Manager of Backup Care and Concierge Services

Job Description

Job Description

About Vivvi: Vivvi provides child care and early learning for today's families. We partner with employers of all sizes to make exceptional full-time and backup care more accessible and affordable. With beautiful campuses, flexible offerings, and trained, passionate teachers, we provide parents with peace of mind while offering employers the most powerful tool for recruitment, retention, and productivity.

Overview:
The Manager of Corporate Backup Care & Concierge Operations is responsible for leading the strategy, execution, and continuous innovation of Vivvi's corporate backup care programs. This role ensures seamless service delivery, operational excellence, and an elevated concierge experience for families and corporate clients. The Manager will oversee provider partnerships, technology integration, and exclusive client programs while driving efficiencies and service excellence.

As the Manager of Corporate Backup Care & Concierge Operations, you will:

• Lead and manage the operations of Vivvi's corporate backup care and concierge services, ensuring an exceptional experience for families and corporate partners.
• Develop and implement scalable operational processes to enhance efficiency, fulfillment rates, and client satisfaction.
• Monitor and analyze key performance indicators (KPIs) to drive continuous improvements.
• Oversee and manage provider networks, ensuring quality, compliance, and seamless service execution.
• Proactively identify and troubleshoot operational challenges, implementing effective solutions to ensure smooth service delivery.
• Negotiate, execute, and manage provider contracts, ensuring adherence to service agreements, operational standards, and regulatory compliance.
• Ensure full regulatory compliance and risk mitigation in all operational aspects.
• Oversee the integration of backup care services into Vivvi's app, ensuring seamless user experience, accurate data capture, and continuous system improvements.
• Lead and manage Vivvi's Concierge Team, overseeing training, service excellence, and high-touch family support.
• Design and oversee exclusive, highly customized backup care programs for a select group of high-profile corporate clients, ensuring a white-glove experience tailored to their needs.
• Serve as the operational lead in cross-functional collaborations with sales, client success, and technology teams to optimize service delivery and support business growth.
• Develop data-driven reporting structures to inform leadership decision-making and enhance strategic initiatives.

Apply today if you:

• Have 5+ years of experience in operations management, with direct experience in the childcare industry required.
• Have experience with corporate backup care.
• Are an expert in contract negotiation, execution, and compliance management within a provider network.
• Posses strong leadership skills with a track record of managing high-performing teams.
• Work cross-functionally with sales, customer service, and technology teams.
• Are a proven problem-solver with exceptional analytical and process optimization skills.
• Thrive in a fast-paced, high-touch service environment.
• Are a strong communicator and able to collaborate with multiple stakeholders.
• Are proficient in Salesforce (Preferred)
• Use technology improve processes and reports, such as CRM platforms including HubSpot, G Suite, and Salesforce

Benefits

The perks of joining Vivvi as the Manager of Corporate Backup Care and Concierge Services include…

• Salaried role with the targeted compensation range being $65,000-$90,000 per year, depending on professional background and experience
• Investment in your growth and skill development as a member of the growing Central Office team
• Competitive pay including stock options
• Comprehensive benefits package (medical, dental, vision, commuter, 401k, etc.)
• Flexible paid time off
• Discounted child care

Ability to work in our Tribeca office 3 days per week required. Candidates must possess independent US work authorization.

We are proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.

One of Vivvi's values is to treat each other with honor for the whole person (not just the roles we fulfill). This means we acknowledge each others' rich experience, cultures, backgrounds, perspectives, and skills to reach the best outcomes. Applicants from diverse backgrounds are encouraged to apply.

Questions? Reach out to us at hr@vivvi.co and include your resume. We look forward to receiving and reviewing your application!