Director of 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 Director of Operations will play a key role in managing Care.com’s consumer/digital platform operations, ensuring a seamless and efficient experience for users. This role will focus on optimizing operational processes, enhancing member experience, and ensuring continuous improvement. The Director will work closely with cross-functional teams, including product, marketing, and legal, to drive efficiencies and ensure strong operational performance.

A key component of this role is supporting Business Process Outsourcing (BPO) operations, ensuring alignment with Care.com’s service standards. The Director will oversee vendor relationships, monitor performance, and identify opportunities for improvement. This role requires strong leadership, problem-solving skills, and cross-functional collaboration.

Key Responsibilities:

Drive operational efficiencies across multiple functional areas to support growth and scale.

Manage and optimize BPO partnerships, ensuring smooth integration between internal teams and external vendors.

Collaborate with product, marketing, and legal teams to ensure alignment between operational capabilities and business objectives.

Monitor key performance indicators (KPIs) related to customer experience, response times, and platform operations.

Support initiatives to enhance customer experience through improved operational processes.

Assist in budget planning and resource allocation to maximize impact and efficiency.

Partner with leadership to refine operational strategies that align with business needs.

Contribute to platform servicing, safety operations, and customer support functions to enhance member satisfaction.

What You’ll Be Working On:

Managing an operational framework that supports efficiency and service quality.

Overseeing vendor relationships and ensuring service excellence through BPO management.

Enhancing customer service by tracking and optimizing key metrics, including NPS and response times.

Implementing technology solutions that improve operational processes and customer insights.

Supporting the development of new programs to improve safety, servicing, and platform operations.

Aligning operational improvements with marketing and product team goals.

What You’ll Need to Succeed:

9+ years of experience in operations leadership, preferably in a marketplace or digital platform environment.

4+ years experience managing large distributed operation teams.

Experience managing BPO partnerships, including vendor selection and performance management.

Strong problem-solving skills with the ability to operate in a fast-paced, evolving business landscape.

Excellent communication and organizational skills, with the ability to collaborate across departments.

Data-driven mindset with strong analytical capabilities to drive decision-making.

Ability to lead initiatives that improve efficiency and customer experience.

Bachelor’s degree in Business Administration or related field required. MBA is a plus.

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 talent@care.com.

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: $130,000 - $160,000
The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary based on work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package, which includes annual bonuses, short- and long-term incentives, health insurance, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).