Job description

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.

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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.

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Who You Are*
Brightwheel is seeking an experienced senior manager to join the Customer Onboarding team. You are a problem-solver and a process person at heart. You combine your ability to take the 10,000 foot view with your drive to dig into the details to be able to fully own complex processes and systems. You view everything with the belief that it can be better and don’t hesitate to propose and tackle big changes that will improve the customer journey or the team’s effectiveness. You know exactly how to lay everything out for the team so that they can follow proven approaches and create a fantastic customer experience. You are also an exceptional people leader - you can lead your team to hit big goals every time and you thrive on the opportunities to develop others’ skills and create a phenomenal team culture. You are beyond excited to do all of this in a fast-paced startup environment with the mission of transforming early education.

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What You’ll Do*

• Use data and problem-solving skills to manage systems that ensure the customer journey is a great experience for our Administrators and also effective and efficient for the team
• Ensure the entire Customer Onboarding team is enabled with appropriate training, SOPs, systems/tools, scripts and customer-facing materials either by owning these areas yourself or collaborating with cross-functional teams that own them
• Manage multiple specialized teams within Customer Onboarding - enable your Team Leads to hire, train, motivate, monitor performance, coach, develop, mentor, celebrate (and do all that yourself!)
• Collaborate with partners in Customer Onboarding, our broader Customer Success teams, and our cross-functional partners (Sales, Product, etc.) to achieve brightwheel’s ambitious goals

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Qualifications, Skills, & Abilities*

• 2+ years managing teams to hit ambitious goals including 1+ year managing people managers
• 5+ years experience in Customer Onboarding or Customer Success (preference for high-volume SaaS)
• Experience running large-scale operational projects that involve multiple stakeholders or systems and aggressive timelines
• Data and structure enthusiasm - structured, data-driven approach to problem-solving; comfort with building Salesforce reports and utilizing Excel to approach problems (e.g. vlookup, pivot tables, etc)
• Experience owning or managing team-wide enablement (training, SOPs, scripts, systems/tools, etc) including ensuring the team uses standard approaches to drive results
• Extraordinarily high level of empathy for our customers
• Proven ability to develop strong collaborative relationships

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 $137,000 base with a $25,000 variable. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above. If you are applying from a different location and have questions on the compensation band for your region, please ask your recruiter.

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.

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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 Type: Full-time

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