Customer & Marketplace Operations Leader

Job Summary

We are seeking a trusted Customer & Marketplace Operations Leader to own customer and marketplace operations across parents, childcare providers, and employers. This person will lead support across phone, chat, email, and AI while building solutions that improve the customer experience and grow the business.

Key Responsibilities

• Lead Customer Operations: own support across phone, chat, email, and AI, handle difficult calls and sophisticated customer situations, establish high standards for response time, resolution, accuracy, tone, and follow-through
• Build Solutions: learn how parents, providers, and employers use Wonderschool, identify what prevents customers from succeeding, build practical solutions to eliminate recurring problems
• Make the Marketplace Work: help more families connect with childcare providers, work with parent and provider teams to identify and remove friction between searching for care and enrolling in it
• Drive Revenue and Retention: treat customer operations as an important part of Wonderschool's growth, identify opportunities to retain customers, increase adoption, and grow revenue
• Manage AI-Powered Support: own the quality, tone, accuracy, and coverage of our AI support agent, decide which situations AI should handle and when a person should take over
• Run Provider Business Operations: own the portfolio of services that help providers operate and grow, manage vendor relationships and third-party partners
• Build the Team and Operating System: hire, coach, and manage a lean, accountable team, establish clear goals, ownership, service standards, and quality controls

What Success Looks Like

• More families successfully connect with childcare providers
• Revenue and customer retention improve
• Parents, providers, and employers receive fast, thoughtful support across every channel
• Sophisticated situations are handled with sound judgment and complete ownership
• The team builds solutions that eliminate recurring problems

Requirements

• Someone people can trust with important, ambiguous work
• You take responsibility and follow through without constant direction
• You have owned a customer-facing operation or program end to end and can point to a metric you were accountable for moving
• You learn new customers, businesses, systems, and metrics quickly
• You are willing to answer calls and work directly with customers

Location

This role is based in our office in Rincon Hill, San Francisco, five to six days a week.

Compensation & Benefits

We offer competitive market compensation, meaningful equity, and a full benefits package, including health benefits with up to 100% coverage for employee premiums and up to 80% for dependents, wifi and employee wellness stipends, flexible PTO, paid holidays, and mental wellness days.