Provider Operations Specialist II

Brighthorizons; Newton (MA); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Bright Horizons is seeking a skilled Implementation & Training Specialist to support operational management applications, processes, and data/system maintenance for our provider network. You will create implementation documentation, project plans, and training materials, collaborating with internal teams and external providers to align with business needs.

The hybrid role requires in-person work 3 days per week at our Newton, MA office, with opportunities to guide centers through new processes

Qualifications

• Bachelor's degree required; a minimum of 3 additional years of experience considered in lieu of a degree.
• 3 years of relevant work experience.

Responsibilities

• Assist with the development of communication and training plans/materials.
• Work with Learning Services/Business Partners to develop and deliver trainings, training materials, job aids.
• Track progress of users and teams through the implementation process.
• Prepare management level implementation progress reports with direction from senior team members.
• Facilitate trainings as required.

Skills

Project management

Training & onboarding

Stakeholder communication

MS Office suite

CRM systems

Change management

Analytical skills

Time management

Team collaboration

Customer service

Education

Bachelor's degree

Tools

MS Teams

Outlook

Excel

Word

PowerPoint

Job description

Implements activities related to operational management applications, processes, and data/system maintenance for specialized provider types within the Back-Up provider network. Create and execute implementation documentation, project plans, and related training materials. Collaborate with internal teams and external providers to understand business needs and processes for improved service delivery and apply procedural and system technical support/solutions. as well as standard communication materials and global training documentation and materials. Participate in training and support activities as a regular part of day to day tasks as required

This hybrid role requires in-person work 3 days a week at either our Newton, MA or Westminster, CO office.

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.

Essential Functions/Responsibilities

• Implementation Communications and Trainings:

  • Assist with the development of communication and training plans/materials
  • Work with Learning Services/Business Partners as needed to develop and deliver trainings, training materials, job aids
  • Track progress of users and teams proceeding through the implementation process
  • Prepare management level implementation progress reports with direction from senior team members.
  • Facilitate trainings as required

• Implementation Processes and Business Partnerships:

  • Manage end-to-end specialized provider account implementation planning and procedures
  • Complete specialized provider account implementation activities and maintenance tasks in all applicable Bright Horizons technology platforms
  • Formulate new processes and identify implementation process improvements lending to efficiencies and accuracy
  • Provide support to providers and cross functional teams during centers the implementation process, guiding partners through transitions involving new process/technology solutions and complete progress reports

• Project Management:

  • Contribute to the development of implementation rollout plans and project plans for specialized program initiatives, completing required processes/tasks that support the success of initiatives
  • Execute implementations according to plan
  • Track implementation progress of specialized initiatives

• Support of Center Operations Systems and Business Department ONEsupport technician

  • Support Senior Manager and Provider Operations Senior Specialist in a proficient capacity for technology initiatives, including UAT tasks/prep, training strategies, and technical problem solving related to provider implementation
  • Support Provider Operations Specialists and Senior Specialists in a back-up capacity as needed
  • Monitor team compliance for following required implementation processes and use of systems to ensure expediency and quality

Minimum Requirements

• Bachelor's degree required, a minimum of 3 additional years of experience would be considered in lieu of degree
• 3 years of relevant work experience

Preferred Requirements

• Must be highly self motivated, a self starter, highly detailed oriented and have strong organizational/time management skills
• Proven experience and be highly knowledgeable with Microsoft applications including Word, Excel, PowerPoint, MS Teams and Outlook, etc
• Must be proficient with Customer Relationship Systems and able to learn new and multiple systems quickly; experience with existing applications will be seen as a benefit
• Familiarity with Change Management a plus but not required
• Strong written and verbal communication skills are essential. Must be able to communicate and collaborate effectively/professionally with a variety of individuals and teams within the organization and external providers
• Highly effective, strong and proven track record of root-cause analytical skills, critical thinking, and problem-solving capabilities; able to clearly and concisely document needs and communicate these needs to a variety of audiences
• Ability to understand business requirements in a variety of functional areas and demonstrate the flexibility to adapt to new and changing information
• Ability to prioritize and manage many competing demands and thrive in a fast paced environment
• Ability to work effectively as part of a virtual team
• Must have a strong customer service philosophy and follow-up skills; thrive in a team environment as well as in an individual setting; be approachable and have a willingness to take on new projects; be a self-starter, highly motivated, results-driven and goal-oriented, comfortable working toward aggressive goals.

At this time, Bright Horizons will