Step into a role as a Steve & Kate’s Customer Relationship Lead​ at Bright Horizons, where you will work with Customer Relationship leadership to develop and implement strategies for responding to often complex and sensitive cus

tomer situations. This leader is responsible for being a highly organized individual who is able to work at a robust pace to meet tight deadlines and manage multiple priorities. The Customer Relationship Lead will have a profound interest in resolving escalated conflicts, strong communications skills, and a proven track record of complying with company policies and regulatory agencies' requirements.

This position will be expected to spend much of their time providing support for escalated issue, assisting with field team questions/needs, supporting capacity, and providing reporting information to leadership.

This includes being a subject matter expert, creating and updating processes and process documents, administering training for new hires as well as new process training. Monitors and tracks escalation trends and performs analysis to improve overall customer satisfaction.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Tuition Reimbursement

Responsibilities:

Depending on the line of business, the position may perform some or all of the below functions:

• Works collectively with stakeholders from camp operations, legal, communications, risk management, human resources, and executive management to summarize complex incidents and formulate a plan to correct and address.

• Provide results, and recommendations for improvement to management.

• Work closely with leadership to ensure departmental goals are met.

• Recommend process improvements to management based on trends, feedback, and consultant and employee experience during interactions.

• Update and maintain process and support documents for the team.

• Lead business process improvement initiatives.

• Establish and maintain cross organizational relationships that align with company goals.

• Acts as a subject matter expert and support resource for Customer Relationships.

Qualifications:

• Associate degree - Required

• 3 years of Experience equivalent to role - Required

• 3 years additional experience would be considered in lieu of applicable degree.

Additional Job Requirements

• Comfortable working long hours when required

• Strong sense of urgency and an understanding of when escalation is needed

• Ability to manage multiple priorities and meet deadlines

• Must be organized with a keen attention to detail

• Excellent written and oral communication skills and has a demonstrated ability to collaborate across functions

• Must have experience managing projects, strong problem-solving, and critical thinking skills.

Bring your leadership skills and passion for early childhood education to Bright Horizons, where you’ll foster an enriching environment for children, families, and staff. Discover how far your career can take you in an inclusive workplace where you can be you. Apply today to explore the possibilities!

Salary/Hourly Rate and Other Compensation Disclosures:

The annual starting salary for this position is between $68,000 - 70,000 per. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors

Compensation: $68,000-$70,000

Life at Bright Horizons:

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discr