VP of Operations @ Kindly Care

Kindly Care · Jan 8th 2018

Apply on WFH.io

About Us:

Kindly Care helps families find, hire, and manage private caregivers so that their elderly loved ones can age in their homes rather having to move into assisted living facilities. We take pride in the fact that we’re working on one of the most pressing problems in our society: ensuring that our seniors are taken care of despite seemingly endless challenges caused by fiscal and labor shortages.

We’re a geographically distributed company, with 4 team members working out of our office in San Francisco and about 40 others working from all over the US, Canada, Mexico and a number of other countries. We have built all products and processes to equally accommodate on-site and remote team members, and we highly value this ability to attract the best talent from across the world.

About This Role:

We’re looking for a VP of Operations to ensure flawless execution of all of our teams. You will be reporting to our CEO, and your success will be measured in the quality of our service and our ability to scale our processes. Your scope of work will cover the conceptual design of our process maps, budget planning, as well as management of our client- and caregiver-facing operational departments. Specifically, your direct reports will include team leads from these areas:

  • Talent Operations – responsible for sourcing, vetting, and retention of our caregivers
  • Client Operations – following up on all client requests
  • Support – resolving all tickets filed by our clients and caregivers
  • Accounting – assistance with timesheets and billing

While you don’t have to be an expert in any of the above areas, you will have to get comfortable with the subject matter in order to create efficiencies across all those teams.

Due to the high volume of inbound and outbound calls across all of our departments, special consideration will be given to the candidate who has experience in call center operations. Specifically, we’d like to hear about your experience with various telephony software solutions, task workflows, ticketing systems, quality assurance processes, and general training best practices.

About You:

The ideal candidate will have already proven their ability to grow and manage operational teams, although we will consider all applicants who can demonstrate extraordinary achievement in their careers. We value relevant experience, but we are equally intrigued by generalists who are able to take a first-principles approach and come up with creative solutions. Below are the general qualifications we’re looking for:

  • 5+ years of experience in building and scaling teams
  • Thorough understanding of call center best practices
  • Proven ability to resolve conflicts and win over clients
  • Exposure to entrepreneurial environments and startup mentality
  • Familiarity with process mapping tools and best practices

Last but not least, you need to have the leadership skills that will help you motivate your teams and energize them to do the best work of their lives.

Apply on WFH.io