Senior Manager, Family Operations – Customer Experience

Kindercare

. Lead and develop frontline leaders across contact center and back-office support teams .

Posted 10/19/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational performance management, focusing on service levels, quality, and productivity within contact centers. Proven ability to lead teams, implement process improvements, and leverage data for performance enhancement.

Highest-signal resume keywords

Operational Performance ManagementContact Center Metrics ExpertiseData-Driven Performance ImprovementCross-Functional Initiative LeadershipProcess Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity ForecastingQuality ManagementWorkforce PlanningChange ManagementPerformance Improvement

Soft Skills

Analytical SkillsStakeholder ManagementLeadershipTeam Development

Tools & Technologies

AutomationAI-Enabled Solutions

Industry Keywords

Customer CareContact CentersHigh-Volume OperationsOperational Excellence

About the role

Key responsibilities & impact

Lead and develop frontline leaders across contact center and back-office support teams
Own operational performance across service levels, quality, productivity, family satisfaction, and resolution outcomes
Use data to identify gaps and drive measurable improvements
Partner with the Director of Family Operations and Workforce Management to forecast capacity, align staffing with demand, and optimize resources and costs
Drive operational excellence through process optimization, technology adoption, automation, and AI-enabled solutions
Lead cross-functional initiatives and change efforts
Resolve systemic issues and mitigate risks to improve the end-to-end family and employee experience

Requirements

What you’ll need

Bachelor's degree in business, operations, or a related field preferred, or an equivalent combination of education and relevant experience
At least 5 years of progressive leadership experience in customer care, contact centers, customer experience, or comparable high-volume operations
Demonstrated success improving performance through change
Ability to lead and develop managers and frontline leaders across multiple teams
Expertise in contact center metrics, quality management, workforce planning, capacity forecasting, and data-driven performance improvement
Experience leading cross-functional initiatives
Experience implementing process and technology improvements
Strong analytical and stakeholder management skills

Benefits

Comp & perks

Discounted child care benefits
Medical, dental, and vision benefits for employees and families, including pets
Employee assistance programs
Health and wellness programs
Paid time off
Discounts for work necessities, such as cell phones