Senior Manager, Family Operations - Customer Experience - Remote Opportunity
未来从这里开始。第一步，新的友和自信的学习者诞生。在 KinderCare Learning 公司 (KinderCARE) 是全球首位唯一获得 Gallup 特殊工作场所奖项的早期儿童教育提供商，我们为家庭提供了各种早期教育和托儿服务选择。无论是 KinderCary 学习中心，冠军还是奶油，我们都建立了对孩子们，家人和我们共同拥有的未来的信心。我们希望你与我们一起塑造社区，工作以及全国各地学校的未来。在 KindCare Learning Company,你将利用自己的技能和专业知识来支持我们的网站和中心每天发生的工作 （和乐趣）. 从营销人员和策略师到金融分析师和数据工程师等，我们都热衷于创造一个儿童，家庭和组织可以繁荣的世界.KinderCare 正在寻找一个战略性，基于结果的高级家族运营经理来领导所有 KinderCary 品牌的客户服务和后台支持功能。这个领导者将提高业务绩效，发展前线领袖，并推动服务质量，生产力和整体家庭体验的改善。作为家庭运营高级经理，你将与家庭运营总监和跨职业利益相关者合作，将业务优先事项转化为运营战略，优化员工能力并领导持续改进倡议。理想的候选人拥有复杂运营改善，高绩效团队开发以及利用数据，技术和创新来实现可持续业务成果的经验记录。责任：· 在联系中心和后台支持团队中领导和发展前线领导者，促进问责制，参与度和高绩效文化 · 通过识别缺口和推动可测量的改善，利用数据在服务水平，质量，生产力，家庭满意度和解决方案中进行自己的运营业绩 · 与家族运营与劳动力管理主管合作预测能力，将人员与企业需求协调，优化资源和成本 ·通过流程优化，技术采用，自动化和人工智能支持的解决方案来实现运营卓越性，以增强家庭体验并提高效率 ·领导跨功能倡议和变革工作，积极解决系统问题和调整。
查看英文原文
Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with theGallup Exceptional Workplace Award, we offer a variety of early education and child care options for families. Whether it’s KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it—in neighborhoods, at work, and in schools nationwide.
At KinderCare Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.
KinderCare is seeking a strategic, results-driven Senior Manager of Family Operations to lead customer care and back-office support functions across all KinderCare brands. This leader will elevate operational performance, develop frontline leaders, and drive improvements in service quality, productivity, and overall family experience.
As the Senior Manager of Family Operations, you’ll partner with the Director of Family Operations and cross-functional stakeholders to translate business priorities into operational strategies, optimize workforce capacity, and lead continuous improvement initiatives.
The ideal candidate has a proven track record of improving complex operations, developing high-performing teams, and leveraging data, technology, and innovation to deliver sustainable business results.
Responsibilities:
· Lead and develop frontline leaders across contact center and back-office support teams, fostering accountability, engagement, and a high-performing culture
· Own operational performance across service levels, quality, productivity, family satisfaction, and resolution outcomes, using data to identify gaps and drive measurable improvements
· Partner with the Director of Family Operations and Workforce Management to forecast capacity, align staffing with business demand, and optimize resources and costs
· Drive operational excellence through process optimization, technology adoption, automation, and AI-enabled solutions that enhance the family experience and improve efficiency
· Lead cross-functional initiatives and change efforts, proactively resolving systemic issues and mitigating risks to improve the end-to-end family and employee experience
Qualifications:
- Bachelor's degree in business, operations, or a related field preferred, or an equivalent combination of education and relevant experience
- At least 5 years of progressive leadership experience in customer care, contact centers, customer experience, or comparable high-volume operations with demonstrated success improving performance through change
- Proven ability to lead and develop managers and frontline leaders across multiple teams, strengthening accountability, engagement, and operational effectiveness
- Strong expertise in contact center metrics, quality management, workforce planning, capacity forecasting, and data-driven performance improvement
- Demonstrated success leading cross-functional initiatives, implementing process and technology improvements, and translating business priorities into measurable outcomes with strong analytical and stakeholder management skills
Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:
- Know your whole family is supported with discounted child care benefits.
- Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
- Feel supported in your mental health and personal growth with employee assistance programs.
- Feel great and thrive with access to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
- … and much more.
We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we believe every family deserves access to high-quality child care, no matter who they are or where they live. Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences. And if you’re anything like us, you’ll come for the work, and stay for the people.
KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.
Originally posted on Himalayas