Program Manager, Customer Success Operations

Summary

Join Brightwheel's Customer Success Operations team as an experienced Program Manager. You will drive results by analyzing root causes, developing solutions, and executing a prioritized roadmap of initiatives. This role requires a proven track record of transforming functions and designing streamlined processes, including Salesforce automations. You will collaborate with various teams, deeply understand customer workflows, and develop strategies to enhance customer acquisition, onboarding, retention, and satisfaction. Success in this position demands strong analytical, communication, and project management skills. Brightwheel offers a competitive compensation package and comprehensive benefits.

Requirements

• A minimum of 4 years of operations or program management experience in a high-growth environment, consulting, or business operations
• Deep understanding of customer needs and a commitment to delivering exceptional customer experiences
• Metrics-driven and results-oriented, constantly striving to exceed targets and deliver exceptional customer experiences
• Analytical mindset and fluency with numbers, transforming data into actionable insights using advanced Excel/Google Sheets skills such as pivot tables and lookups
• A creative problem solver, adept at removing obstacles and finding solutions to key business challenges
• Exceptional stakeholder and project management skills, effectively influencing and managing expectations with senior management and cross-functional teams
• Proven ability to navigate SFDC - design workflows and automations, build reports, and collaborate with Systems Operations to implement updates in a timely fashion
• Outstanding verbal and written communication skills, with the ability to influence business decisions

Responsibilities

• Drive initiatives from end-to-end by collaborating closely with Leadership as well as stakeholders across Analytics, Marketing, Sales, Product, Systems Operations, and Business Operations
• Deeply embed yourself in customer-facing teams to become an expert in their current workflows, tooling, automation, and data collection to develop a clear assessment of their efficacy
• Establish, develop, and/or improve customer-facing functions within our post-sales go-to-market strategy to better serve our customers
• Synthesize quantitative and qualitative data to unearth root causes from which you will identify and lead critical operational projects for our teams to achieve excellent outcomes
• Develop and execute strategies to enhance customer acquisition, onboarding, retention, value expansion, and satisfaction
• Create and implement new workflows, SOPs, reporting, automations, and tech/tooling solutions for customer-facing teams directly impacting their effectiveness onboarding, retaining, and growing our Education customer base
• Design and develop Salesforce automations and work with our Systems Operations SFDC administrator team to implement them
• Use data to make informed resource allocation decisions, determining high-impact short-term projects while continuing to keep sight of and progress toward our longer-term goals and objectives

Preferred Qualifications

• Prior exposure to customer-facing teams and SaaS businesses
• Experience with business insights, data visualization, and dashboarding tools such as Tableau, Sigma

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A flexible paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend