Portland Nanny

Compensation

Full Description

Portland Nanny is a locally owned agency devoted to helping families thrive through reliable, high-quality childcare. Our mission is to connect exceptional nannies with families while handling the details - hiring, payroll, and ongoing support, so both nannies and parents can focus on what matters most. Joining our team means becoming the bridge between families and nannies. In the Client Services & Nanny Manager role you will: • Build warm, professional relationships with both clients and caregivers. • Oversee placements, scheduling, and problem-solving with care and efficiency. • Be part of a collaborative, flexible, family-centered workplace that values integrity, authenticity, loyalty, and generosity. We aim to provide trusted childcare solutions and a supportive, organized environment for our employees, so you can grow professionally while making a real difference in the lives of children and families across the Portland metro area. Position: Client Services & Nanny Manager Status: Hourly Schedule: Monday – Friday, 25-30 hours per week with a rotating 2-weekend-on / 2-weekend-off, on-call schedule Location: Remote - must be located in Portland, OR Compensation & Benefits Pay: $25.00/hour Sick Time: 40 hours per year, accrued; eligible after 30 days of employment Paid Time Off: 60 hours per year, accrued; eligible after 90 days of employment Retirement Plan: Access to a 401(k) through OregonSaves, with employee contributions in accordance with program guidelines. Job Summary Our Client Services & Nanny Manager oversees client relations and the day-to-day operations of our small, dynamic nanny agency. This role blends exceptional customer service with operational management and leadership of our nanny team. We value new ideas and encourage input that leads to positive changes and more efficient workflows. Key Responsibilities Operations Management • Oversee daily agency operations, ensuring efficient workflows and clear communication between clients and nannies. • Coordinate all flexible and backup care requests. • Respond to event inquiries, create event contracts, coordinate item drop-offs for events, and produce a full-day schedule for each event. • Conduct outreach to local community businesses (e.g., hotels, doula services, childcare resources) for potential collaboration and partnership opportunities. • Assist with organizing or creating internal documents and processes. Customer Service Excellence • Deliver outstanding customer service, addressing inquiries and resolving issues with professionalism and empathy. • Answer calls, promptly return missed calls, and respond to client and nanny emails within one business day. Facilitate Placements & Contracts • Coordinate and complete nanny placements. • Manage family registrations, conduct intake calls to assess childcare needs and preferences, draft job descriptions, and handle the full external contract process from creation through signature. • Build strong relationships with clients and provide personalized guidance throughout the matching process. • Collaborate with the recruiter to determine hiring needs. Nanny Management • Act as the primary manager for our nanny team. • Handle write-ups when necessary and ensure accurate documentation and research of any incident reports. • Collaborate with families to gather and deliver nanny feedback. • Organize and conduct annual nanny performance reviews. Billing & Financial Oversight • Prepare and review a weekly billing report to verify correct charges, membership pricing, and other related fees. Team Collaboration • Work closely with the admin team to maintain alignment and fulfill client needs. • Communicate any changes in regular placements or nanny performance. Continuous Improvement • Identify and help implement process improvements to enhance service quality, operational efficiency, and client/nanny retention. • Proactively suggest and develop new ideas that support positive change and a more efficient workflow. If interested in applying for this position, please email your resume and cover letter to recruiting@portlandnanny.com with the subject "Client Services & Nanny Manager"