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. 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.

What Your Days Will be Like: 

Care.com is looking for an Operations Manager to manage the Global Consumer Operations Analytics team.  This team is responsible for:

• Centralized support and analysis of all Consumer Operations team reporting, including KPIs, data requests, scorecards, etc.
• Development and maintenance of Tableau dashboards and data visualization

What You'll Be Working On: 

• Develop and lead the GCO reporting and analytics strategy
• Develop and optimize productivity reports, KPI reports, ad hoc reports, and dashboards for all Consumer Operations teams
• Act as a liaison between the operations, Data Warehouse, finance, product, and IT teams to implement reports and operational improvements
• Ongoing business process analyses, development, and refinement to establish continuous improvement and establish processes for new initiatives
• Work with various teams to ensure accurate data is available within reporting tools across multiple platforms
• Oversee the work of junior analysts by providing technical and process guidance
• Analyze data and business processes to recommend strategic improvements
• Coordinate workload with junior analysts and with resources across multiple time zones and cultures
• Provide mentorship and technical guidance to a small team of junior analysts 
• Provide regular feedback including mid-year and yearly performance reviews

What You’ll Need to Succeed:

• Bachelor’s Degree in Math, Statistics, Computer Science, Information Systems or related field, or an equivalent combination of education and experience
• 5+ years of relevant business process optimization and analytical experience
• 2+ years of relevant people management experience
• Experience in contact center operations a plus
• Expert knowledge of Microsoft Excel, SQL and Tableau
• Expert analytical skills with a strong understanding of data warehousing and data schemas
• A proactive attitude to resolve problems and deliver results
• Excited about learning new technologies and creating a great customer experience
• High level of organization and attention to detail
• Must be creative and comfortable translating business requirements into technical requirements
• Comfortable working on multiple projects at one time
• Comfortable delegating and overseeing work of junior analysts
• Must work well within a remote, collaborative team environment
• Ability to build relationships and trust among team members and embody Care.com’s mission/values in working with team members
• Must be enthusiastic, flexible, adaptable and possess a sense of humor

Preferred Qualifications: 

• Understands and demonstrates ability to learn the workflow and process requirements across global departments
• Understands contact center as a business function related to the reporting and data needed
• Ability to communicate with both technical and non-technical employees across the organization
• Ability to apply data and Lean or Six Sigma style analysis to contribute to operational excellence
• Ability to use analytical skills to influence and help global managers improve their operations

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 [email protected].**

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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).