Senior Manager of Family Operations

Seeking a strategic and results-driven Senior Manager of Family Operations, this full-time remote position will manage customer care and back-office support functions, elevate operational performance, and enhance the overall family experience across all brands. Key responsibilities: Lead and develop frontline leaders across contact center and back-office support teams, fostering accountability and a high-performing culture Own operational performance metrics, utilizing data to identify gaps and drive measurable improvements in service quality and family satisfaction Drive operational excellence through process optimization and technology adoption, enhancing efficiency and the family experience Required qualifications: Bachelor's degree in business, operations, or a related field preferred, or equivalent combination of education and relevant experience At least 5 years of progressive leadership experience in customer care or high-volume operations with a track record of performance improvement Proven ability to lead and develop managers and frontline leaders across multiple teams Strong expertise in contact center metrics, quality management, and data-driven performance improvement Demonstrated success in leading cross-functional initiatives and implementing process and technology improvements