Operations Manager, Provider Growth & Retention (Remote)

About Upwards:

Upwards (upwards.com) is a fast-growing Los Angeles-based startup transforming family care in the United States. Backed by top investors and VCs, we're making care accessible to all families by connecting parents, caregivers, employers, and governments to offer benefits programs that meet ever-evolving family needs. It is our mission to make childcare affordable and accessible for all.

The role of the Operations Manager, Provider Growth & Retention:

We are looking for a motivated and experienced ops manager to own our Provider Growth and retention functions. You will be responsible for leading a team in the pitching, onboarding, activating, and engaging of care providers; in addition, you will own the playbook of processes, setting of goals, and execution of Provider Growth and engagement strategies. As a manager, you will hire, train, and run a small team of remotely-based support coordinators (both international and in the US).

The ideal candidate will have proven experience working in a marketplace operations position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to team members.

In this role, you will:

Provider Growth & Retention:

• Be the focal point for all aspects related to the operations of provider acquisition and engagement.
• Develop and execute strategies for both growth and retention of care providers.
• Constantly stay informed about industry trends, competitor activities, and evolving market dynamics.

Day-to-Day Operations Management:

• Oversee the day-to-day functions of the team, ensuring alignment with organizational goals.
• Monitor team performance, providing guidance, feedback, and support to enhance effectiveness.
• Collaborate with cross-functional teams, such as marketing and technology, to streamline processes and address operational challenges.
• Regularly assess and adjust strategies to meet changing business needs.

Team Management:

• Manage communication and provide support to a team of coordinators, fostering a positive and collaborative team culture.
• Lay out resource needs and plan for scalability as the company grows.
• Recruit, interview, and hire new team members as needed.
• Set clear goals and expectations for the team, driving them to meet or exceed performance targets.
• Conduct periodic performance evaluations and provide constructive feedback to team members.

Data Analysis and Optimization:

• Utilize data analytics to assess growth and retention metrics, identifying insights to inform decision-making.
• Prepare and present reports on key performance indicators, offering actionable recommendations for optimization.
• Drive continuous improvement by iterating on strategies based on data-driven insights.
• Collaborate with data analysts or data scientists to develop predictive models for provider acquisition and retention.

Problem Solving and Process Playbooking:

• Proactively identify challenges in Provider Growth and retention, devising innovative solutions.
• Test and iterate on solutions, developing a playbook of effective processes.
• Maintain a solution-oriented, curious, and growth mindset to address evolving challenges in the family care marketplace.
• Collaborate with other teams to implement and refine standardized processes.

Communication and Collaboration:

• Foster open and transparent communication within the team and with other departments.
• Collaborate with marketing, product development, and customer support teams to ensure a unified and seamless experience for care providers.
• Act as a liaison between operations and other functional areas, promoting cross-functional collaboration.

You'll excel at this role if you have:

• Previous experience working remotely in a marketplace operations role.
• Familiarity with tools such as Slack, Shortcut (or equivalent project management tools), and Google Suite, as well as a desire to learn new tools.
• Understanding how to overcome objections and blockers to keep things moving.
• Top-notch oral, written, and interpersonal abilities; you will be interacting with childcare Providers of all backgrounds.
• A data-driven approach to problem-solving.
• Self-starter characteristics and goal-oriented.
• Experience working cross-collaboratively.
• The ability to leverage existing resources in creative ways, as well as finding new resources when necessary.
• The ability to think outside the box and come up with innovative solutions to problems.
• Prior experience in a managerial or supervisory role will be advantageous.

We really like candidates for this role if you have the following:

• Knowledge of the childcare industry and its challenges in the U.S.
• A college degree is a plus, but not required for this position.
• Spanish/English or Portuguese/English bilingual is a nice-to-have.

What the Interview Process will look like:

• 1st Interview:Human Resources Manager
• 2nd Interview:Head of Marketplace, Supply
• 3rd Interview: Take-Home Challenge
• 4th Interview: Meet various members of the Upwards Team

Let's talk about the perks at Upwards:

• Salary Range: $75,000 - $95,000
• Comprehensive Benefits - Medical, Vision, Dental, Short and Long Term Disability.
• Parent Leave - Upwards provides a generous 8-week parental leave!
• Monthly Fringe Benefits - Pick something fun for yourself!
• 401K with a 3% Match - You invest in us, we are going to invest in your future.
• Flexible Paid Time Off - We encourage you to take time for yourself.
• Equity - We want our employees to be stakeholders.
• Paid access to co-working spaces - Come join us at WeWork!
• Stipend to outfit your home office - We are 100% remote, so find that comfy chair!
• Yearly professional development stipend - We support career development for all employees.

Compensation determinations rely on various factors, encompassing the position level, the individual's skills, knowledge, and capabilities, the location of the role, internal fairness considerations, and alignment with market data.

Upwards, as an E-Verify participant and equal opportunity employer, does not discriminate based on race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Rest assured that all your information will be treated confidentially in accordance with EEO guidelines.