Strategic Operations, Senior Associate

About Abby Care

Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving.

Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to 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 top, mission-driven VCs to empower families throughout the country.

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 i