Manager, Care Operations

Role overview

This position sits within a Care Operations group that plans and coordinates staffing for phone-based teams across several business lines. The work centers on frontline support, onboarding help, and retaining professionals, with the broader goal of helping pros who use or want to use the platform get the most value from the partnership.

You will help shape workforce strategy, improve the tools and processes the team uses every day, and use data and emerging technology—including AI—to drive better service outcomes and stronger business performance. The role also involves managing priority initiatives, partnering across functions, and building key relationships with workforce partners.

About the company

The business has spent more than 30 years powering the home services industry and creating value for both homeowners and professionals. Homeowners use the platform to connect with skilled pros, while professionals rely on it as a business partner that helps them find the right work at the right time. The company is a global organization with 9 brands across 8 countries, founded in 1995 and rebranded in 2021. Homeowners have used the platform for 300 million home projects and counting.

Key responsibilities

• Run workforce coordination for pro phone teams in close partnership with vendor site leadership and internal managers.
• Guide a small team responsible for forecasting, reporting, and vendor communication.
• Build and share monthly staffing forecasts using Finance projections and call volume trends.
• Develop strong expertise in the team’s systems and AI-enabled tools, and use performance trends to improve call efficiency and support financial targets.
• Act as an escalation contact for production issues that could prevent the business from meeting KPI goals.
• Spot recurring blockers early and help lead initiatives that remove bottlenecks in day-to-day operations.
• Improve reporting by partnering with the Data & Analytics team to create reports, support analyses, use insights to strengthen vendor accountability, and inform business decisions.

Requirements

• Bachelor’s degree, or equivalent hands-on experience that shows similar knowledge and capability.
• 2 to 4 years of experience in operations, strategy, or a related discipline, with a history of delivering measurable outcomes.
• Strong analytical ability and a solid grasp of operations, including process improvement and project management.
• Ability to think strategically and turn ideas into practical plans that improve growth and efficiency.
• Direct experience using business intelligence tools such as Looker or Tableau to analyze data and support decisions.
• Background working in a fast-moving environment with flexibility and comfort handling varied responsibilities.
• Experience participating in conversations with external partners, clients, or prospects.
• Comfort collaborating across teams and influencing decisions through partnership.
• Excellent written and verbal communication skills, including the ability to present clearly to frontline representatives and team leads.
• Willingness to use AI tools for drafting, summarizing, analyzing data, and reducing repetitive work, along with curiosity about how new technology can improve operations.

Compensation and benefits

• Annual base salary range: $80,000 to $125,000, depending on experience, performance, and location-related factors such as cost of living.
• Eligible for a year-end performance bonus and equity package.
• Medical, dental, and vision coverage.
• Flexible vacation policy.
• Pet discount plans and a 401(k) retirement plan with company match.
• Opportunity to work with highly motivated teammates on unusual and meaningful business challenges.

Additional information

The platform is a talent marketplace rather than a staffing agency, and it is not the employer for this role or the decision-maker in hiring. Selecting apply will route candidates to the platform to review the role and the hiring company details.

The company values diversity and believes better ideas come from teams with a wide range of experiences, cultures, and educational backgrounds.

The hiring process may use AI tools to support screening and assessment, but those tools are intended to assist human judgment rather than replace it.