Jobs at Care.com

Own and evolve Care.com’s Amazon Connect Consumer telecom platform, including contact flows, routing, IVR, voice, SMS, chat, integrations, monitoring, and automation. Support Linux and Windows infrastructure in AWS, manage infrastructure as code with Terraform and Ansible, and maintain reliability, security, patching, and recoverability. Serve as an L3 escalation point, participate in on-call operations, respond to incidents, and support PCI, SOX, and SOC 2 compliance efforts.

Lead a nine-person Pricing and Subscription engineering team delivering pricing, promotions, checkout, and subscription experiences. Partner with Product, Finance, Marketing, and Data to shape the roadmap, drive experimentation, and guide technical decisions. Remain hands-on through design and code reviews, debugging, and platform modernization toward event-driven architecture. Ensure reliable, scalable, secure systems while overseeing on-call operations. Recruit, mentor, and develop engineers and communicate business impact to executives and cross-functional leaders.

Build and enhance scalable backend systems powering search, ranking, and matching. Lead AI-driven initiatives from concept through production, measurement, and iteration. Design microservices and distributed systems, collaborate with product and engineering teams, write tested code, support production reliability, and improve performance. The role requires strong Java and Spring expertise, cloud experience, APIs, data modeling, databases, caching, search technologies, and modern CI/CD practices. Full-stack experience and knowledge of GraphQL, Kubernetes, gRPC, or observability tools are beneficial.

Design end-to-end experiences across desktop, mobile web, iOS, and Android. Lead user research, A/B testing, information architecture, interactive prototyping, and design workshops. Synthesize qualitative and quantitative insights with stakeholder feedback to develop intuitive solutions. Collaborate across design, content, engineering, and support teams while working within large design systems. Present design decisions, mentor junior designers, and deliver consistent experiences across multiple platforms.

Owns Care.com's Voice of the Customer program, analyzing large-scale survey, review, account-management, and contact-center feedback. Leads a VOC Insights Analyst and translates quantitative and qualitative findings into actionable recommendations for Product, Design, Operations, and other stakeholders. Oversees NPS, CSAT, and customer-effort measurement frameworks, survey methodology, taxonomy, reporting, and program expansion. Uses AI and text analytics to identify themes and trends, influence roadmaps, and improve member experiences.

Own the CareBenefits product strategy, roadmap, and customer experience. Lead cross-functional initiatives from discovery through launch, define requirements and success metrics, analyze customer and market insights, and influence engineering, design, and executive stakeholders. Drive scalable solutions, prioritize backlogs, measure outcomes, and balance innovation with operational excellence while delivering measurable customer and business value.

Researches and evaluates care providers to meet members’ needs across childcare, aging, emotional wellness, disability, and financial resources. Uses databases, internet, and AI tools to locate, map, contact, and pre-screen providers. Maintains accurate case documentation, meets productivity and quality standards, manages workflows and service-level agreements, and communicates professionally with members and providers.

Leads technical product teams focused on trust and safety across a consumer marketplace. Owns product vision, roadmaps, automation, and execution for background checks, continuous monitoring, payment fraud detection, identity verification, and customer-support tooling. Partners with operations, engineering, legal, marketing, and analytics teams; defines benchmarks and dashboards; conducts market research; prioritizes deliverables; and drives quality improvements across platforms.

Supervises workforce management for outsourced BPO customer care partners. Owns scheduling, forecasting, staffing, adherence, queue performance, service levels, scorecards, and corrective actions. Coordinates readiness for workflow and policy changes, product launches, outages, absenteeism, and peak periods. Supports onboarding, process improvements, and escalation of system or policy issues while ensuring Trust & Safety operations meet KPIs and SLAs.

Leads the Premium Client Solutions team, ensuring high-touch service, operational execution, escalation management, and process improvement for strategic clients. Serves as the Dallas operations site leader, partnering with HR and functional leaders on employee relations, engagement, retention, communication, and workplace effectiveness. Uses operational metrics to identify risks and improve service delivery while coordinating cross-functional initiatives and supporting day-to-day operations.

Generate new enterprise business for Care Benefits by building executive-level relationships, managing territory pipelines, negotiating and closing large deals, achieving revenue quotas, and developing strategic partnerships. The role sells family care benefits to HR, Finance, and IT organizations, engages Fortune 500 decision-makers, maintains sales data, and collaborates with management on sales and financial metrics.