Senior Director, Back Up Care Program

Provide strategic and operational leadership for Back-Up Care (BUC) programs, overseeing activities that drive program development, operational effectiveness, and revenue growth. Lead the strategy, planning, and execution of client programs and program change initiatives, ensuring successful delivery of business objectives and key performance metrics. Serve as the primary liaison between the program team and key partners, including Client Relations Directors (CRDs), Client Services Directors (CSDs), Marketing, and Public Relations, providing subject matter expertise, sales support, and operational guidance.

Identify and implement improvements to program design and delivery to enhance program accessibility, utilization, client experience, and financial performance. Represent BUC operations with internal and external stakeholders, fostering strong partnerships and alignment across the organization. Lead and develop a team of Senior Program Managers, the Provider Support team, and other team members as needed, while collaborating with leaders across Bright Horizons to advance corporate and client initiatives and ensure successful execution of strategic priorities.

This is a Remote position available in the United States. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being.

Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

• Holds overall accountability for program success, including management and communication of strategic initiatives
• Manages projects that contribute to operational efficiencies and revenue expansion - including but not limited to capacity strategies, novel approaches for revenue generation, actions to improve client metrics
• Works with Growth and Program teams to understand network needs and trends; take actions that result in capacity and revenue growth
• Performance management, goal setting, feedback and career development of assigned program team members.
• Acts as central program representative for up-selling and program information, including responses to prospect and client RFPs/RFIs, and participation in sales presentations
• Conducts or oversees proactive market analysis to inform recommendations for operational improvements for specific clients, and performance of the program as a whole
• Provides guidance and coaching to team members on approach to operational account management in their portfolios.
• Ensures consistent understanding and structure of BUCA program across all stakeholders, both internal and external
• Maintains overall policy and process integrity and accuracy for BUCA program
• Collaborates with CR and CS on program improvements and supplements
• Acts as primary liaison to internal customers/constituents
• Represents BUC Program in external interactions with clients, vendors, partners, etc.
• Works with our sales and services team to support positive prospect/client engagement that helps drive closure of new opportunities
• Responsible for the staffing plan to determine hiring strategy, training/onboarding methodology, and providing mentorship for the team in support of their career development
• Collaborates with senior leadership across Bright Horizons to identify and plan out major organizational projects impacting the PSO in support of the overall Bright Horizons’ goals
• Overnight travel as required for client and organizational meetings…