Manager, Customer Onboarding Operations at Brightwheel | Powderkeg

Location: Remote (US Only)

Employment Type: Full-time

Team: Success

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $100 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US, and a small hub in Austin. Our team is passionate, talented, and customer- focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who You Are

Brightwheel is looking for someone to help lead operations for the onboarding team. This includes designing and optimizing the customer journey as well as directly managing multiple specialized teams of entry-level customer-facing team members responsible for specific parts of the customer journey.

You are an incredible people leader who loves solving new problems. You enjoy experimenting with new approaches and working on collaborative and detailed projects. You also love helping our customers and working with your customer- facing team daily to help them hit their goals. You know how important team culture is and are dedicated to fostering a strong and collaborative team in a remote work setup. You will break down walls to get things done. You are a pro at collaboration, quick analyses and have been told you are an expert critical thinker. The idea of getting to do all of this in a flexible, evolving startup environment focused on improving early education makes you giddy

What you’ll do

  • Manage a team of 12+ remote brightwheelers, likely including new managers who are just learning how to manage small teams -- hire, train, motivate, monitor performance, coach, develop, mentor, celebrate
  • Design and iteratively test new approaches to improve the speed and effectiveness of our customers’ onboarding journey
  • Partner with System and Data teams to improve tools and workflows
  • Partner with other CX teams including Sales, Onboarding, Product and Support to achieve goals

Qualifications, Skills, & Abilities

  • 2+ years managing customer-facing teams in a phone/zoom environment
  • Experience in customer onboarding or account management
  • Exceptional critical thinking, problem solving and cross-functional collaboration skills
  • Experience running large-scale projects that involve multiple stakeholders and aggressive timelines
  • Structured communication, and the ability to communicate with multiple different teams
  • Proven ability to motivate, inspire and coach
  • Data-driven approach to problem-solving, including comfort with Excel and / or Salesforce reporting
  • Extraordinarily high level of empathy for our customers

Brightwheel offers a competitive compensation package (base salary, equity and benefits) with a strong emphasis on equity-based compensation (ownership in brightwheel). For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar stage growth companies. The annual cash compensation for this role is targeted at $90,000 base with a $20,000 variable component.

Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.

Brightwheel is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Job Summary
  • Job Title
    Manager, Customer Onboarding Operations
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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