Brightwheel

Program Manager, Customer Success Operations

Job Description

Who You Are
Brightwheel is seeking an experienced Program Manager to join the Customer Success Operations team. In this role, you will support a critical function or area in our business by driving results through analyzing root causes, developing aligned solutions, executing a prioritized roadmap of initiatives, and owning initiatives as an IC while also project managing others to get to the intended outcomes. 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 designing 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
  • 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 4 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.
  • 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 a plus

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