Senior Manager, Customer Success Programs – Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee cross-departmental programs from the planning stage to implementation and adoption.

• Foster alignment among stakeholders across various departments and leadership levels.

• Ensure accountability, timely follow-up, and execution of multiple initiatives at once.

• Establish governance structures, workflows, standard operating procedures, and operating guidelines.

• Develop communication, training, and adoption strategies for new initiatives.

• Proactively identify risks, dependencies, and challenges to implementation before they hinder progress.

• Collaborate with business leaders to convert customer insights into operational enhancements.

• Assist in reporting, measurement, and efforts for continuous improvement.

• Propose and execute process enhancements that elevate the customer experience.

• Aid in scaling and operationalizing customer experience initiatives throughout the organization.

• Act as a strategic partner, guiding initiatives from conception through adoption and long-term sustainability.

⛳️ Requirements

• A minimum of 7 years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related discipline.

• Proven track record in leading complex cross-functional initiatives.

• Demonstrated ability to build stakeholder alignment and facilitate organizational change.

• Excellent written, verbal, and presentation communication skills.

• Experience in developing operational processes, governance frameworks, and documentation.

• Strong project and program management expertise.

• Outstanding relationship-building and communication abilities.

• Capability to influence stakeholders without having direct authority.

• Strong business acumen and problem-solving abilities.

• Comfortable working in a fast-paced and dynamic environment.

• Ability to foresee needs, recognize opportunities, and create solutions independently.

• Strong organizational and project management skills; systems thinker.

• Experience leading change and promoting the adoption of new processes or initiatives.

• Balance between strategic thinking and practical execution.

• Demonstrated interest in utilizing emerging technologies to address business challenges.

• Must have valid U.S. work authorization that doesn’t require employer sponsorship now or in the future.

• Willingness to travel during the first six months for the BHG Oars in Experience; approximately 5% travel annually thereafter.

🏝️ Benefits

• Comprehensive Medical/Rx/Dental/Vision coverage for employees and eligible family members.

• Competitive paid time off (PTO) and vacation policies.

• One Friday off each month designated for Wellness Weekends.

• Company 401(k) plan with employer contributions after one year of employment.

• Company-sponsored training and certification programs.

• Quarterly award ceremonies celebrating top performers with additional bonuses.

• Ongoing volunteer opportunities to contribute to the community through the BHG Cares program.

• Opportunities for personal and professional growth.

• Travel for team on-site meetings, team gatherings, and cross-departmental collaboration.