Customer & Marketplace Operations Leader San Francisco

Customer & Marketplace Operations Leader Wonderschool is transforming childcare by helping families find high-quality care and helping childcare providers start, operate, and grow successful businesses. Our marketplace connects parents with childcare providers. Our software and services help providers reach families, manage their programs, and operate more effectively. We also work with employers that want to help their employees find childcare. Wonderschool is a Series B company backed by Andreessen Horowitz (a16z), Goldman Sachs, and First Round Capital. We are cash flow positive and growing. We believe childcare providers should be able to build sustainable businesses and that every family should be able to find care that meets their needs. The Role Customer operations at Wonderschool is about much more than answering questions. It is how we help families find care, help providers grow, retain customers, and create revenue. We are looking for someone we can trust to own customer and marketplace operations across parents, childcare providers, and employers: how families find and enroll in care, how providers grow and stay on the platform, and how employers access childcare benefits for their teams. This person will lead support across phone, chat, email, and AI while building solutions that improve the customer experience and grow the business. They do not need to have held this exact role before. We care more about their ability to learn quickly, exercise strong judgment, earn trust, take ownership, and build solutions. This is a hands‑on role. The person will answer calls, handle difficult situations, investigate problems, make financial and operational decisions, and build systems that allow the work to scale. They will have real authority over escalations, customer decisions, and how the team operates. What You’ll Own Lead Customer Operations Own support across phone, chat, email, and AI. Personally handle difficult calls and sophisticated customer situations. Establish high standards for response time, resolution, accuracy, tone, and follow-through. Make sure customers feel heard and their problems are actually resolved. Build a customer‑obsessed team that takes complete ownership of outcomes. Build Solutions Learn how parents, providers, and employers use Wonderschool. Identify what is preventing customers from succeeding. Build practical solutions instead of repeatedly working around the same problems. Turn recurring failures into better tools, workflows, policies, training, and product experiences. Work with product and engineering to address underlying causes and verify that solutions work. Make the Marketplace Work Help more families successfully connect with childcare providers. Work with the parent and provider teams to identify and remove friction between searching for care and enrolling in it. Understand why families cannot find care and why providers cannot fill openings. Build operational solutions that improve outcomes for parents, providers, and employers. 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. Recover customers at risk of leaving and identify expansion and cross‑sell opportunities. Turn customer conversations into insights that improve the business. Learn the metrics and financial tradeoffs needed to make good decisions. 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. Audit conversations and build reliable escalation, handoff, and recovery systems. Use AI and automation to increase quality and capacity while preserving customer trust. Run Provider Business Operations Own the portfolio of services that help providers operate and grow: insurance, compliance, equipment, loans, payroll, photography, and more. Manage the vendor relationships and third‑party partners that deliver most of these programs. Make careful financial, insurance, risk, and customer exception decisions. Build repeatable systems for complicated work. Build the Team and Operating System Hire, coach, and manage a lean, accountable team. Establish clear goals, ownership, service standards, and quality controls. Automate repeat work and make the team more effective. Surface important customer, revenue, retention, and operating trends to leadership. Move comfortably between strategy and detailed execution. 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. AI resolves the right work, with seamless human handoffs. Provider programs operate reliably and help providers grow. The team consistently hits ambitious goals. Who You Are 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: retention, resolution, conversion, or revenue. You learn new customers, businesses, systems, and metrics quickly. You are willing to answer calls and work directly with customers. You stay calm and make good decisions in complicated situations. You build solutions, processes, and tools instead of simply identifying problems. You pull and interrogate your own numbers (spreadsheets at minimum, SQL a plus) rather than waiting for someone else's report. You care about revenue, retention, and business outcomes. You are comfortable making financial and operational decisions. You are excited to use AI and rethink customer operations. You can move between strategy, people management, and detailed execution. You are entrepreneurial, hungry, collaborative, and comfortable in a fast‑moving environment. We care more about evidence that you can do the work than your previous title or whether you have held this exact position before. Location This role is based in our office in Rincon Hill, San Francisco, five to six days a week. That is by design: this is a hands‑on role and the team is in the room. We offer competitive market compensation, meaningful equity, and a full benefits package. 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 Competitive parental leave (eligible after 6 months of employment) A highly collaborative, mission‑driven workplace environment Voluntary Self‑Identification For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Wonderschool’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability. A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Voluntary Self‑Identification of Disability We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention‑deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury #J-18808-Ljbffr Wonderschool