Senior Program Manager, Customer Success Operations

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!

What You'll Do

• 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.

Qualifications, Skills, & Abilities

• 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.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.