Senior Manager of Family Operations

Job Summary

Seeking a strategic and results-driven Senior Manager of Family Operations, this full-time remote position will manage customer care and back-office support functions, elevate operational performance, and enhance the overall family experience across all brands.

Key responsibilities:

• Lead and develop frontline leaders across contact center and back-office support teams, fostering accountability and a high-performing culture
• Own operational performance metrics, utilizing data to identify gaps and drive measurable improvements in service quality and family satisfaction
• Drive operational excellence through process optimization and technology adoption, enhancing efficiency and the family experience

Required qualifications:

• Bachelor's degree in business, operations, or a related field preferred, or equivalent combination of education and relevant experience
• At least 5 years of progressive leadership experience in customer care or high-volume operations with a track record of performance improvement
• Proven ability to lead and develop managers and frontline leaders across multiple teams
• Strong expertise in contact center metrics, quality management, and data-driven performance improvement
• Demonstrated success in leading cross-functional initiatives and implementing process and technology improvements