VP, Backup Care Network & Fulfillment

Care.com • Dallas, TX

2d • Remote

About The Position

Care.com's Enterprise solution (CareBenefits by Care.com) provides employees with care options for almost any set of circumstances — from parents to executives on the go, our services help busy people make it work when they are at work. Backup Care is one of the cornerstone benefits of our Enterprise portfolio, helping employees fill last-minute gaps in care for children, adults, and pets so they can show up for work. The VP, Backup Care Network & Fulfillment is the senior leader accountable for the operational engine behind this benefit — the nationwide (and increasingly global) network of caregivers and care centers, the fulfillment experience that matches members to care in moments of urgency, and the reimbursement/claims operation that supports personal-network care. This role leads the Enterprise Operations team and owns the end-to-end member experience from request to resolution, ensuring speed, quality, and reliability at scale.

Requirements

• 10+ years leading operations, marketplace fulfillment, network management, or service delivery teams, with 5+ years in a senior/VP-level leadership role
• Proven experience managing large, geographically distributed networks of service providers, vendors, or contractors at scale
• Track record of building and scaling operations teams in a high-growth, high-urgency, consumer or marketplace environment
• Strong analytical skills with experience setting and managing operational KPIs, SLAs, and P&L-linked metrics
• Experience with claims, reimbursement, or benefits administration operations is a strong plus
• Deep understanding of two-sided marketplace dynamics (supply/demand balancing, network density, fulfillment economics)
• Excellent cross-functional leadership skills, with experience partnering across Product, Engineering, Sales, Account Management, and Finance
• Comfort operating in ambiguity and building scalable processes from the ground up
• Strong people leadership skills with experience building, mentoring, and retaining high-performing operations teams
• Experience with workforce/vendor management systems, CRM tools (Salesforce), and data/reporting platforms
• Ability to travel as needed to support vendor and network partnerships

Nice To Haves

• Experience in caregiving, healthcare services, staffing, or benefits administration industries
• Experience scaling operations internationally
• Local to Dallas Texas or open to relocating is highly preferred

Responsibilities

• Own the strategy, performance, and P&L impact of the Backup Care network and fulfillment operation across children, adult/senior, and pet care
• Lead and scale the Enterprise Operations team responsible for caregiver/center sourcing, vetting, network adequacy, and day-to-day fulfillment
• Set and drive operational KPIs (fill rate, time-to-match, member satisfaction, cost-per-fulfillment) and build the reporting infrastructure to track them
• Build and maintain a high-quality, geographically dense caregiver and care center network, including in-home providers, centers, and camps
• Oversee the personal network reimbursement and claims process, ensuring accuracy, timeliness, and a low-friction member experience
• Partner with Product and Engineering to improve matching algorithms, self-service booking tools, and automation that reduce manual fulfillment effort
• Develop escalation and contingency protocols for high-demand periods (school closures, holidays, weather events, seasonal surges)
• Partner with Account Management and Sales to support utilization reporting, client renewals, and RFP responses with operational data and network capability
• Collaborate with Trust & Safety and Compliance to ensure all caregivers and centers meet vetting, background check, and licensing standards
• Manage vendor and staffing agency relationships that supplement the core caregiver network in high-demand or underserved markets
• Partner with Finance and Pricing on cost-per-day modeling, network economics, and margin management for the Backup Care line of business
• Drive continuous improvement initiatives to increase fill rates, reduce cost-to-serve, and elevate the member and caregiver experience
• Represent Backup Care operations in executive reviews, board updates, and client-facing Quarterly Business Reviews as needed

Benefits

• health insurance coverage
• life, and disability insurance
• a generous 401K employer matching program
• paid holidays
• paid time off (PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed