Steve & Kate's Customer Relationship Lead

Bright Horizons Family Solutions•Denver, CO

1d•$64,000 - $73,000•Hybrid

About The Position

Step into a role as the Customer Relationship Lead where in this role, you will work with Customer Relationship leadership to develop and implement strategies for responding to often complex and sensitive customer situations. This leader is responsible for being a highly organized individual who is able to work at a robust pace to meet tight deadlines and manage multiple priorities. The Customer Relationship Lead will have a profound interest in resolving escalated conflicts, strong communications skills, and a proven track record of complying with company policies and regulatory agencies' requirements. This position will be expected to spend much of their time providing support for escalated issue, assisting with field team questions/needs, supporting capacity, and providing reporting information to leadership. This includes being a subject matter expert, creating and updating processes and process documents, administering training for new hires as well as new process training. 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.

Requirements

Associate Degree - Required
3 years of Experience equivalent to 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 has a demonstrated ability to collaborate across functions
Must have experience managing projects, strong problem-solving, and critical thinking skills.

Nice To Haves

Bachelor's Degree - Preferred

Responsibilities

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.