Offering an array of services that enable families to find, manage and pay for care
Senior Manager, Caregiver Engagement
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.
Care.com is seeking a Senior Manager of Caregiver Engagement to create a best-in-class experience for the caregivers on our platform (also known as “providers”). Our providers offer quality childcare to families when their regular childcare falls through as part of the Care@Work Backup Care offering. This results-oriented and highly motivated individual will manage a team of caregiver supervisors and work on high impact cross-functional solutions to scale our network of providers.
You will be responsible for forecasting caregiver productivity and growth required to meet family demand across Care@Work clients and designing incentive structures that make our backup care offering highly attractive from a caregiver perspective. You will own the end to end provider journey from onboarding, training, pre- and post-booking communications and offboarding. You will also be responsible for continuous process refinements that increase caregiver productivity and positively impact the caregiver experience. Demonstrating business insight and analytical experience gained from results-oriented environments in the past as well as having a growth mindset will be instrumental in this role.
What You'll Be Working On:
- Coach a team of caregiver supervisors to effectively manage our caregiver network and ensure caregiver quality
- Intimately understand the caregiver experience and devise strategies to improve caregiver satisfaction, comprehension, and effectiveness when using the Care.com platform
- Drive process improvements across the entire caregiver journey that increase the efficiency of the team and positively impact the caregiver experience, including product enhancements, training initiatives, etc.
- Design and implement incentive structures that motivate caregivers to take more backup care jobs and encourage them to work during times of peak demand
- Be a subject matter expert on the caregiver journey, including churn predictors and re-engagement levers – optimizing for both cost and efficiency
- Lead the forecasting and planning for caregiver productivity and churn to meet projected demand
- Partner closely with the Provider Acquisition team to ensure there is sufficient caregiver growth across each market
- Develop, maintain, and analyze operational data using SQL, spreadsheets, and other analytical tools to effectively manage caregiver performance and supervisor quality
What You’ll Need to Succeed:
- 5+ years of business operations / consulting / strategy or related experience; some high-growth operations or startup experience is strongly preferred.
- 3-5 years of people management experience
- Highly developed business judgment, critical thinking skills, and the ability to use data to quickly establish the highest value priorities and develop a strategy to pursue them
- A clear and concise communicator who can synthesize information, highlight key takeaways, and offer meaningful insights
- Experience working cross-functionally and building strong relationships across internal teams to develop strategies and foster a cohesive and creative work environment.
- Ability to balance strong attention to detail with swift execution and results
- Analytical rigor and agility in using data to advise decisions. Ability to quickly identify data needed to analyze a situation and solve a problem, as well as experience dealing with data sets, manipulating data, and deriving insights
- Self-motivated, hands-on, and ability to self-serve to find information, analyze the data, make decisions, and test and adjust to drive execution
- Model and set a high bar for the team to think independently and creatively, communicate frequently and with high quality; then funnel that energy into refined processes and consistently excellent execution
- Experience working closely and communicating appropriately with internal and external partners in a rapid growth environment
- Strong computer skills with proficiency in Microsoft Office suite to include outstanding Excel and data management ability
*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 workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds.*
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).
Care.com at a glance
Care.com focuses on Marketplaces, Bridging Online and Offline, Local Services, Customer Service, and Tutoring. Their company has offices in San Francisco, Austin, Boston, Menlo Park, and Berlin. They have a large team that's between 201-500 employees. To date, Care.com has raised $156.85M of funding; their latest round was closed on June 2016.