Sr. Director, Voice of the Customer

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. We apply data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you’re passionate about leveraging your talent for good and want to make a meaningful impact, Care.com is the place for you.

Position Overview: As Senior Director, Shared Services, you will own and lead Care.com’s VOC strategy across both the Enterprise and Consumer business units as well as the necessary shared services to ensure that customer insights are at the core of our decision-making processes including prioritizing features on our product roadmaps and refining/establishing customer policies. These shared services include business operations, training, and QA which should reflect a central focus on driving the voice of the customer in everything we do. Specific to your VOC responsibilities, you will oversee the voice of the customer across multiple constituents including consumers from our consumer platform, Enterprise clients (HR departments and Members of client companies), HomePay customers, International customers, and our backup Care partners (W2 caregivers, agencies and centers). Additionally, you will be responsible for synthesizing the agent experience (both on-shore and off-shore) and utilizing feedback from that group of constituents to implement new tools and capabilities to enhance their workflows. You’ll collaborate with cross-functional teams to translate customer feedback into actionable insights that improve product offerings, enhance the member experience, and inform strategic business decisions. This role requires a deep understanding of customer experience management, data analysis, and VOC methodologies, and a passion for championing the customer’s voice throughout the organization. 

Key Responsibilities:

• VOC Strategy: Develop and lead Care.com's VOC strategy to ensure a comprehensive understanding of customer needs, pain points, and expectations across all touchpoints.
• Cross-functional Collaboration: Partner with Product, Marketing, Vertical GMs, and Legal teams to align customer feedback with product roadmaps, marketing strategies, and operational processes.
• Customer Insights: Build and maintain a robust VOC program that captures quantitative and qualitative feedback from multiple channels, including surveys, reviews, social media, and support interactions.
• Data Analysis: Analyze customer feedback, identify trends, and generate actionable insights. Use data to inform key business decisions, product enhancements, and marketing strategies.
• Customer Advocacy: Act as the primary advocate for Care.com’s direct consumers and enterprise customers, ensuring that their needs and experiences are prioritized in product and operational decisions.
• VOC Program Management: Establish and maintain VOC tools, methodologies, and reporting frameworks. Implement best practices to continuously refine and improve how we collect and act on customer feedback.
• KPI Management: Develop and track key metrics related to customer satisfaction (CSAT), Net Promoter Score (NPS), and other relevant VOC indicators. Regularly report findings to executive leadership and key stakeholders.
• Customer Journey Mapping: Collaborate with cross-functional teams to map out the end-to-end customer journey and identify opportunities for enhancing the customer experience.
• Management of training certification programs for Customer Care, Enterprise Care Specialists, Enterprise BUC, Trust and Safety, Sales, LifeCare, and Expert Assistance functions
• Content and Training Creation: Guide standards, systems, and best practices for content and training creation, distribution, maintenance, retrieval, and re-purposing of Enterprise-wide content. 
• Content Management System: manage and maintain internal and external knowledge management system content.
• Business Operations Project Management: ensure all new initiatives (features, policies, and products) are integrated across the CEX team and reviewed with all cross-functional partners. 
• Team Leadership: Hire, coach, and manage a growing team of VOC, Business Ops, Training & QA professionals. Provide day-to