Vice President B2B Service Enablement

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 a powerful tool for recruitment, retention, and productivity.

Vivvi is seeking a strategic and analytical operations leader to oversee the performance, systems, reporting, and growth of our backup care and platform services business.This role reports directly to the Chief Commercial Officer and partners closely with Client Success, Concierge, Finance, Enrollment, Tech, and provider network teams to drive operational excellence and scalability.This role requires a strong operator who is equally comfortable analyzing trends, improving processes, managing escalations, optimizing operational performance, and presenting insights to leadership and enterprise clients.

• Oversee operational performance of Vivvi’s backup care and platform services business
• Monitor key metrics including fulfillment, utilization, service delivery, performance against budget and client experience
• Analyze trends and identify risks and opportunities for growth 
• Support operational scaling and capacity planning as the business grows
• Partner with the Tech Lead to ensure strong platform performance and reporting accuracy

• Oversee Concierge operational performance, workflows, and service quality 
• Improve fulfillment outcomes, response times, escalation handling, and member experience
• Partner with Client Success teams to support client needs and handle escalations

• Oversee network compliance, quality, provider performance, and coverage strategy
• Monitor fulfillment trends, operational outcomes, and geographic demand patterns to support network growth priorities
• Partner with Network leadership to prioritize expansion opportunities

• Build and own operational reporting, dashboards, KPI tracking, and forecasting
• Translate operational data into business insights and recommendations
• Use data to prepare executive-level reporting and client-facing presentations

• Manage the Tech Lead and external development partners to support app functionality, operational performance and overall platform improvements
• Lead Salesforce reporting and workflow optimization and improvement

• Coordinate across Concierge, Finance, Enrollment, Tech, and provider network teams to drive operational execution
• Lead operational escalations involving enterprise clients or client employees
• Drive strong communication, prioritization, organization, and follow-through across teams

• Have 10+ years of operational leadership experience
• Have strong experience with analytics, reporting, forecasting, and systems
• Have advanced proficiency in Salesforce (required); Hubspot experience preferred
• Have experience scaling operational teams, service delivery models, or multi-site/service networks
• Have a background in operationally complex environments such as marketplaces, healthcare, staffing, hospitality, or customer operations
• Can identify trends in operational data and translate insights into action plans and operational improvements
• Are comfortable operating in fast-moving, high-growth environments
• Are a strong communicator with experience presenting data  and recommendations to leadership and enterprise clients
• Are willing to travel as needed