Job Post

Manager, Safety Operations

Care.com
77 4th Avenue
Waltham, MA 02451

Care.com is the largest and fastest-growing technology platform for online care services, helping families, businesses, and corporate employees find high-quality care for their kids, pets, parents, and homes. Were seeking an innovative, entrepreneurial, and genuinely nice person to join our collaborative team. Ifthatdescribes you, we want to hear from you! A career at Care.com offers countless ways to grow and have a real effect on a young, exciting company.

Overview:

Care.com is looking for an Operations Manager to manage the Trust & Safety team. This team is responsible for:

  • Reviewing all safety related complaints
  • Reviewing and vetting member-generated content to ensure quality and safety guidelines are met
  • Conducting additional investigation on some members
  • Supporting the security and safety of the Care.com Community

The manager will be responsible for the following:

  • Identify and manage response to safety escalations, including case investigation and management of reporting process
  • Ongoing business process analyses to establish and implement continuous improvement
  • Prioritize improvement projects and conduct cost/benefit analyses as necessary
  • Partner with legal, product and engineering to ensure proper scope and application of internal screening tools
  • Investigate, test and triage safety-related bugs and assist with resolution of customer-facing follow up
  • Conduct analysis and report on weekly operational KPIs and adjust processes as necessary to ensure team SLAs and goals are being met
  • Hire, coach and develop team supervisors to ensure team standards are being met and team goals can be accomplished at all times
  • Analyze, develop and refine safety process and guidelines as needed
  • Ensure all team SLAs are met and costs are contained
  • Manage team goals
  • Conduct weekly 1:1s and full team meetings
  • Work with outsourcing partners to ensure consistent performance and cost containment

This position will work cross-functionally with Operations, Legal and Product.

Required Skills:

  • Exceptional analytical skills
  • Exceptional management and leadership skills
  • Demonstrated change management and influencing skills
  • Excellent organizational and multi-tasking skills
  • Effective problem solving skills and ability to make decisions in a timely manner
  • Strong communication and presentation skills
  • Strong attention to detail with focus on process
  • Proficient with Salesforce, PowerPoint, Excel spreadsheets and reporting tools
  • Ability to establish priorities for yourself and your team and work independently and efficiently
  • Ability to build relationships and trust among team members and embody Care.coms mission/values in working with team members
  • Must be enthusiastic, flexible, adaptable and possess a sense of humor
  • 2+ years of experience in a professional environment; managing a remote team a plus
  • Preference given to candidates with criminology or law enforcement backgrounds and/or platform safety experience

Education/Other Pre-requisites:

BA/BS or equivalent work experience

Care.com

Since launching in 2007, Care.com (NYSE: CRCM) has been committed to solving the complex care challenges that impact families, caregivers, employers, and care service companies. Today, Care.com is the world's largest online destination for finding and managing family care, with 17.7 million families and 13.1 million caregivers* across more than 20 countries, including the U.S., UK, Canada and parts of Western Europe, and approximately 1.5 million employees of corporate clients having access to our services. Spanning child care to senior care, pet care, housekeeping and more, Care.com provides a sweeping array of services for families and caregivers to find, manage and pay for care or find employment. These include: a comprehensive suite of safety tools and resources members may use to help make more informed hiring decisions - such as third-party background check services, monitored messaging, and tips on hiring best practices; easy ways for caregivers to be paid online or via mobile app; and Care.com Benefits, including the household payroll and tax services provided by Care.com HomePay and the Care Benefit Bucks program, a peer-to-peer pooled, portable benefits platform funded by household employer contributions which provides caregivers access to professional benefits. For enterprise clients, Care.com builds customized benefits packages covering child care, back up care and senior care consulting services through its Care@Work business, and serves care businesses with marketing and recruiting support. Headquartered in Waltham, Massachusetts, Care.com has offices in Berlin, Austin and the San Francisco Bay area.

*As of September 2018

Care.com supports diverse families and communities and seeks employees who are just as diverse. As an equal opportunity employer, Care.com recognizes the power of a diverse workforce and encourages applications from individuals with varied experiences, perspectives, and backgrounds.

Category: Corporate Functions
Full-time

See What It's Like To Work Here

Mission Meets Technology.

Today, Care.com is the world’s largest online destination for finding and managing family care, with 19.5 million members across 16 different countries, and approximately half a million employees of corporate clients having access to our services. 

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