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 Central Strategy & Operations Associate. This is a Full-Time Hybrid position based in San Francisco, CA. As a Strategy & Operations Associate, you’ll be a critical operator-analyst driving our most important initiatives across the organization. This role is ideal for someone who thrives on turning ambiguity into execution and building structure in fast-moving environments. You’ll work closely with local market teams, Expansion, IT, People team, Analytics, Legal, and Engineering to drive visibility into key metrics, fix broken processes, and build scalable systems. From 0→1 launches to process re-engineering, you’ll take ownership of problems end-to-end, translating messy data and operational challenges into clear, actionable solutions. If you have a track record of building systems, shipping results on tight timelines, and driving impact without formal authority, this role offers a hands-on path to outsized ownership and operational leadership. KEY RESPONSIBILITIES: * Own and scale operational infrastructure: Lead and improve core workflows across compliance, family experience, incident handling, and operational tooling by identifying gaps, resolving recurring issues, and implementing scalable processes that improve execution across onshore and offshore teams. * Build and operationalize AI-driven workflows: Identify high-impact opportunities to integrate AI into care operations, compliance, and support workflows by testing automation use cases, streamlining repetitive processes, and improving operational efficiency through scalable tooling. * Drive visibility through reporting and operational data: Partner cross-functionally to build dashboards, Jira workflows, audit tracking, and reporting structures that surface operational trends, compliance risks, escalation patterns, and workflow inefficiencies to support faster decision-making. * Strengthen compliance and training operations: Develop and implement standardized compliance training, reinforcement programs, auditing frameworks, and incident tracking systems to improve accountability, operational consistency, and readiness across markets. * Improve family and caregiver operational experience: Lead initiatives focused on streamlining onboarding, escalation management, communication workflows, and service operations through better systems design, tooling, and process standardization. * Execute and scale cross-functional operational rollouts: Partner with market operations, platform teams, analytics, compliance, and leadership to launch and operationalize initiatives such as Jira implementations, Dialpad rollout, Circle process revamps, and compliance infrastructure improvements across multiple states. * Operate with urgency and ownership in ambiguous environments: Independently drive projects from scoping to implementation, prioritize high-impact operational needs, and proactively solve recurring issues while balancing rapid execution with scalable long-term process improvement. * Continuously identify operational gaps and scalability opportunities: Proactively assess workflows, recurring operational fires, and tooling limitations to design and implement solutions that improve operational efficiency, compliance adherence, and organizational scalability. THE REQUIREMENTS: * 3+ years of experience working in fast-paced, high-growth environments across operations, customer experience, strategy, or startup teams, with exposure to cross-functional problem-solving and process improvement initiatives. * Strong analytical and operational thinking skills, with experience using data, reporting, and workflow insights to identify operational gaps, improve processes, and support business decision-making. * Proven ability to independently manage projects from ideation through implementation, including building processes, improving workflows, launching operational initiatives, and driving execution across teams. * Experience working directly with customers, internal stakeholders, or operational teams in high-volume environments, with the ability to navigate ambiguity, resolve issues quickly, and maintain strong communication across functions. * Comfortable operating in startup and rapidly scaling environments where priorities shift quickly, timelines are aggressive, and team members are expected to take ownership beyond traditional role boundaries. * Strong communication and presentation skills, with the ability to translate operational challenges, process changes, and analytical findings into clear and actionable recommendations for both frontline teams and leadership. * Demonstrated interest in building scalable operations and improving organizational efficiency through tooling, automation, AI-driven workflows, and continuous process improvement initiatives. * Motivated to grow from analytical and support-focused responsibilities into a more hands-on operational leadership role focused on execution, scaling systems, and driving measurable business impact. NICE TO HAVE: * Experience working in healthcare or fast-paced startup environments. * Strong customer-facing communication and cross-functional collaboration skills. * Empathetic and mission-driven, with a passion for improving patient and family experiences. * Experience using AI and automation tools to improve workflows and operational efficiency. BENEFITS: 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. Comprehensive health coverage that works for you. Choose from high-quality medical dental and vision options, including a $0 deductible PPO and a company-funded HSA, alongside employer-paid life and disability insurance. Generous paid time off. We provide policies that allow you to recharge along with 10 paid company holidays. 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. OUR VALUES 1. 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?” 2. 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. 3. 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. 4. 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. 5. 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.