Steve & Kate's Customer Relationship Lead

tomer 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.

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

• Tuition Reimbursement

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.

• Associate degree - Required

• 3 years of Experience equivalent to role - Required

• 3 years additional experience would be considered in lieu of applicable degree.

Additional Job Requirements