VP, Backup Care Network & Fulfillment

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.
What You'll Be Working On:
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
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
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 have:
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

Employment type
Full-time

Work arrangement
Yes