Job description
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.
Position Overview:
Drive exceptional customer service and operational excellence in our Backup Care department. As the Backup Care Operations Manager, you’ll be the linchpin of our service delivery, optimizing daily operations, crafting innovative processes, and leading performance management initiatives. You’ll collaborate closely with key stakeholders—Vendor Relationship, Account Management, Product, and Escalations teams—reporting directly to the Director of Care Operations.
What You’ll Do:
Service Operations Excellence:
- Optimize Service Delivery: Oversee daily operations of the Backup Care servicing team, ensuring seamless and efficient service delivery.
- Process Innovation: Develop and implement robust customer service policies, procedures, and workflows to enhance operational efficiency.
- Customer-Centric Improvement: Analyze customer feedback to pinpoint areas for improvement, driving continuous enhancement of service processes.
- Strategic Trend Analysis: Identify and interpret business trends, developing proactive strategies to strengthen internal stakeholder relationships. Collaborate with QA and Training teams to translate insights into actionable process improvements.
- Service Level Achievement: Partner with cross-functional teams to maintain and exceed high-quality Service Level Agreements (SLAs) for all clients.
- Professional Communication: Communicate with discretion and professionalism, safeguarding confidential information.
Team Leadership and Development:
- Empower Team Performance: Supervise and lead Customer Service Representatives, providing guidance, support, and fostering a high-performance culture.
- Mentorship and Skill Development: Mentor staff, ensuring they possess the necessary skills and knowledge to excel in their roles.
- Employee Relations: Address employee concerns and resolve issues promptly and effectively.
- Client Partnership: Collaborate with Account Management to explain procedures and recommend actionable solutions to enhance client satisfaction.
- Knowledge Management: Maintain a comprehensive Servicing Request for Proposal (RFP) library,encompassing processes and Frequently Asked Questions (FAQs).
- Strategic Execution: Execute additional directives as provided by the Director of Care Operations.
Data-Driven Performance Analysis:
- Metric Monitoring: Track and analyze key customer service metrics, including Average Speed to Answer (ASA), After Call Time, Average Handle Time (AHT), and Customer Satisfaction (CSAT), to drive performance improvements.
- Insightful Reporting: Prepare and present detailed reports on customer service performance, delivering actionable insights to management.
Who You Are:
- Educational Foundation: Bachelor’s degree in Business, Technology, Operations, or a related field; or a minimum of 5 years of supervisory experience in customer service, sales, or account management.
- System Savvy: Demonstrates thorough understanding of core business applications and support systems, and how they interact.
- Growth Mindset: Embraces feedback as a learning opportunity and exhibits a continuous desire for professional growth.
- Communication Mastery: Possesses exceptional verbal and written communication skills, coupled with strong attention to detail, listening, and analytical abilities.
- Relationship Builder: Excels at building and maintaining positive client relationships, demonstrating empathy and effective conflict management.
- Analytical Prowess: Ability to analyze data and extract actionable insights to drive customer service improvements.
- Technical Proficiency: Proficient in customer service software and tools, with a strong grasp of customer care processes and techniques.
- Multitasking Expert: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Self-Driven: Capable of meeting strict deadlines with minimal supervision.
- Software Competency: Comfortable using Microsoft and Google suite of products.
- Travel Flexibility: Willingness to travel for client meetings and conferences, as required.
For a list of our Perks + Benefits, click here!
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: $75,000 to $80,000.
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).
