VP, Backup Care Network & Fulfillment

Care.com • Dallas, TX

17d • $200,000 - $220,000

About The Position

Care.com’s Enterprise solution, CareBenefits by Care.com, provides care options to employees, including backup care for children, adults, and pets. The VP, Backup Care Network & Fulfillment is the senior leader responsible 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, and the reimbursement and claims operation for personal-network care. This role leads the Enterprise Operations team and owns the end-to-end member experience from request to resolution, with a focus on speed, quality, and reliability at scale.

The role owns the strategy, performance, and P&L impact of the Backup Care network and fulfillment operation across child, adult/senior, and pet care. It leads caregiver and center sourcing, vetting, network adequacy, and day-to-day fulfillment; develops operational KPIs and reporting; and works across Product, Engineering, Sales, Account Management, Trust & Safety, Compliance, Finance, and Pricing. The position also manages vendors and staffing agencies, advances continuous improvement, and represents Backup Care operations in executive, board, and client-facing reviews. Travel may be required to support vendor and network partnerships.

Requirements

• 10+ years leading operations, marketplace fulfillment, network management, or service delivery teams, including 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 and experience setting and managing operational KPIs, SLAs, and P&L-linked metrics.
• Deep understanding of two-sided marketplace dynamics, including supply/demand balancing, network density, and fulfillment economics.
• Excellent cross-functional leadership skills and 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 such as Salesforce, and data/reporting platforms.
• Ability to travel as needed to support vendor and network partnerships.

Nice To Haves

• Experience with claims, reimbursement, or benefits administration operations.
• 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 and care center sourcing, vetting, network adequacy, and day-to-day fulfillment.
• Set and drive operational KPIs, including fill rate, time-to-match, member satisfaction, and cost-per-fulfillment, and build reporting infrastructure to track them.
• Build and maintain a high-quality, geographically dense network of caregivers and care centers, including in-home providers, centers, and camps.
• 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, including school closures, holidays, weather events, and seasonal surges.
• Partner with Account Management and Sales to support utilization reporting, client renewals, and RFP responses with operational data and network capabilities.
• Collaborate with Trust & Safety and Compliance to ensure 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 improve the member and caregiver experience.
• Represent Backup Care operations in executive reviews, board updates, and client-facing Quarterly Business Reviews as needed.
• Travel as needed to support vendor and network partnerships.

Benefits

• Health insurance coverage
• Life insurance
• Disability insurance
• 401(k) employer matching
• Paid holidays
• Paid time off (PTO)
• Annual bonuses and short- and long-term incentives may be offered as other rewards

What This Job Offers

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