Jobs at Care.com

Serve as the Chief Product and Technology Officer’s strategic proxy, coordinating roadmap prioritization, headcount forecasting, budgeting, resource allocation, planning cadences, and executive communications. Build operating mechanisms across Product and Engineering, influence senior leaders without formal authority, resolve cross-functional conflicts, and connect technology plans to company strategy and financial goals.

Supports business clients using Care.com’s advertising product by onboarding accounts, organizing and importing client data, setting up business profiles and schedules, creating training materials, resolving non-critical support issues, and helping retain clients through partner education. The role collaborates closely with sales and requires strong organization, communication, CRM experience, and spreadsheet proficiency. It follows a hybrid schedule in Dallas, working onsite Monday, Wednesday, and Thursday from 10 a.m. to 7 p.m. CT.

Supports the Financial Planning & Analysis team with financial modeling, forecasting, budgeting, business planning, metric analysis, and weekly and monthly reporting. The role analyzes business trends, prepares updates for finance leadership, supports deadlines across company divisions and subsidiaries, and assists with ad hoc finance projects.

Leads complex client success cases involving Connect account setup, verification, payouts, restrictions, technical troubleshooting, payment disputes, and escalations. Investigates issues using Stripe, documents JIRA escalations, creates knowledge-base guidance, manages sensitive records, and coaches junior specialists. Also performs general support, retention, payment-failure resolution, upsells, welcome calls, and priority support while meeting dispute win-rate, save-rate, ticket, and escalation goals.

Build and enhance scalable backend systems powering search, ranking, and matching for millions of users. Lead AI-driven initiatives from concept through production, measurement, and iteration. Develop microservices, APIs, and distributed systems; collaborate with product and engineering teams; write tested code; support production reliability; improve performance; and use data and AI to improve relevance and matching outcomes.

Build and maintain scalable backend systems powering search, ranking, and matching. Lead AI-driven initiatives from concept through production, develop microservices, translate product requirements into technical solutions, improve reliability and performance, support production systems, and collaborate with engineering, product, QA, and cross-functional teams.

Lead and grow LifeCare and PeopleSoft engineering teams while owning delivery, reliability, security, compliance, incident response, and production health. Partner with product, QA, data, DevOps, auditors, and vendors on architecture, modernization, integrations, observability, and regulated-environment commitments. Manage roadmap and support priorities, improve engineering quality, reduce knowledge silos, and communicate status to executives and distributed teams.

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.

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.

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.