Director, Customer Operations

brightwheel

About The Position

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally. You are an operator at your core—you don’t just set direction, you execute and drive outcomes You bring a strong AI-first mindset and are excited to fundamentally redesign how support operates using AI, not just incrementally improve it You have a track record of owning and transforming complex, customer-facing functions, especially in ambiguous or fast-changing environments You think in systems—able to diagnose problems, identify root causes, and redesign workflows for scale and efficiency You operate with high agency and ownership, proactively identifying opportunities and driving change without waiting for direction You are analytical and metrics-driven, comfortable owning business outcomes like CSAT, cost efficiency, resolution time, and fraud/risk performance You are a strong cross-functional leader, able to partner effectively across Product, Engineering, Operations, Finance, and GTM You are comfortable navigating ambiguity and making high-quality decisions quickly, balancing speed with sound judgment You are not limited by traditional definitions of support—you are motivated by the opportunity to build and evolve a business function

Requirements

8-10+ years of relevant operating experience at high-growth organizations
Led and scaled customer-facing or operational teams in high-growth, fast-paced environments, including managing through managers
Owned business-critical metrics (e.g., customer experience, cost efficiency, operational performance, or risk/fraud outcomes) at a leadership level
Demonstrated the ability to transform a function or system, not just manage existing processes
Applied AI, automation, or technology to meaningfully improve workflows, efficiency, or customer experience
Successfully navigated ambiguous or “messy” environments, bringing structure, clarity, and results
Built or improved operational systems and processes that scaled with business growth
Partnered cross-functionally to drive outcomes across teams and influence company-level decisions

Nice To Haves

Experience with payments, fraud, risk, or dispute operations
Experience in Customer Support or Service environments

Responsibilities

Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
Own Payments Operations performance, including fraud, risk, and dispute management, through the team’s leadership layer
Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management
Deliver against key business metrics including CSAT, SLAs, time to resolution, handle time, cost reduction, dispute win rate, and chargeback/charge-off reduction
Operate as a hands-on leader—diagnosing issues, setting direction, and executing alongside the team
Partner cross-functionally to ensure support and payments operations are aligned with broader product, engineering, and business priorities
Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement
Identify opportunities to expand scope and impact over time, contributing to broader business and operational leadership

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