Director, Care Navigation (Family Concierge Program)

Primary Purpose:

The Director, Family Concierge is a senior leader responsible for driving the strategic direction, operational excellence, and accelerated growth of the Family Concierge program. This role ensures exceptional service delivery, client satisfaction, and alignment with organizational goals while expanding the impact of the program. The Director oversees a team of managers and individual contributors, fostering a culture of innovation, collaboration, and customer-focused excellence.

This position requires a strategic thinker who can manage complex relationships, deliver results, and identify opportunities for continuous improvement. The ideal candidate is a proven scale leader with experience extensively growing and transforming inside sales, revenue operations, consumer service and/or casework/consultative organizations. As a key driver of the One Bright Horizons initiative, the Director of Family Concierge will be leading the effort to integrate the service with Bright Horizons cross functional lines of business, scale the service significantly to Bright Horizons clients, and enhance the effectiveness of team’s ability to cross sell and connect employees with their applicable benefits – all while maintaining an established level of high quality and excellent consumer satisfaction.

This is a hybrid position requiring 3 days a week onsite at our headquarters in Newton, MA.

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Essential Functions/Responsibilities:

• Strategic Leadership
  • Set and execute a multi-year strategy that aligns client value, employee experience, and revenue impact.
  • Focus on delivering customer value at scale – optimizing touchpoints and systems that create customer loyalty, retention and long term relationships.
  • Establish and track scaling Key Performance Indicators (KPIs) including conversion, quality metrics, and Net Promoter Score (NPS).
  • Identify operational bottlenecks and lead continuous improvement initiatives to increase productivity, quality, and consistency at scale.
  • Build systems and processes that enable the service to become increasingly self-funding through cross-line-of-business referrals and benefit connections.
  • Serve as the primary advocate for the Family Concierge team, representing its value proposition to senior leadership and external stakeholders.

• Team Leadership and Development
  • Lead and develop a multi-layered organization of managers and individual contributors, scaling both headcount and leadership capability over time.
  • Design team structures, roles, and career paths that support growth, retention, and performance at scale.
  • Drive strong hiring, onboarding, and training programs that ensure consistent service quality across a growing team and reinforces team members as subject matter experts.
  • Experience leading change management for enterprise-scale teams.
  • Foster a culture that combines inside sales discipline, consultative problem-solving, and a family-first service mindset.

• Operational Excellence
  • Define and evolve operating models, workflows, capacity planning, and demand management to support scale with predictability and consistency.
  • Coordinate with the Manager of Family Concierge on day-to-day efforts, ensuring seamless service delivery and adherence to client commitments.
  • Balance high-touch experiential service with efficiency, standardization, and self-service enablement and report outcomes to leadership
  • Identify operational inefficiencies and implement solutions to enhance productivity and client satisfaction.
  • Continuously focus on scalable solutions without compromising quality.

• Client and Stakeholder Leadership
  • Partner closely with client relations and enterprise stakeholders to ensure Family Concierge delivers measurable value to employers and employees.
  • Serve as the escalation point for high-impact or at-risk situations, ensuring strong outcomes and relationship continuity.
  • Represent the Family Concierge service in executive conversations, enrollment strategies, and growth planning.

• Cross-Functional Integration and Growth
  • Work closely with marketing, produ