Manager, Backup Care Operations

Summary

Join Care.com as the Backup Care Operations Manager and drive exceptional customer service and operational excellence. You will optimize daily operations, develop innovative processes, and lead performance management initiatives for the Backup Care servicing team. Collaborate with key stakeholders, including Vendor Relationship, Account Management, Product, and Escalations teams. Responsibilities include overseeing service delivery, developing customer service policies, analyzing customer feedback, identifying business trends, and maintaining high-quality SLAs. You will also supervise and mentor Customer Service Representatives, address employee concerns, and collaborate with Account Management to enhance client satisfaction. Finally, you will track and analyze key customer service metrics and prepare performance reports for management.

Requirements

• Educational Foundation: Bachelor’s degree in Business, Technology, Operations, or a related field; or a minimum of 5 years of supervisory experience in customer service, sales, or account management
• System Savvy: Demonstrates thorough understanding of core business applications and support systems, and how they interact
• Growth Mindset: Embraces feedback as a learning opportunity and exhibits a continuous desire for professional growth
• Communication Mastery: Possesses exceptional verbal and written communication skills, coupled with strong attention to detail, listening, and analytical abilities
• Relationship Builder: Excels at building and maintaining positive client relationships, demonstrating empathy and effective conflict management
• Analytical Prowess: Ability to analyze data and extract actionable insights to drive customer service improvements
• Technical Proficiency: Proficient in customer service software and tools, with a strong grasp of customer care processes and techniques
• Multitasking Expert: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Self-Driven: Capable of meeting strict deadlines with minimal supervision
• Software Competency: Comfortable using Microsoft and Google suite of products
• Travel Flexibility: Willingness to travel for client meetings and conferences, as required

Responsibilities

• Optimize Service Delivery: Oversee daily operations of the Backup Care servicing team, ensuring seamless and efficient service delivery
• Process Innovation: Develop and implement robust customer service policies, procedures, and workflows to enhance operational efficiency
• Customer-Centric Improvement: Analyze customer feedback to pinpoint areas for improvement, driving continuous enhancement of service processes
• Strategic Trend Analysis: Identify and interpret business trends, developing proactive strategies to strengthen internal stakeholder relationships. Collaborate with QA and Training teams to translate insights into actionable process improvements
• Service Level Achievement: Partner with cross-functional teams to maintain and exceed high-quality Service Level Agreements (SLAs) for all clients
• Professional Communication: Communicate with discretion and professionalism, safeguarding confidential information
• Empower Team Performance: Supervise and lead Customer Service Representatives, providing guidance, support, and fostering a high-performance culture
• Mentorship and Skill Development: Mentor staff, ensuring they possess the necessary skills and knowledge to excel in their roles
• Employee Relations: Address employee concerns and resolve issues promptly and effectively
• Client Partnership: Collaborate with Account Management to explain procedures and recommend actionable solutions to enhance client satisfaction
• Knowledge Management: Maintain a comprehensive Servicing Request for Proposal (RFP) library, encompassing processes and Frequently Asked Questions (FAQs)
• Strategic Execution: Execute additional directives as provided by the Director of Care Operations
• Metric Monitoring: Track and analyze key customer service metrics, including Average Speed to Answer (ASA), After Call Time, Average Handle Time (AHT), and Customer Satisfaction (CSAT), to drive performance improvements
• Insightful Reporting: Prepare and present detailed reports on customer service performance, delivering actionable insights to management

Benefits

• Health insurance coverage
• Life, and disability insurance
• A generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)
• Annual bonuses and short- and long-term incentives