to build compelling business cases and drive decisions.

- Proven track record of independently leading complex initiatives or programs from zero to one.

- Demonstrated ability to operate with autonomy in ambiguous environments and drive results across multiple stakeholders.

- Outstanding communication and presentation skills. You can distill…