Senior Program Manager, Customer Success Operations

Summary

Join Brightwheel's Customer Success Operations team as a seasoned Program Manager to lead and mentor a team of 2-3 Program Managers. You will drive critical business functions by analyzing root causes, developing solutions, and executing a prioritized roadmap. This role requires experience in operations or program management, leading cross-functional efforts, and a deep understanding of customer needs. You will be responsible for improving operational efficiency, enhancing customer experiences, and creating new workflows and automations within Salesforce. Brightwheel offers a competitive compensation package including base salary, equity, and benefits such as premium medical, dental, and vision benefits, generous paid parental leave, and flexible paid time off.

Requirements

• A minimum of 5 years of operations or program management experience in a high-growth environment, consulting, or business operations
• Previous experience leading initiatives and driving cross-functional outcomes, with some exposure to people management in a project or coaching capacity
• 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

• Directly manage 2-3 Program Managers, providing coaching, direction, and accountability while maintaining your own individual contributions
• 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 is highly preferred
• Experience with business insights, data visualization, and dashboarding tools such as Tableau, Sigma is a plus
• Passion for leadership and developing talent, with the ability to build a strong, engaged, and high-performing team

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