Manager, Operations (Vendor Services)

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.

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

What Your Days Will Be Like:

The Operations Manager will play a key role in supporting Care.com's consumer/digital platform operations. This role is responsible for managing and optimizing operational processes to enhance member experience, streamline workflows, and support business growth. The Operations Manager will focus on driving efficiencies, overseeing vendor relationships, and ensuring high service quality across operations, including trust & safety and customer experience.

A significant aspect of this role involves working closely with Business Process Outsourcing (BPO) partners to align with Care.com's operational and service standards. The Operations Manager will develop and maintain strategic relationships with offshore BPO partners across multiple geographies. The Operations Manager will collaborate with internal teams to ensure that processes are continuously improved to meet evolving business needs. This role requires a hands-on problem solver with strong execution skills and the ability to work across multiple teams to implement operational strategies effectively.

Key Responsibilities:

• Support operational growth by identifying and implementing process improvements to enhance efficiency and service delivery.
• Manage day-to-day BPO operations, ensuring vendors meet performance and service level expectations.
• Lead and manage the full lifecycle of RFP and RFI processes, including vendor selection, evaluation criteria development, and contract negotiations.
• Develop and maintain strategic offshore BPO relationships across multiple geographies, including performance management and SLA enforcement.
• Act as a key liaison between internal teams and external partners, ensuring smooth collaboration and alignment with business goals.
• Monitor and analyze key performance indicators (KPIs), including customer satisfaction, NPS, response times, and platform integrity.
• Design and implement advanced analytics frameworks to measure operational efficiency, vendor performance, and cost optimization.
• Partner with product, marketing, and customer support teams to integrate operational insights into strategic decision-making.
• Assist in budget management, ensuring resources are allocated effectively to support operational goals.
• Translate Voice of the Customer (VOC) insights into actionable recommendations to improve user experience.

What You'll Be Working On:

• Executing and optimizing operational processes that improve member experience and platform performance.
• Managing relationships with BPO vendors, tracking performance metrics, and driving improvements in service quality.
• Creating comprehensive RFIs and RFPs to identify optimal BPO partners that align with Care.com's operational goals and cost targets.
• Implementing robust governance models for offshore BPO operations to ensure consistent quality and performance.
• Leveraging data analytics and knowledge to drive continuous improvement in vendor performance and operational processes.
• Collaborating with cross-functional teams to align operational strategies with company objectives.
• Identifying and addressing operational challenges through data analysis and problem-solving.

What You'll Need to Succeed:

• 5+ years of experience in operations management, with at least 3 years specifically managing offshore BPO relationships.
• Demonstrated experience in creating, managing, and evaluating RFPs and RFIs for vendor selection.
• Strong analytical skills with proficiency in advanced data analysis tools (Tableau, Power BI, SQL) to develop actionable insights.
• Experience working with BPO vendors, managing service quality, and optimizing outsourced operations.
• Experience in developing vendor scorecards, KPI dashboards, and performance