About this role
Care.com's Enterprise solution (CareBenefits by Care.com) provides employees with care options for almost any set of circumstances — from parents to executives on the go, our services help busy people make it work when they are at work. Backup Care is one of the cornerstone benefits of our Enterprise portfolio, helping employees fill last-minute gaps in care for children, adults, and pets so they can show up for work. The VP, Backup Care Network & Fulfillment is the senior leader accountable for the operational engine behind this benefit — the nationwide (and increasingly global) network of caregivers and care centers, the fulfillment experience that matches members to care in moments of urgency, and the reimbursement/claims operation that supports personal-network care. This role leads the Enterprise Operations team and owns the end-to-end member experience from request to resolution, ensuring speed, quality, and reliability at scale.
What You'll Be Working On:
Own the strategy, performance, and P&L impact of the Backup Care network and fulfillment operation across children, adult/senior, and pet careLead and scale the Enterprise Operations team responsible for caregiver/center sourcing, vetting, network adequacy, and day-to-day fulfillmentSet and drive operational KPIs (fill rate, time-to-match, member satisfaction, cost-per-fulfillment) and build the reporting infrastructure to track themBuild and maintain a high-quality, geographically dense caregiver and care center network, including in-home providers, centers, and campsPartner with Product and Engineering to improve matching algorithms, self-service booking tools, and automation that reduce manual fulfillment effortDevelop escalation and contingency protocols for high-demand periods (school closures, holidays, weather events, seasonal surges)Partner with Account Management and Sales to support utilization reporting, client renewals, and RFP responses with operational data and network capabilityCollaborate with Trust & Safety and Compliance to ensure all caregivers and centers meet vetting, background check, and licensing standardsManage vendor and staffing agency relationships that supplement the core caregiver network in high-demand or underserved marketsPartner with Finance and Pricing on cost-per-day modeling, network economics, and margin management for the Backup Care line of businessDrive continuous improvement initiatives to increase fill rates, reduce cost-to-serve, and elevate the member and caregiver experienceRepresent Backup Care operations in executive reviews, board updates, and client-facing Quarterly Business Reviews as needed 10+ years leading operations, marketplace fulfillment, network management, or service delivery teams, with 5+ years in a senior/VP-level leadership roleProven experience managing large, geographically distributed networks of service providers, vendors, or contractors at scaleTrack record of building and scaling operations teams in a high-growth, high-urgency, consumer or marketplace environmentStrong analytical skills with experience setting and managing operational KPIs, SLAs, and P&L-linked metricsExperience with claims, reimbursement, or benefits administration operations is a strong plusDeep understanding of two-sided marketplace dynamics (supply/demand balancing, network density, fulfillment economics)Excellent cross-functional leadership skills, with experience partnering across Product, Engineering, Sales, Account Management, and FinanceComfort operating in ambiguity and building scalable processes from the ground upStrong people leadership skills with experience building, mentoring, and retaining high-performing operations teamsExperience with workforce/vendor management systems, CRM tools (Salesforce), and data/reporting platformsAbility to travel as needed to support vendor and network partnershipsNice to have:
Experience in caregiving, healthcare services, staffing, or benefits administration industriesExperience scaling operations internationallyLocal to Dallas Texas or open to relocating is highly preferred Due to business, legal, and payroll considerations, Care.com is unable to hire candidates who reside in the following states: Alaska (AK), Arkansas (AR), California (CA), Delaware (DE), Hawaii (HI), Iowa (IA), Idaho (ID), Maine (ME), Minnesota (MN), Mississippi (MS), Montana (MT), North Dakota (ND), Nevada (NV), Oregon (OR), Rhode Island (RI), South Dakota (SD), Washington (WA), West Virginia (WV), Wyoming (WY), Vermont (VT).
Salary Range: $200,000 to $220,000 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).
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