Bright Horizons
Steve & Kate's Customer Relationship Lead
Edtech.com's Summary
Bright Horizons is hiring a Customer Relationship Lead. The role involves developing and implementing strategies to handle complex customer issues, managing escalations, supporting field teams, and improving customer satisfaction through analysis and process improvements.
Highlights
- Lead resolution of escalated customer conflicts and support field team inquiries.
- Collaborate with cross-functional stakeholders including legal, communications, and risk management.
- Recommend and implement process improvements based on trend analysis and feedback.
- Manage and update process documentation and provide training for new hires and new processes.
- Act as subject matter expert and support resource within Customer Relationships.
- Required Associate Degree; Bachelor's Degree preferred with 3+ years of relevant experience or an equivalent combination.
- Strong project management, problem-solving, critical thinking, and communication skills required.
- Compensation ranges from $64,000 to $73,000 annually based on experience and qualifications.
- Benefits include medical, dental, vision insurance, 401(k), life insurance, and disability coverage.
- Work requires managing multiple priorities, meeting tight deadlines, and a strong sense of urgency for escalation.
Steve & Kate's Customer Relationship Lead Full Description
Steve & Kate's Customer Relationship Lead
Denver, Colorado, United States of America, 80123
Corporate
Full time
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.
Responsibilities:
Depending on the line of business, the position may perform some or all of the below functions:
- 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.
Qualifications
- Associate Degree - Required
- Bachelor's Degree - Preferred
- 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.
Additional Job Requirements
- 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.
Bring your leadership skills and passion for early childhood education to Bright Horizons, where you’ll foster an enriching environment for children, families, and staff. Discover how far your career can take you in an inclusive workplace where you can be you. Apply today to explore the possibilities!
Salary/Hourly Rate and Other Compensation Disclosures:
The annual starting salary for this position is between $64,000 - $73,000. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors.
Benefits:
Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term and short-term disability insurance
Deadline to Apply Information:
This posting is anticipated to remain open until 4/20/2026. Compensation: $65,000-$73,000
Life at Bright Horizons:
At Bright Horizons, you’re more than your job title — you’re the difference. Whether you’re nurturing a child’s first steps or supporting the systems behind the scenes, your work creates real impact. We’re a community that celebrates individuality, invests in your growth, and supports your whole self. Because when you thrive, so do the children, families, and clients we serve. Join us and help build a brighter future — for yourself and for others.
Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Similar Jobs
Program Director, Vocational Nursing (VN) Program
Stanbridge University
🇺🇸 Alhambra, CA
Program Director - Master of Science in Nursing (MSN)
Stanbridge University
🇺🇸 Irvine, CA
Program Director for TRIO SSS
University of Texas at Arlington
🇺🇸 Arlington, TX
Provost & Executive Vice Chancellor for Academic Affairs
University of South Carolina
🇺🇸 Beaufort, SC
Director of Executive Engagement
University of North Carolina at Chapel Hill
🇺🇸 Chapel Hill, NC
