Steve & Kate's Customer Relationship Lead

Step into a role as the Customer Relationship Lead where in this role, you will work with Customer Relationship leadership to develop and implement strategies for responding to often complex and sensitive customer 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.

This position is remote or hybrid if within 30 miles of the corporate office.

Bright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

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

Bachelor's Degree - Preferred

3 years of Experience equivalent to role - Required

Minimum 3 additional years of experience that lieu of applicable degree? would be considered in lieu of the 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 $65,000 - $70,000. 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.

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

Deadline to Apply Information :

This posting is anticipated to remain open until October 29, 2025.

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 discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources : Know Your Rights (~ : text=For%20printing%20 / %20posting%20in%20the%20workplace) , Family and Medical Leave Act (FMLA) () and Employee Polygraph Protection Act (EPPA) () .

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.