Program Manager – Customer Success Operations
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Job Description
Program Manager driving customer activation and retention initiatives at Brightwheel, the leading early education platform. Collaborate cross-functionally to optimize workflows and enhance customer satisfaction.
Responsibilities:
- Own the strategic roadmap for customer activation and retention, identifying customer journey friction points and implementing automated, scalable solutions to deliver better outcomes.
- Drive programs from idea to execution by collaborating with Leadership and cross-functional partners including Analytics, Marketing, Product, and Systems Operations.
- Embed with customer-facing teams to audit workflows, tooling, and data collection, developing clear assessments to improve their efficacy.
- Synthesize quantitative and qualitative data to identify root causes and lead critical projects that enhance onboarding, retention, and customer satisfaction.
- Design and implement new SOPs, reporting, and AI-enabled workflows, partnering with SFDC administrators to deploy tech-driven improvements.
- Use data to balance high-impact short-term projects with progress toward long-term strategic objectives.
Requirements:
- Minimum of 4 years in operations, program management, or consulting within a high-growth SaaS environment; experience with customer-facing teams is highly preferred.
- Metrics-driven mindset with advanced Excel/Google Sheets skills (pivot tables, lookups); experience with data visualization tools like Sigma or Tableau a plus
- Proven ability to architect SFDC workflows and automations and collaborate with Systems Operations for timely implementation.
- Creative thinker adept at removing obstacles and transforming complex data into actionable business insights.
- Exceptional project management skills with the ability to influence senior management and cross-functional teams.
- Outstanding verbal and written communication skills to drive informed business decisions.
- Deep understanding of customer needs and a commitment to delivering exceptional customer experiences.
Benefits:
- Comprehensive medical, dental, and vision coverage
- Generous paid parental leave
- Flexible PTO so you can recharge when you need it
- Local retirement or savings plans (e.g., 401(k) in the U.S.)
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