Edtech.com's Summary

Wonderschool is hiring an Operations Manager - New Initiatives to oversee the daily operations of the Tri-Share and SubPool programs. The role involves managing program processes, improving workflows, collaborating with Product and Engineering teams, and implementing AI-driven automation to enhance efficiency while supporting child care providers and families.

Highlights

Manage operations for the Tri-Share and SubPool programs including enrollment, eligibility, communications, and customer support.
Improve workflows, develop reporting, and create scalable processes for program efficiency.
Identify and resolve operational friction points to simplify and accelerate processes.
Collaborate with Product and Engineering to prioritize enhancements and test new workflows.
Leverage data, customer feedback, and frontline insights to drive continuous improvement.
Use AI and automation tools to reduce manual work while maintaining human oversight where necessary.
Work cross-functionally to support program launches and expansion into new markets.
Requires 4+ years in operations, program management, or related roles with strong process improvement skills.
Must be comfortable translating operational needs into technical requirements and using AI tools to optimize workflows.
Preferred experience includes child care, education, benefits administration, or multi-state operations and familiarity with CRM, automation, payment, or reporting platforms.

Operations Manager - New Initiatives Full Description

Position Summary

The Operations Manager, New Initiatives manages the daily operations of Wonderschool’s Tri-Share and SubPool programs. This role ensures both programs have clear, reliable, and scalable processes that create a strong experience for employers, providers, substitutes, employees, families, and program partners.

The Operations Manager identifies operational friction, improves workflows, develops practical systems and reporting, and works closely with Product and Engineering to make the platforms easier to use and more effective. They bring a continuous-improvement mindset, using AI and automation to reduce manual work while maintaining the human judgment and empathy that child care programs require.

This role reports to the Head of New Initiatives.

Key Responsibilities

Manage Tri-Share operations, ensuring clear, reliable processes for enrollment, eligibility, communications, payments, customer support, and reporting.
Manage SubPool operations, setting priorities, clarifying expectations, reviewing performance and trends, and providing support on escalated or complex issues.
Improve the operating systems behind both programs by creating clear workflows, documentation, reporting, escalation paths, and performance measures.
Identify friction for customers and internal teams, then lead practical improvements that make processes simpler, faster, and more reliable.
Partner with Product and Engineering to identify operational needs, prioritize enhancements, test new workflows, and ensure platform changes work in real-world use.
Use data, customer feedback, and frontline observations to identify trends, risks, and opportunities for improvement.
Look for opportunities to automate repetitive work using AI and other tools, while preserving human review where customer trust, compliance, or judgment is needed.
Work closely with cross-functional teams to support program launches, process changes, and growth into new markets.

Required Qualifications

4+ years of experience in operations, program management, implementation, customer operations, or a similar role.
Strong process-improvement and systems-thinking skills.
Comfort working with Product and Engineering teams and translating operational needs into clear requirements.
Curiosity and confidence using AI tools to improve workflows, reduce manual work, and surface insights.
Strong analytical, organizational, written, and verbal communication skills.
A customer-centered mindset and sound judgment when handling operational issues.
Empathy for the realities facing child care providers, educators, working parents, and families.

Preferred Qualifications

Experience in child care, education, workforce development, benefits administration, marketplaces, government programs, or mission-driven technology.
Experience supporting operations across multiple states, markets, or regulatory environments.
Familiarity with CRM, customer support, workflow automation, payment, or reporting platforms.

Original Job Description

Position Summary

This role reports to the Head of New Initiatives.

Key Responsibilities

Manage Tri-Share operations, ensuring clear, reliable processes for enrollment, eligibility, communications, payments, customer support, and reporting.
Manage SubPool operations, setting priorities, clarifying expectations, reviewing performance and trends, and providing support on escalated or complex issues.
Improve the operating systems behind both programs by creating clear workflows, documentation, reporting, escalation paths, and performance measures.
Identify friction for customers and internal teams, then lead practical improvements that make processes simpler, faster, and more reliable.
Partner with Product and Engineering to identify operational needs, prioritize enhancements, test new workflows, and ensure platform changes work in real-world use.
Use data, customer feedback, and frontline observations to identify trends, risks, and opportunities for improvement.
Look for opportunities to automate repetitive work using AI and other tools, while preserving human review where customer trust, compliance, or judgment is needed.
Work closely with cross-functional teams to support program launches, process changes, and growth into new markets.

Required Qualifications

4+ years of experience in operations, program management, implementation, customer operations, or a similar role.
Strong process-improvement and systems-thinking skills.
Comfort working with Product and Engineering teams and translating operational needs into clear requirements.
Curiosity and confidence using AI tools to improve workflows, reduce manual work, and surface insights.
Strong analytical, organizational, written, and verbal communication skills.
A customer-centered mindset and sound judgment when handling operational issues.
Empathy for the realities facing child care providers, educators, working parents, and families.

Preferred Qualifications

Experience in child care, education, workforce development, benefits administration, marketplaces, government programs, or mission-driven technology.
Experience supporting operations across multiple states, markets, or regulatory environments.
Familiarity with CRM, customer support, workflow automation, payment, or reporting platforms.

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Operations Manager - New Initiatives

Edtech.com's Summary

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