Sr. Director, Voice of the Customer

About Care.com: Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. We apply data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you’re passionate about leveraging your talent for good and want to make a meaningful impact, Care.com is the place for you.

Position Overview: As Senior Director, Shared Services, you will own and lead Care.com’s VOC strategy across both the Enterprise and Consumer business units as well as the necessary shared services to ensure that customer insights are at the core of our decision-making processes including prioritizing features on our product roadmaps and refining/establishing customer policies. These shared services include business operations, training, and QA which should reflect a central focus on driving the voice of the customer in everything we do. Specific to your VOC responsibilities, you will oversee the voice of the customer across multiple constituents including consumers from our consumer platform, Enterprise clients (HR departments and Members of client companies), HomePay customers, International customers, and our backup Care partners (W2 caregivers, agencies and centers). Additionally, you will be responsible for synthesizing the agent experience (both on-shore and off-shore) and utilizing feedback from that group of constituents to implement new tools and capabilities to enhance their workflows. You’ll collaborate with cross-functional teams to translate customer feedback into actionable insights that improve product offerings, enhance the member experience, and inform strategic business decisions. This role requires a deep understanding of customer experience management, data analysis, and VOC methodologies, and a passion for championing the customer’s voice throughout the organization.

Key Responsibilities:

• VOC Strategy: Develop and lead Care.com's VOC strategy to ensure a comprehensive understanding of customer needs, pain points, and expectations across all touchpoints.
• Cross-functional Collaboration: Partner with Product, Marketing, Vertical GMs, and Legal teams to align customer feedback with product roadmaps, marketing strategies, and operational processes.
• Customer Insights: Build and maintain a robust VOC program that captures quantitative and qualitative feedback from multiple channels, including surveys, reviews, social media, and support interactions.
• Data Analysis: Analyze customer feedback, identify trends, and generate actionable insights. Use data to inform key business decisions, product enhancements, and marketing strategies.
• Customer Advocacy: Act as the primary advocate for Care.com’s direct consumers and enterprise customers, ensuring that their needs and experiences are prioritized in product and operational decisions.
• VOC Program Management: Establish and maintain VOC tools, methodologies, and reporting frameworks. Implement best practices to continuously refine and improve how we collect and act on customer feedback.
• KPI Management: Develop and track key metrics related to customer satisfaction (CSAT), Net Promoter Score (NPS), and other relevant VOC indicators. Regularly report findings to executive leadership and key stakeholders.
• Customer Journey Mapping: Collaborate with cross-functional teams to map out the end-to-end customer journey and identify opportunities for enhancing the customer experience.
• Management of training certification programs for Customer Care, Enterprise Care Specialists, Enterprise BUC, Trust and Safety, Sales, LifeCare, and Expert Assistance functions
• Content and Training Creation: Guide standards, systems, and best practices for content and training creation, distribution, maintenance, retrieval, and re-purposing of Enterprise-wide content.
• Content Management System: manage and maintain internal and external knowledge management system content.
• Business Operations Project Management: ensure all new initiatives (features, policies, and products) are integrated across the CEX team and reviewed with all cross-functional partners.
• Team Leadership: Hire, coach, and manage a growing team of VOC, Business Ops, Training & QA professionals. Provide day-to-day leadership and foster a culture of collaboration, continuous improvement, and customer-centricity.

Qualifications:

• 10+ years of experience in customer experience, VOC programs, business ops, training/QA, or related fields, with at least 5 years in a leadership role.
• Demonstrated success in developing and implementing VOC strategies that drive product improvements, operational efficiency, and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to synthesize large volumes of data into actionable insights.
• Proven ability to influence cross-functional teams and work collaboratively with stakeholders across Product, Marketing, Operations, and other departments.
• Exceptional communication and presentation skills, with a track record of effectively advocating for customer needs at all levels of the organization.
• Experience managing customer feedback tools and platforms, as well as familiarity with VOC methodologies such as surveys, customer journey mapping, and focus groups.
• Experience with training and QA tooling and metrics to optimize on and off-shore agent performance.
• A bachelor’s degree in Business, Marketing, or a related field is required. Advanced degrees or certifications in customer experience or VOC programs are preferred.

What You'll Bring to the Role:

• - A passion for customer advocacy and a deep commitment to improving the customer experience.
  • The ability to thrive in a dynamic, fast-paced environment while managing multiple priorities.
  • A data-driven mindset, with a focus on turning insights into impactful business strategies.
  • A collaborative approach, with experience working across departments to create customer-centric solutions.

For a list of our Perks + Benefits, click here!

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse and inclusive workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds. Care.com is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation, please reach out to [email protected].

Company Overview:

Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home. Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs. Care.com is an IAC company (NASDAQ: IAC).

Salary Range: 180,000 to 210,000

The base salary range above represents the anticipated low and high end of the national salary range for this position. *Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance.* *The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO). *