Program Manager II, Customer Success Operationsbrightwheel • New York, New York, United States
Program Manager II, Customer Success Operations
brightwheel
- New York, New York, United States
- New York, New York, United States
About
Our Team Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.
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 while also managing others to get to the intended outcomes. You have a proven track record of managing the end-to-end customer lifecycle, with a specific focus on driving early-stage activation and long-term retention in a high-volume SMB environment. You excel in designing and implementing streamlined processes from the ground up and are adept at designing effective workflows, AI-enabled 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
Roadmap Ownership:
Own the strategic roadmap for customer activation and retention, identifying customer journey friction points and implementing automated, scalable solutions to deliver better outcomes.
End-to-End Initiative Management:
Drive programs from idea to execution by collaborating with Leadership and cross-functional partners including Analytics, Marketing, Product, and Systems Operations.
Operational Optimization:
Embed with customer-facing teams to audit workflows, tooling, and data collection, developing clear assessments to improve their efficacy.
Data-Driven Decision Making:
Synthesize quantitative and qualitative data to identify root causes and lead critical projects that enhance onboarding, retention, and customer satisfaction.
Scalable Solutions:
Design and implement new SOPs, reporting, and AI-enabled workflows, partnering with SFDC administrators to deploy tech-driven improvements.
Strategic Prioritization:
Use data to balance high-impact short-term projects with progress toward long-term strategic objectives.
Qualifications, Skills, & Abilities
Experience:
Minimum of 4 years in operations, program management, or consulting within a high-growth SaaS environment; experience with customer-facing teams is highly preferred.
Analytical Fluency:
Metrics-driven mindset with advanced Excel/Google Sheets skills (pivot tables, lookups); experience with data visualization tools like Sigma or Tableau a plus
Technical Proficiency:
Proven ability to architect SFDC workflows and automations and collaborate with Systems Operations for timely implementation.
Strategic Problem Solving:
Creative thinker adept at removing obstacles and transforming complex data into actionable business insights.
Stakeholder Management:
Exceptional project management skills with the ability to influence senior management and cross-functional teams.
Communication:
Outstanding verbal and written communication skills to drive informed business decisions.
Customer Empathy:
Deep understanding of customer needs and a commitment to delivering exceptional customer experiences.
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.
Protecting Our Applicants: Please be aware of recruiting scams impersonating Brightwheel. All legitimate communications come from @mybrightwheel.com addresses, and we never ask for payment or sensitive personal data as part of our hiring process. If you suspect fraudulent contact, reach out to security@mybrightwheel.com. Thank you for helping us keep our applicant community safe.
#J-18808-Ljbffr
Languages
- English
Notice for Users
This job comes from a TieTalent partner platform. Click "Apply Now" to submit your application directly on their site.