Safety Supervisor of Risk Management

Salary: TBD / Yearly	Location: Waltham, MA
Type: Full-Time	Postal Code: 02451

Care.com is seeking a Supervisor of Risk Management for our Safety Team; a dedicated operations professional committed to providing high quality service and support to the Care.com community. The Supervisor of Risk Management will be responsible for the daily management and leadership of a growing team of remote Safety Representatives. The Supervisor of Risk Management will continually develop, train, and coach staff on key performance measures to ensure cost efficiencies and ensure our high-quality standards are met.

This leader will also analyze individual and team performance on a regular basis and provide candid and timely developmental feedback and monitor training plans. This position reports to the Operations Manager and will work closely with all Member Care and Operations team members and other departments as necessary to educate and communicate Safety concerns and successes. The Safety Supervisor will also be responsible for researching best practices and working with the product team to develop new tools to help keep the Care.com community safe.


Specific Duties/Responsibilities:
• Drives the vetting process for the safety and fraud prevention team.
• Directly supervises a remote team of Safety Representatives.
• Provides and documents performance feedback through side-by-side coaching, performance reviews, goal setting, and improvement of processes
• Manage daily, weekly, monthly, quarterly safety statistics and reporting
• Manage scheduling, time sheets, and human resource related issues
• Communicate effectively on the phone and via email with peers, staff and senior leadership on day-to-day issues concerning employees and work issues
• Work with product management to develop better processes and technologies to enhance team efficiencies and the Care.com member experience.
• Supports and communicates business goals, quality standards, processes, procedures, and policies.
• Participates in the interviewing process and makes hiring recommendations.
• Handles escalated member issues and safety volume overflow.
• Resolves issues according to Care.com policies.
• Work on special projects, assignments and tasks as assigned.


Skills/Experience Requirements:
• 3-5 years of experience in a professional environment within the fraud/safety industry
• 2+ years of staff and performance management experience
• Demonstrated ability to develop and implement scalable processes and procedures.
• Problem solving skills - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Excellent customer service skills - speaks clearly and confidently, and with empathy and understanding of the members' situation, whether positive or negative.
• Hard working, smart, "gets things done" and thrives in a fast-paced environment.
• Adaptability - the individual adapts to changes in the work environment or schedule, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability - the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

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