Operations Manager

Job Description

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.

Team Management

• 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.

On-Site Leadership

• 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

Qualifications

• You bring 3+ years of progressive experience in operations management, preferably in a high-volume customer service, contact center, client services, or service delivery environment.
• You have experience developing teams, setting clear expectations, coaching performance, and building a culture of accountability and engagement.
• You can move comfortably between long-term improvement initiatives and the immediate operational needs of the business.
• You are skilled at influencing outcomes, building strong partnerships, and leading through collaboration rather than relying solely on formal authority.
• You understand the importance of delivering a high-touch experience to strategic clients and can translate client needs into operational action.
• You proactively identify risks, understand root causes, and develop practical solutions that balance client, employee, and business needs.
• You are comfortable using operational data and performance metrics to identify trends, make decisions, and measure impact.
• You communicate effectively with frontline employees, managers, cross-functional partners, and senior leadership and are comfortable navigating competing priorities.
• You thrive in a fast-paced environment and can effectively manage multiple priorities while remaining focused on business and client outcomes.
• You build trust across teams and are comfortable operating in a matrixed environment where success depends on strong cross-functional partnership.
• This role is based in the Dallas office and requires regular onsite presence three days per week to support Premium Client Solutions and broader Operations leadership responsibilities.

Additional Information

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.

Hourly Rate: $70,000 - $80,000 The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

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Compensation: 70000 to 80000 (USD) (YEARLY)