Sr. Director Global Operations

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 problem solvers unite behind a common cause. Here, we’re applying data analytics, AI and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you’re all about using your talent for good, Care.com is the place for you.

Location: Dallas Texas (Hybrid)

What Your Days Will be Like:

The Senior Director of Global Operations must be a flexible and resourceful problem‐solver who is motivated to work with all departments within the organization. From an operational perspective, the Senior Director will provide guidance and support to a large and growing team of individuals who manage Care.com’s consumer/digital platform daily operations in a constantly changing environment. The Sr. Director will help translate VOC into actionable ideas and recommendations to inform marketing and product strategies and member experience enhancements. The Sr. Director will be an advocate for the consumer throughout the organization. The position requires the exercise of exceptional judgment, the ability to juggle multiple priorities and execute with excellence. The Senior Director of Global Operations must have online/internet experience, preferably marketplace experience.

• Scale for fast‐paced growth by building off a strong operational and servicing foundation
• Be a strategic, resourceful and solutions‐oriented partner to the product, marketing and legal teams with a focus on delivering excellent service
• Effectively manage the Operational budget to ensure that resources are being deployed in the highest gain areas helping Care.com to continue to differentiate
• Partner with the CTO/CSO and other organizational leaders to create and deliver a long‐term operational strategy that meets the needs of the growing
• Effectively manage the VOC teams to ensure optimal prioritization of resourcing to support business

What You’ll be Working on:

• Develop, scale, and manage an operational center of excellence. Foster continuous improvement and reengineering of processes
• Manage leadership responsibilities ‐ hire and develop the right people as the team expands and provide day‐to‐day leadership, coaching, and development to direct reports. Support a growing team to ensure that its members are operating at their maximum
• Strive for excellent customer service and manage KPIs. Review operating statistics regularly to ensure goals are being met in areas of service quality and timeliness. Typical areas of focus include: customer satisfaction, NPS, response and approval SLA’s and safety
• Manage safety & servicing
• Partner with Marketing and Product leaders to understand growth goals and develop VOC insights program to support both long term and ad hoc
• Develop and lead a team of voice of consumer
• Develop an ambassador program that supports WOM growth and enhances online
• Understand the tools and technology required by the team to scale operations & support gathering of insights. Proactively collaborate with the product and engineering teams to prioritize initiatives that have maximum impact.
• Develop a strategic plan(s) for medium and long‐term growth

What You’ll Need to Succeed:

• 10+ years of relevant experience with a track record of increasing responsibility for managing people and processes
• Demonstrated success leading teams and coaching individuals
• Experience developing and implementing new programs and processes
• Ability to operate in a dynamic, unstructured and resource‐constrained environment
• Excellent interpersonal, communication, and organizational skills
• Strong analytical skills, intellectual curiosity, and an innovative approach to solving practical business problems
• Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data
• Proven ability to delegate and manage workload and projects across functions within the team
• Experience in the servicing industry
• BA/BS in Business Administration or related field or equivalent experience
• MBA preferred

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 an accommodation, please reach out to [email protected].*

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Company Overview:

Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. Care.com is an IAC company (NASDAQ: IAC).

*Salary Range: 175,000 to 200,000. *

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). *