Senior Program Manager - Customer Success Operations

January 31

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brightwheel

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brightwheel is a comprehensive childcare management software offering solutions for preschools, child care centers, and parents. It streamlines administrative tasks such as billing, payroll, communication, and curriculum planning through its user-friendly app. Brightwheel helps educators and families connect more effectively and is designed to save time on routine tasks, enhancing operational efficiency in childcare settings.

Daycare • preschool • Mobile & Web Tool • Child Care • Education

201 - 500 employees

Founded 2014

📚 Education

☁️ SaaS

💰 $55M Series C on 2021-02

📋 Description

• Our Mission and Opportunity • Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. • Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. • Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families. • Our Team • We are a fully remote team with employees across every time zone in the US. • Our team is passionate, talented, and customer-focused. • Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. • We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. • We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. • From decision making, to how we operate, we ground ourselves in our Leadership Principles every day. • Who You Are • Brightwheel is seeking a seasoned Program Manager to join the Customer Success Operations team in a leadership capacity. • In this role, you will drive critical business functions by analyzing root causes, developing aligned solutions, executing a prioritized roadmap of initiatives, and balancing individual contributions with overseeing the work of others. • You will manage a team of 2-3 Program Managers, providing mentorship and guidance while ensuring the team delivers impactful outcomes. • While you may not have extensive people management experience, you have led cross-functional efforts, coached others to success, and are eager to take on responsibilities such as hiring, performance management, and professional development. • You have a proven track record of transforming functions into well-oiled machines. • You excel in designing and implementing streamlined processes from the ground up and are adept at developing effective workflows, processes, and Salesforce (SFDC) automations. • You thrive in dynamic settings, capable of both big-picture thinking and detailed execution, with razor-sharp prioritization skills to ensure we are focused on the highest-impact opportunities at all times. • Your passion for improving operational efficiency is matched by your commitment to achieving ambitious goals. • You are an outstanding communicator, able to influence stakeholders at all levels and drive results through collaboration and innovation. • And of course, you are passionate about Early Childhood Education!

🎯 Requirements

• A minimum of 5 years of operations or program management experience in a high-growth environment, consulting, or business operations. Prior exposure to customer-facing teams and SaaS businesses is highly preferred. • 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. • 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 • Flexible paid time off policy • Monthly wellness and productivity stipend • Learning & Development stipend