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Senior Manager, Customer Success Programs – Operations
BHG Financial. Lead cross-functional programs from planning through implementation and adoption .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Program Management and Business Operations, with a strong focus on leading cross-functional initiatives and driving organizational change. Capable of developing operational processes and governance models while effectively communicating and building relationships with stakeholders.
Highest-signal resume keywords
Program ManagementCross-Functional Initiative LeadershipStakeholder AlignmentOperational Process DevelopmentChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Program ManagementBusiness OperationsChange ManagementOperational ProcessesGovernance ModelsProject ManagementProcess ImprovementCustomer Experience InitiativesRisk IdentificationContinuous Improvement
Soft Skills
Communication SkillsRelationship BuildingProblem-Solving SkillsOrganizational SkillsStrategic Thinking
Industry Keywords
Stakeholder EngagementCustomer Success OperationsConsultingSOP DevelopmentImplementation Challenges
About the role
Key responsibilities & impact- Lead cross-functional programs from planning through implementation and adoption
- Build stakeholder alignment across departments and leadership levels
- Drive accountability, follow-up, and execution across multiple initiatives simultaneously
- Develop governance structures, workflows, SOPs, and operating procedures
- Create communication, training, and adoption plans for new initiatives
- Identify risks, dependencies, and implementation challenges before they impact progress
- Partner with business leaders to translate customer insights into operational improvements
- Support reporting, measurement, and continuous improvement efforts
- Recommend and implement process improvements that improve the customer experience
- Help scale and operationalize customer experience initiatives across the organization
- Serve as a strategic partner moving initiatives from concept to adoption and long-term sustainment
Requirements
What you’ll need- 7+ years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related field
- Proven experience leading complex cross-functional initiatives
- Demonstrated success building stakeholder alignment and driving organizational change
- Strong written, verbal, and presentation skills
- Experience developing operational processes, governance models, and documentation
- Strong project and program management experience
- Exceptional relationship-building and communication skills
- Ability to influence stakeholders without direct authority
- Strong business judgment and problem-solving skills
- Comfortable operating in a fast-paced, evolving environment
- Ability to anticipate needs, identify opportunities, and develop solutions independently
- Strong organizational and project management capabilities; systems-thinker
- Experience leading change and driving adoption of new processes or initiatives
- Ability to balance strategic thinking with hands-on execution
- Demonstrated interest in using emerging tech to solve business problems
- Must already possess valid U.S. work authorization that will not require employer sponsorship now or in the future
- Travel during the first 6 months of employment to attend the BHG Oars in Experience; approximately 5% annual travel thereafter
Benefits
Comp & perks- Medical/Rx/Dental/Vision coverage for employees and their eligible family members
- Competitive PTO and vacation policies
- 1 Friday off each month for Wellness Weekends
- Company 401(k) plan with employer contributions after one year
- Company-sponsored training and certification opportunities
- Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
- Ongoing volunteer opportunities to give back to the community through the BHG Cares program
- Opportunities for personal and professional development
- Travel to team on-sites, team meetings, and cross-functional collaboration