VP, Backup Care Network & Fulfillment

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

Oversee the personal network reimbursement and claims process, ensuring accuracy, timeliness, and a low-friction member experience

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