Senior Manager, Family Operations & Customer Experience – Remote Leadership & Strategic Excellence at brighthush

About brighthush

At brighthush, we believe that the first steps a child takes shape the rest of their journey. Our mission is to create nurturing, high‑quality learning environments that empower children, support families, and inspire educators. Recognized with the brighthush Exceptional Workplace Award, brighthush is the leading provider of early childhood education and child care across the United States. From our flagship brighthush Learning Centers to specialized programs that cater to diverse needs, we are committed to building confidence for kids, families, and the future we share.

Why Join brighthush?

Working at brighthush means becoming part of a community that values innovation, collaboration, and continuous improvement. We operate in more than 2,000 sites across 40 states and the District of Columbia, and our culture is built on:

• Data‑driven decision making that fuels operational excellence.
• A focus on employee growth through mentorship, training, and leadership development.
• Inclusive practices that celebrate diversity and promote equity.
• A commitment to work‑life balance, mental health, and overall well‑being.

Role Overview

As the Senior Manager of Family Operations, you will be the strategic partner to the Director of Family Operations and a key driver of customer care excellence across all brighthush brands. Your leadership will shape the experience families have when they interact with our contact centers and back‑office support teams, ensuring that every touchpoint reflects the high standards we set for quality, productivity, and satisfaction.

Key Responsibilities

• Lead and Develop Frontline Leaders: Mentor and coach managers across contact center and back‑office teams, fostering a culture of accountability, engagement, and high performance.
• Own Operational Performance: Monitor service levels, quality scores, productivity metrics, family satisfaction, and resolution outcomes. Use data analytics to identify gaps and implement measurable improvements.
• Capacity & Workforce Planning: Collaborate with Workforce Management to forecast demand, align staffing with business needs, and optimize resource allocation while controlling costs.
• Drive Operational Excellence: Champion process optimization, technology adoption, automation, and AI‑enabled solutions that enhance the family experience and streamline operations.
• Lead Cross‑Functional Initiatives: Own change management projects, proactively resolve systemic issues, mitigate risks, and improve the end‑to‑end family and employee experience.
• Stakeholder Collaboration: Partner with Marketing, Finance, HR, and IT to translate business priorities into actionable operational strategies.
• Continuous Improvement: Lead Kaizen events, root cause analyses, and best‑practice sharing across sites to sustain high performance.
• Reporting & Analytics: Deliver executive‑level dashboards, trend analyses, and insights that inform strategic decisions.

Essential Qualifications

• Bachelor’s degree in Business, Operations, or a related field (or equivalent combination of education and experience).
• Minimum of 5 years of progressive leadership experience in high‑volume customer care, contact centers, or comparable operations.
• Proven track record of improving performance through change initiatives, process redesign, and technology implementation.
• Strong expertise in contact center metrics, quality management, workforce planning, capacity forecasting, and data‑driven performance improvement.
• Demonstrated ability to lead and develop managers and frontline leaders across multiple teams.
• Excellent analytical, problem‑solving, and stakeholder management skills.

Preferred Qualifications

• Experience in the early childhood education or child care sector.
• Knowledge of AI‑enabled customer service solutions and automation tools.
• Background in change management and organizational development.
• Advanced proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience managing remote or distributed teams.

Skills & Competencies

• Strategic Thinking: Ability to translate business priorities into actionable operational plans.
• Leadership Presence: Inspiring confidence in teams and stakeholders through clear communication and decisive action.
• Data Literacy: Comfortable turning complex data sets into insights that drive decision making.
• Customer‑Centric Mindset: Passion for delivering exceptional family experiences.
• Change Agility: Skilled at navigating ambiguity and leading teams through transformation.
• Collaboration: Proven ability to work cross‑functionally and build consensus.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Leadership development programs that cover coaching, conflict resolution, and strategic planning.
• Mentorship from senior executives who have shaped the industry.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Clear career pathways that can lead to Director or VP roles within Family Operations or related functions.

Work Environment & Culture

Our culture is built on collaboration, transparency, and a shared commitment to excellence. Even though this role is remote, you will be part of a vibrant, distributed team that values:

• Regular virtual town halls and team‑building events.
• Open communication channels that encourage feedback and innovation.
• A supportive environment where ideas are welcomed and tested.
• Flexibility that respects personal commitments while meeting business objectives.

Compensation & Benefits

While specific salary ranges are determined by experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary and performance‑based bonuses.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Discounted child care benefits for your children and pets.
• Employee Assistance Program (EAP) for mental health and personal growth.
• Health and wellness programs, including gym memberships and wellness stipends.
• Generous paid time off, holidays, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Employee discounts on technology, travel, and everyday essentials.

How to Apply

Ready to shape the future of early childhood education and make a lasting impact on families nationwide? Submit your resume and a cover letter that highlights your experience in operational leadership, data‑driven improvement, and cross‑functional collaboration. We look forward to learning how your vision aligns with brighthush’s mission.

Closing

At brighthush, we’re more than a company—we’re a movement dedicated to empowering children, supporting families, and fostering a brighter future. If you’re a strategic, results‑driven leader who thrives in a dynamic, mission‑driven environment, we invite you to join us. Together, we’ll elevate the family experience, drive operational excellence, and create a lasting impact that echoes through generations.