Senior Manager, Family Operations – Customer Experience

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kindercare

WebsiteLinkedInAll Job Openings

1 - 1 employees

🏥 Healthcare

🧘 Wellness

Healthcare • Wellness

Kindercare is a medical practice focused on identifying and addressing factors that contribute to health conditions linked to allergies, nutritional status, and environmental influences. It aims to amend such conditions where possible using avoidance strategies, nutritional supplementation, lifestyle changes, and other therapeutic modalities.

📋 Description

• Lead and develop frontline leaders across contact center and back-office support teams • Own operational performance across service levels, quality, productivity, family satisfaction, and resolution outcomes • Use data to identify gaps and drive measurable improvements • Partner with the Director of Family Operations and Workforce Management to forecast capacity, align staffing with demand, and optimize resources and costs • Drive operational excellence through process optimization, technology adoption, automation, and AI-enabled solutions • Lead cross-functional initiatives and change efforts • Resolve systemic issues and mitigate risks to improve the end-to-end family and employee experience

🎯 Requirements

• 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 • Demonstrated success improving performance through change • Ability to lead and develop managers and frontline leaders across multiple teams • Expertise in contact center metrics, quality management, workforce planning, capacity forecasting, and data-driven performance improvement • Experience leading cross-functional initiatives • Experience implementing process and technology improvements • Strong analytical and stakeholder management skills

🏖️ Benefits

• Discounted child care benefits • Medical, dental, and vision benefits for employees and families, including pets • Employee assistance programs • Health and wellness programs • Paid time off • Discounts for work necessities, such as cell phones