brightwheel

Operations

• Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
• Own Payments Operations performance, including fraud, risk, and dispute management, through the team’s leadership layer
• Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
• Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management
• Deliver against key business metrics including CSAT, SLAs, time to resolution, handle time, cost reduction, dispute win rate, and chargeback/charge-off reduction
• Operate as a hands-on leader—diagnosing issues, setting direction, and executing alongside the team
• Partner cross-functionally to ensure support and payments operations are aligned with broader product, engineering, and business priorities
• Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement
• Identify opportunities to expand scope and impact over time, contributing to broader business and operational leadership

Director, Customer Operations

Onboarding Specialist

• Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment
• Drive results from your team by consistently meeting or exceeding activation targets
• Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
• Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement
• Coach and train your team through regular 1:1’s, team meetings, and individual call coaching sessions
• Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
• Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations.
• Interview and onboard new team members
• Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team

Customer Onboarding Manager

• Own and deliver a seamless global IT onboarding experience including leading IT orientation and ensuring timely equipment provisioning for all new hires
• Manage global equipment logistics end-to-end, including vendor coordination (e.g., Firstbase), asset tracking, shipping, and recovery across regions
• Administer and support core IT systems including Google Workspace, Okta, Slack, MDM tools (Intune/Iru), and ITSM platforms (Jira Service Management)
• Provide high-quality end-user support, troubleshooting and resolving technical issues efficiently while delivering a strong employee experience
• Lead and contribute to IT projects and system improvements, including tooling changes, migrations, and process enhancements
• Partner cross-functionally with People, Finance, and other teams to support onboarding, offboarding, and employee lifecycle needs
• Build, document, and improve scalable IT processes across onboarding, logistics, and internal operations as the company grows
• Manage and improve vendor relationships to ensure efficient,reliable service delivery
• strengthen endpoint security posture, including device hardening, access controls (Okta/Google), and identifying/remediating security gaps
• Identify opportunities to automate, streamline, and improve IT operations

IT Operations Specialist

Customer Support

• Support customers (administrators, teachers, and families) across chat, email, and phone in a high-volume environment
• Troubleshoot product and usage issues, using available resources to identify root causes and guide customers to a resolution
• Communicate clear, accurate, and easy-to-follow instructions, ensuring customers can successfully take action
• Own customer issues from start to finish, following through until fully resolved
• Build deep knowledge of the brightwheel platform and stay up to date on product updates
• Maintain strong performance against key goals (e.g., responsiveness, quality, and productivity)
• Apply attention to detail when documenting cases, following workflows, and executing processes accurately
• Prioritize and manage multiple conversations and tasks simultaneously while maintaining a high bar for quality
• Partner cross-functionally (e.g., Customer Success, Product, Engineering) to escalate and resolve issues when needed
• Identify patterns or recurring issues and contribute ideas to improve processes and the customer experience

Customer Support Specialist

Program Manager

• 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.

Program Manager – Customer Success Operations

• Assist customers in learning and adopting the brightwheel product for their center
• Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process
• Prioritize accounts upon which to take strategic, timely actions to complete the implementation process
• Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their program
• Diagnose and resolve technical challenges our customers experience as they get the system configured
• Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams
• Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journey
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
• Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities

Bilingual Onboarding Specialist – Temporary

Recruitment

• Lead full-cycle recruiting for complex, high-impact, and leadership roles across the business
• Partner closely with hiring managers to define role requirements, align on success profiles, and develop targeted, data-driven hiring strategies
• Design and run structured, equitable, and high-signal interview processes that enable strong, consistent hiring decisions
• Act as a trusted advisor to stakeholders—building trust, providing clear recommendations, and challenging when needed to maintain a high bar
• Analyze recruiting data to assess pipeline health, identify gaps, and continuously refine strategies
• Build and implement AI-driven recruiting workflows across sourcing, screening, and operations to improve speed, quality, and scalability
• Define and operationalize how we assess AI fluency in candidates, especially for leadership and high-impact roles
• Identify opportunities to improve recruiting systems, tools, and processes, and lead implementation of scalable solutions
• Mentor and support other recruiters, sharing best practices and helping elevate team performance and consistency

Senior Recruiter

Performance Marketing

• Manage campaigns across Google Ads (Search, Performance Max, Display); experience with Microsoft Ads is a plus.
• Develop, launch, and manage Google Ads campaigns aligned with business goals.
• Ensure accurate tracking via GA4, Google Tag Manager, and conversion tracking.
• Conduct keyword research, build keyword lists, and manage match types and negatives.
• Update campaign content to optimize campaigns.
• Run A/B tests to improve CTR and conversions.
• Analyze campaign data (CTR, CPC, CPA) and optimize bids, budgets, and targeting.
• Track daily campaign performance and make adjustments to meet targets.
• Monitor budget pacing and forecast performance against targets.
• Prepare weekly reports with actionable insights and recommendations for improvement.
• Work closely with internal teams and external agency.

Google Ads Specialist

Product Marketing

• Take ownership of a critical business motion and transform how it operates end-to-end
• Diagnose what is working, what is not, and where the highest-leverage opportunities exist to improve performance
• Design and implement more effective, scalable ways of working, incorporating better processes, tooling, and cross-functional coordination
• Drive structured experimentation to test improvements and iterate quickly based on results
• Partner closely with teams across Sales, Marketing, and Operations to improve how work flows across the system
• Leverage AI and automation to redesign workflows, improve decision-making, and increase the efficiency and effectiveness of key processes
• Translate complex problems into clear plans, priorities, and success metrics—and drive execution against them
• Over time, take on additional high-priority business initiatives as needs evolve

Director, Go-To-Market Strategy – Initiatives

Engineering Manager

• Get to use AI in every aspect of your role
• Lead a high-performing, full-stack team to deliver key product outcomes with quality and urgency
• Collaborate with Product and Design to shape roadmap priorities, technical tradeoffs, and delivery plans
• Leverage AI and automation to meaningfully improve engineering velocity and operational excellence
• Grow and develop a team of engineers through regular coaching, feedback, and mentorship
• Drive a high bar for execution, quality, and delivery—ensuring consistency across planning cycles
• Implement engineering best practices within your team and partner with other teams to coordinate delivery.
• Champion customer-centric decision making, ensuring every build aligns to real user needs

Marketing Operations

• Own and optimize Brightwheel’s marketing technology stack (HubSpot, Salesforce, Chili Piper, and related tools).
• Build and maintain automation workflows for lead management, campaign tracking, scoring, and routing.
• Partner closely with Demand Gen, Lifecycle, and Sales Ops to ensure smooth handoffs and accurate reporting across the funnel.
• Develop dashboards and insights that measure marketing performance, pipeline contribution, and ROI.
• Drive data quality initiatives and establish governance best practices across marketing systems.
• Collaborate with SysOps and Data teams to align technical infrastructure and attribution models.
• Lead quarterly planning and goal-setting processes to operationalize marketing OKRs.
• Support campaign execution through documentation, enablement, and scalable processes.

Marketing Operations Manager

• Drive strategic, cross-functional GTM programs spanning multiple product lines, enabling scalable multi-product selling motions and expansion into new verticals.
• Redesign and optimize frontline workflows within Salesforce and related systems to reduce tech debt, eliminate redundancy, and improve funnel conversion and operational efficiency.
• Partner closely with Sales, Marketing, Finance, and Systems Operations to align on go-to-market strategy, planning, and execution.
• Lead stakeholder alignment and change management across the GTM organization, ensuring initiatives are clearly communicated, operationalized effectively, and adopted by frontline teams.
• Deploy and scale AI-driven workflow solutions that improve frontline team productivity — embedding automation, intelligent insights, and tooling enhancements directly into day-to-day workflows to reduce friction and increase impact.
• Build executive-ready analyses and KPI-driven recommendations that inform prioritization, performance tracking, and identification of high-leverage growth opportunities.
• Partner with senior leadership to define priorities, track business performance, and identify scalable levers for growth.

Program Manager II, GTM Operations

Data Analyst

• You are primarily responsible for Activation & Onboarding analytics, while also helping optimize the customer journey through Retention (e.g., upsell, fintech, retention).
• Meet regularly with Activation & Onboarding stakeholders to deeply understand their data needs and translate technical metrics and analyses into actionable recommendations to drive business impact.
• Develop and maintain core Post-Sales data models and pipelines using SQL and dbt to ensure data accuracy and reliability for all reports.
• Build, automate, and maintain dashboards and reports in our BI tool (Sigma) to track key Post-Sales KPIs, providing the Activation & Onboarding and leadership teams with the insights they rely on.
• Own and maintain weekly business review (WBR) source files and underlying data pipelines, ensuring business leaders receive validated, goal-aligned reports.

Senior Data Analyst

• Lead our established, high-performing central analytics function, scaling its impact across brightwheel’s strategic and operational priorities.
• Lead our established technical systems architecture and admin teams, redesigning our GTM stack for efficiency in an AI-first world.
• Deliver impactful, company-wide capabilities that improve business outcomes and drive key decisions, even while supporting our businesses’ operating cadence.
• Pioneer an AI-native analytics and systems approach, equipping analysts, sales reps, engineers, and stakeholders with tools and systems that enable autonomy, efficiency, and innovation that was not possible just a few years ago.
• Navigate cross-functional priorities, support decentralized business needs, and balance centralized initiatives.

Director, Customer Operations

Customer Onboarding Manager

IT Operations Specialist

Customer Support Specialist

Customer Support Specialist

Program Manager – Customer Success Operations

Bilingual Onboarding Specialist – Temporary

Senior Recruiter

Google Ads Specialist

Director, Go-To-Market Strategy – Initiatives

Engineering Manager

Marketing Operations Manager

Program Manager II, GTM Operations

Senior Data Analyst

Director of Analytics – GTM Systems