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brightwheel logo
brightwheel

#1 platform for early education

Director, Customer Operations

OperationsOperationsFull TimeRemoteLeadTeam 201-500H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

57 days ago

Salary

$147K - $217K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglish

Job Description

Director, Customer Operations

brightwheel

• 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

Job Requirements

  • 8-10+ years of relevant operating experience at high-growth organizations
  • Led and scaled customer-facing or operational teams in high-growth, fast-paced environments, including managing through managers
  • Owned business-critical metrics (e.g., customer experience, cost efficiency, operational performance, or risk/fraud outcomes) at a leadership level
  • Demonstrated the ability to transform a function or system, not just manage existing processes
  • Applied AI, automation, or technology to meaningfully improve workflows, efficiency, or customer experience
  • Successfully navigated ambiguous or “messy” environments, bringing structure, clarity, and results
  • Built or improved operational systems and processes that scaled with business growth
  • Partnered cross-functionally to drive outcomes across teams and influence company-level decisions
  • (Nice to have) Experience with payments, fraud, risk, or dispute operations
  • (Nice to have) Experience in Customer Support or Service environments

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Generous paid parental leave
  • Flexible PTO so you can recharge when you need it

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