Vice President of Operations

1 month ago

Dallas, Texas, United States Care Full time
Job Description

About Care, a consumer tech company with heart, is on a mission to solve a human challenge we all face: finding great care for the ones we love. We're entrepreneurs, self-starters, team players, and big thinkers united behind a common cause. Our culture and products reflect that. At Care, 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 is the place for you.

Position Overview: As Vice President of Operations, you will lead all aspects of Care's global operational strategies, driving operational excellence and member satisfaction across both the Enterprise and Consumer business units. You'll oversee the Member Care Support operations for Consumer Member support, Enterprise Back-up Care servicing, Care Specialists, Home Pay Operations (front and back-end) and Care Concierge teams, ensuring the seamless operation of our consumer and enterprise platform while aligning operational goals with company strategy. The VP of Operations will work closely with cross-functional leaders in Product, Marketing, Legal, and Technology to build a scalable, service-driven, and efficient organization that supports the company's long-term growth objectives.

Work Environment: Hybrid (In Office - In office Monday, Wednesday & Thursday)
Location: Dallas Texas

Key Responsibilities:

  • Operational Leadership: Provide strategic direction for all operational functions, ensuring the effective and efficient handling of member services, safety protocols, and shared services.
  • Cross-functional Collaboration: Partner with Product, Marketing, Technology, and Legal teams to align operational processes with company-wide objectives. Ensure operational execution supports the product roadmap, marketing initiatives, and member experience improvements.
  • Process Improvement: Drive continuous improvement of operational processes, focusing on member satisfaction, cost efficiency, and scalability. Leverage data insights to improve response times, member retention, and customer experience metrics.
  • Vendor & Partner Management: Manage relationships with external vendors and outsourcing partners to ensure service level agreements (SLAs) are met and operations are cost-effective.
  • Strategic Planning: Develop and execute a comprehensive operational strategy that enables Care to meet its growth and financial objectives. Build and optimize an operational roadmap that supports ongoing business scalability and innovation.
  • Budget Management: Oversee the operations budget, ensuring alignment with business goals and maximum ROI from resource investments.
  • Team Leadership: Lead, coach, and develop a high-performing team of directors and managers across the Member Care, Shared Services, and VOC functions. Create a culture of accountability and continuous learning.
  • Data-Driven Decision Making: Utilize operational KPIs, data analytics, and industry best practices to inform decision-making and process enhancements. Regularly review metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and operational costs.
  • Safety & Compliance: Ensure adherence to operational safety protocols and compliance with industry regulations, particularly in areas related to internet and marketplace safety.

Qualifications:

  • 10+ years of progressive experience in operations leadership, with at least 5 years in a senior management or VP role.
  • Proven track record of scaling operations in a high-growth, fast-paced environment, preferably in the consumer tech or services industry.
  • Strong understanding of digital/online platform operations, customer support systems, and vendor management.
  • Exceptional strategic planning, organizational, and analytical skills with a demonstrated ability to translate business goals into actionable operational plans.
  • Experience managing large teams, including experience with remote and distributed teams.
  • Excellent communication, interpersonal, and leadership skills. Proven ability to influence cross-functional teams and build relationships at all levels of an organization.
  • Expertise in operational budget management, KPI tracking, and data-driven decision-making.
  • Bachelor's degree in Business Administration, Operations Management, or related field required. MBA or other advanced degrees preferred.

What You'll Bring to the Role:

  • A passion for operational excellence, with a hands-on approach to problem-solving.
  • The ability to thrive in an entrepreneurial, fast-paced environment with rapidly evolving business needs.
  • A collaborative mindset, with a strong track record of partnering with diverse stakeholders.
  • A commitment to Care's values of transparency, excellence, empathy, humility, and innovation.

For a list of our Perks + Benefits, click here

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

____________________________________________________________________________________________________________________________

Company Overview:

Available in more than 20 countries, Care is the world's leading platform for finding and managing high-quality family care. Care 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's industry-leading products—from child and elder care to pet care and home care. Care is an IAC company (NASDAQ: IAC).

Salary Range: 195,000 to 230,000.

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's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care 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).

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