Manager, Operations

Care.com•Dallas, TX

13d•Hybrid

About The Position

As our Manager, Operations, you will lead our Premium Client Solutions team, a white-glove operations team dedicated to supporting key strategic clients. You will be responsible for ensuring this team delivers exceptional service, strong operational execution, and proactive support for our most important client relationships. In addition to leading this team, you will serve as an onsite operational leader and resource for the broader Dallas Operations organization. In this capacity, you will partner with VP of Operations & functional leaders to support day-to-day execution, facilitate cross-team collaboration, address operational challenges, and ensure a consistent and effective onsite operating environment.

Requirements

3+ years of progressive experience in operations management, preferably in a high-volume customer service, contact center, client services, or service delivery environment.
Experience developing teams, setting clear expectations, coaching performance, and building a culture of accountability and engagement.
Ability to move comfortably between long-term improvement initiatives and the immediate operational needs of the business.
Skilled at influencing outcomes, building strong partnerships, and leading through collaboration rather than relying solely on formal authority.
Understanding of the importance of delivering a high-touch experience to strategic clients and ability to translate client needs into operational action.
Proactively identify risks, understand root causes, and develop practical solutions that balance client, employee, and business needs.
Comfortable using operational data and performance metrics to identify trends, make decisions, and measure impact.
Effective communication with frontline employees, managers, cross-functional partners, and senior leadership.
Ability to navigate competing priorities.
Thrive in a fast-paced environment and effectively manage multiple priorities while remaining focused on business and client outcomes.
Build trust across teams and comfortable operating in a matrixed environment where success depends on strong cross-functional partnership.

Responsibilities

Manage and develop the Premium Client Solutions team responsible for delivering high-touch, white-glove support to key strategic clients.
Work closely with VP of Operations, HR and functional leaders to address employee relations matters, organizational needs, and other people-related issues in Dallas location.
Ensure the team consistently delivers responsive, proactive, and high-quality service aligned with the unique needs of premium clients.
Establish clear priorities, workflows, and operating rhythms that enable the team to effectively manage client needs and deliver against commitments.
Serve as a senior operational escalation point for complex client and service issues, coordinating with internal teams to drive timely and effective resolution.
Leverage operational and client data to identify trends, risks, and opportunities to improve service delivery.
Work closely with Account Management, Vendor Relationship Management, Escalations, Product, and other partners to ensure alignment and a seamless client experience.
Identify and implement process improvements that enhance efficiency, service quality, and the Premium Client experience.
Serve as the primary on-site leader, point of escalation, and ambassador for Care.com's mission and values in the Dallas office.
Build and execute on-site employee engagement strategies designed to boost morale, strengthen connection to Care.com's broader culture, and reduce hourly employee turnover.
Establish local site communication channels, site-wide meetings, recognition programs, and social/community events.
Gather frontline feedback, identify localized operational friction points, and partner with HR to implement proactive solutions that improve employee sentiment and retention.
Maintain a safe, welcoming, and high-energy office environment that promotes collaboration and professional well-being.