Steve & Kate's Customer Relationship Lead

Overview

Step into a role as the Customer Relationship Lead where you will work with Customer Relationship leadership to develop and implement strategies for responding to complex and sensitive customer situations. This leader is expected to be highly organized, able to work at a robust pace to meet tight deadlines and manage multiple priorities, and have a strong interest in resolving escalated conflicts, with excellent communication skills and a track record of complying with company policies and regulatory requirements.

This position will spend much of its time providing support for escalated issues, assisting with field team questions and needs, supporting capacity, and providing reporting information to leadership. It includes being a subject matter expert, creating and updating processes and process documents, administering training for new hires and for new process training. The role monitors and tracks escalation trends and performs analysis to improve overall customer satisfaction.

This position is remote (but must be located in the eastern time zone) 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.

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.

• Associate Degree — Required

• Bachelor’s Degree — Preferred

• 3 years of experience equivalent to the role — Required

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

• 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 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!

The annual starting salary for this position is between $64,000 - $73,000. 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.

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

This posting is anticipated to remain open until 4/20/2026.

Compensation: $65,000-$73,000

Life at Bright Horizons:

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