Market Operations Manager

Abby Care•Phoenix, AZ

4d•Onsite

About The Position

Abby Care is seeking a high-agency operator to support the launch and growth of its Phoenix market, delivering care at home to populations with significant needs. Reporting to the Regional General Manager, the Market Operations Manager will lead day-to-day market operations and align care delivery with quality targets set by health plan partners. The role partners across clinical teams, central operations, health plan strategy, product, and people functions to continuously improve program performance. This is a player-coach role suited to someone who can support and hold a team accountable while also working hands-on. The manager will use data and systems thinking to understand complex healthcare delivery operations, identify root causes of performance gaps, and connect care delivery and quality metrics to value for health plan partners. As a founding member of the market team, this person will help build and refine scalable operating playbooks and support the growth of care at home for vulnerable populations. This is a full-time, in-office opportunity based in Phoenix, Arizona.

Requirements

At least 5 years of operational leadership experience scaling initiatives in high-growth healthcare settings, including experience in a regional or market-scoped role.
Demonstrated success leading customer- or patient-facing teams while balancing empathetic leadership with high standards.
Solid understanding of home care operations and compliance, healthcare quality metrics including HEDIS, and operational levers for improving those metrics.
Proven ability to identify performance gaps and root causes and implement scalable solutions from concept through execution.
Data-driven approach to decision-making, process optimization, and team guidance.
Understanding of financial drivers such as unit economics, budgets, and margin optimization.
Exceptional communication skills and ability to align cross-functional teams, clinical leads, field staff, and executive stakeholders.
Low ego, high emotional intelligence, and commitment to transforming care for vulnerable populations.
Based in Phoenix, Arizona, or willing to relocate there permanently.

Nice To Haves

Direct home health experience is significantly preferred.
Direct P&L exposure is preferred.
Prior experience navigating Medicaid or D-SNP programs.

Responsibilities

Own market strategy and execution, serving as the single point of accountability for Arizona operational priorities and regional outcomes.
Lead day-to-day care delivery, scheduling, and service execution while maintaining high standards for patient and family experience.
Meet or exceed performance standards for conversion pipelines, workforce retention and engagement, regulatory and care plan compliance, and member experience.
Align operations with health plan contractual requirements and quality expectations, including member engagement benchmarks and HEDIS goals.
Coach frontline staff and foster accountability, continuous growth, and operational rigor with empathy.
Use on-the-ground observations and data to identify root causes of performance gaps, prioritize issues, and implement solutions tied to the market’s economic health.
Develop and iterate scalable operational playbooks, operating cadences, reporting mechanisms, and standardized processes.
Coordinate with Clinical Leadership, Health Plan Strategy, and central teams including Analytics, Product, Compliance, and HR to fulfill payor commitments.
Identify broken workflows and recurring operational friction, and replace them with reliable, scalable systems.
Use data-driven insights to refine strategies, optimize processes, guide incentives, and support growth.