Senior Manager, Family Operations - Customer Experience - Remote Opportunity

KinderCare; Beaverton (OR); Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Discounted child care

Medical, dental, and vision benefits

Employee assistance programs

Health and wellness programs

Paid time off

Phone discounts

Job summary

KinderCare Learning Companies is seeking a strategic Senior Manager of Family Operations to lead customer care and back-office support across all brands. You will elevate operational performance, develop frontline leaders, and drive improvements in service quality, productivity, and family experience.

You will partner with the Director of Family Operations to translate priorities into operational strategies, optimize workforce capacity, and guide continuous improvement initiatives using data and

Qualifications

• 5+ years of progressive leadership experience in high-volume operations with improvement track record.
• Ability to lead managers and frontline leaders across multiple teams.
• Strong expertise in contact center metrics, quality management, workforce planning, and data-driven performance improvement.
• Proven success translating business priorities into measurable outcomes with stakeholders.

Responsibilities

• Lead frontline leaders across contact center and back-office teams.
• Own operational performance across service levels, quality, productivity, family satisfaction, and resolution outcomes.
• Forecast capacity with Workforce Management and align staffing with demand.
• Drive process optimization, technology adoption, automation, and AI-enabled solutions.
• Lead cross-functional initiatives and proactively resolve systemic issues to improve experiences.

Skills

Leadership experience

Data-driven performance

Cross-functional collaboration

Analytical skills

Stakeholder management

Education

Bachelor's degree in business/operations

Job description

Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare 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 KinderCare 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 KinderCare 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.

KinderCare is seeking a strategic, results-driven Senior Managerof Family Operations to lead customer care and back-office support functions across all KinderCare 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.

Responsibilities:

• 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

Qualifications:

• 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

Our benefits meet you where you are.

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 your mental health and personal growth with employee assistance programs.
- Feel great and thrive with access to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
- … and much more.

We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we believe every family deserves access to high-quality child care, no matter who they are or where they live. Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences. And if you’re anything like us, you’ll come for the work, and stay for the people.

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.