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.

The Global Consumer Operations team is seeking a Program Manager for Vendor Operations who is passionate about providing a world-class client experience to Care.com's members. This Program Manager will be responsible for collaborating with internal operations teams to design service offerings, delivering exceptionally high service quality through third-party contact center partners, and driving continuous improvement of service processes.

What Your Days Will be Like:

• Manage service operations for multiple offshore vendor workforces (voice/email/chat) across multiple lines of business
• Partner with leadership to define KPIs and success criteria including management reporting on operational performance targets, workflow coverage, utilization, output/productivity, and quality
• Monitor progress against goals and hold vendors accountable for meeting and exceeding KPIs
• Drive exceptional service quality in all facets of the program and coordinating quality assurance efforts
• Manage short/medium/long term capacity planning for offshore teams - working with leadership and finance to define headcount needs, staffing plans and manage resourcing to execute against operational targets and achieve business objectives
• Drive continuous improvement efforts to improve operational performance and customer experience

What You'll Need to Succeed:

• BA/BS or equivalent 4-year university degree
• 3+ years experience in an operational role (outsourcing exposure preferred) 
• Experience with both front-office and back-office customer support environments
• Program management, communication, stakeholder management, negotiating, and influencing skills with a track record of achieving engagement from senior and cross-functional stakeholders
• Self-starter, experience working as part of a global, cross-functional team
• Analytical skills
• Experience working with contact centers

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].**

___________________________________________________________________________________________________________________________

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).