Senior Manager, Family Operations - Customer Experience - Remote

Futures start here. Where first steps, new friendships, and confident learners are born. At Kinder Care Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award
, we offer a variety of early education and child care options for families. Whether it’s Kinder Care Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it—in neighborhoods, at work, and in schools nationwide.

At Kinder Care Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.

Kinder Care is seeking a strategic, results-driven Senior Managerof Family Operations to lead customer care and back-office support functions across all Kinder Care brands. This leader will elevate operational performance, develop frontline leaders, and drive improvements in service quality, productivity, and overall family experience.

As the Senior Manager of Family Operations, you’ll partner with the Director of Family Operations and cross-functional stakeholders to translate business priorities into operational strategies, optimize workforce capacity, and lead continuous improvement initiatives.

The ideal candidate has a proven track record of improving complex operations, developing high-performing teams, and leveraging data, technology, and innovation to deliver sustainable business results.

• Lead and develop frontline leaders across contact center and back-office support teams, fostering accountability, engagement, and a high-performing culture
• Own operational performance across service levels, quality, productivity, family satisfaction, and resolution outcomes, using data to identify gaps and drive measurable improvements
• Partner with the Director of Family Operations and Workforce Management to forecast capacity, align staffing with business demand, and optimize resources and costs
• Drive operational excellence through process optimization, technology adoption, automation, and AI-enabled solutions that enhance the family experience and improve efficiency
• Lead cross-functional initiatives and change efforts, proactively resolving systemic issues and mitigating risks to improve the end-to-end family and employee experience

• Bachelor's degree in business, operations, or a related field preferred, or an equivalent combination of education and relevant experience
• At least 5 years of progressive leadership experience in customer care, contact centers, customer experience, or comparable high-volume operations with demonstrated success improving performance through change
• Proven ability to lead and develop managers and frontline leaders across multiple teams, strengthening accountability, engagement, and operational effectiveness
• Strong expertise in contact center metrics, quality management, workforce planning, capacity forecasting, and data-driven performance improvement
• Demonstrated success leading cross-functional initiatives, implementing process and technology improvements, and translating business priorities into measurable outcomes with strong analytical and stakeholder management skills

#LI-REMOTE

We’re here to help our employees navigate the integration of work and life:
- Know your whole family is supported with discounted child care benefits.

- Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
- Feel supported in…