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. 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.

About the Role:
We are seeking a dynamic and experienced Backup Care Operations Manager to drive exceptional customer service and operational excellence in our Backup Care department. In this role, you will oversee service delivery, optimize daily operations, lead performance management efforts, and develop innovative processes. You’ll partner cross-functionally with Vendor Relations, Account Management, Product, and Escalations teams, reporting directly to the Director of Care Operations.

Location: Dallas, TX
Work Environment: Hybrid - In office Monday, Wednesday & Thursday 

What You’ll Do:

• Oversee daily operations of the Backup Care servicing team, ensuring efficient, high-quality service delivery that meets or exceeds SLAs.
• Develop and implement customer service workflows, policies, and procedures that drive process innovation and operational excellence.
• Analyze customer feedback and business trends to identify areas for improvement and collaborate with cross-functional teams (QA, Training, Product, Account Management) to execute solutions.
• Supervise and mentor a team of Customer Service Representatives, fostering a high-performance culture through skill development, coaching, and effective employee relations.
• Partner with Account Management to enhance client satisfaction by communicating procedures and recommending actionable solutions.
• Maintain and update a comprehensive servicing RFP library, including FAQs and key process documentation.
• Track and analyze performance metrics such as ASA, After Call Time, AHT, and CSAT; prepare and present reports with actionable insights to drive continuous improvement.
  
  

Who You Are:

• Educational Foundation: Bachelor’s degree in Business, Technology, Operations, or related field OR 5+ years of supervisory experience in customer service, sales, or account management.
• System Savvy: Strong understanding of core business applications and support systems and how they interact.
• Growth Mindset: Embraces feedback and seeks ongoing professional growth.
• Communication Mastery: Exceptional verbal and written communication skills with strong attention to detail, listening, and analytical capabilities.
• Relationship Builder: Skilled at developing client relationships with empathy and effective conflict management.
• Analytical Prowess: Able to analyze data and draw insights to improve service delivery.
• Technical Proficiency: Proficient in customer service software and tools, with a solid grasp of care-related processes and techniques.
• Multitasking Expert: Adept at managing multiple priorities in a fast-paced environment.
• Self-Driven: Able to meet tight deadlines with minimal supervision.
• Software Competency: Comfortable using Microsoft and Google suite products.
• Travel Flexibility: Willingness to travel for client meetings and conferences, as required.

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: $70K to $80K

The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary based on work location, experience, and performance. The range listed is one component of Care.com’s total compensation package. Additional benefits may include annual bonuses, short- and long-term incentives, health insurance, life and disability coverage, a generous 401(k) match, paid holidays, and PTO.

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