Futures start here. Where first steps, new friendships, and confident learners are born. At KinderCare Learning Companies, the first and only early childhood education provider recognized with the Gallup Exceptional Workplace Award, we offer a variety of early education and child care options for families. Whether it’s KinderCare Learning Centers, Champions, or Crème de la Crème, we build confidence for kids, families, and the future we share. And we want you to join us in shaping it—in neighborhoods, at work, and in schools nationwide.

At KinderCare Learning Companies, you’ll use your skills and expertise to support the work (and fun) that happens in our sites and centers every day. From marketers and strategists to financial analysts and data engineers, and so much more, we’re all passionate about crafting a world where children, families, and organizations can thrive.  

Being a part of the Family Operations team means being an enthusiastic, thoughtful, highly motivated problem solver that is passionate about creating an innovative customer experience and building strong relationships with families and business partners across all KinderCare Learning Companies' brands. Our Family Operations Team provides support via the phone, live chat, social media, and email. Whether it's problem resolution, billing support, or supporting clients by helping their employees find Backup Care when an emergency may arise with their current care provider, the Family Operations team is responsible for the family experience throughout the customer's journey with KinderCare and Champions. As a Family Operations team member, you are a crucial part of the organization and a strong representation of the company's values and mission and should be flexible and willing to support across all teams to ensure the best experience for our families and partners. Being self-motivated and the ability to work in a high volume, work from home environment is key to the success for our Family Operations team. The need for compassionate, flexible, and quick-thinking individuals is crucial to the overall success of our Family Operations team.

The Family Operations Supervisor is responsible for management of the daily workflow and the leadership of the Family Operations frontline teams, which supports all our brands from driving enrollments, billing issues, problem resolution and retention. The Family Operations Supervisor promotes a positive and engaging team environment that drives growth and opportunity. Our leaders need to be able to respond to unexpected changes or demands.

Responsibilities:

Create and support an engaged, friendly, and productive work environmentAble to lead and engage a remote teamCommunicate and hold team accountable for meeting the Family Operations vision and missionRegularly review team’s performance and provide constructive feedback to team membersDemonstrate ownership for overall team results; recommend and lead the implementation of plan(s) of action to improve the team's overall achievement.Measure and run performance with key metrics such as service levels, experience, call abandonment, calls waiting etc.Drive the team to identify and implement process improvements; encourage ownership of and group participation in the improvement initiativesProvide communication and follow up to ensure team is fully informed of all new information related to procedures, family needs, field updates and company related issues, changes, or actions.Monitor direct report phone and off phone interactions for quality purposes. Meet monthly with direct reports and conduct weekly calibrations with peers to ensure individual, team and department goals are being met.Coach and mentor the team on quality and performance providing real time and one on one feedbackTrain and onboard new and current employees on products, policies and proceduresPrioritize the family experience, and guide the team to meet family needs while balancing the business needsBuild strong relationships with our field partners, and support them in resolving family concernsTake escalated calls, chats, and e-mails from families, field partners and step into queues when necessaryPrepare weekly and monthly reporting on team’s performance. Identify trends and share with management.Identify processes that negatively impact the family experience, and advance to leadershipMaintain a thorough understanding of department procedures and company policiesParticipate in special projects and perform other duties as assigned

Qualifications:

Associate college degree preferredMinimum 5 years related experienceLeadership and supervisory experience requiredPrevious remote work experience a plusStrong sense of customer relationsAble to articulate the ability to drive an engaged workforceConflict resolutionStrong organizational skillsDemonstrated success in supervising and motivating teams and individual employees in a high-volume environmentAble to see the project, decisions, and processes in terms of the big picture/cross-departmental impactsExperience running multiple call queues effectively, balancing resources to achieve desired service levelsAbility to balance work assignmentsAbility to effectively operate and collaborate within diverse and cross-functional groupsAbility to work well under stress in a fast-paced and constantly evolving environmentStrong problem solving and analytical skills applying creativity and innovationExcellent communication skills, including ability to tailor communication to audience to achieve desired results

Our benefits meet you where you are. We’re here to help our employees navigate the integration of work and life:
- Know your whole family is supported with discounted child care benefits.

- Breathe easy with medical, dental, and vision benefits for your family (and pets, too!).
- Feel supported in your mental health and personal growth with employee assistance programs.
- Feel great and thrive with access to health and wellness programs, paid time off and discounts for work necessities, such as cell phones.
- … and much more.

We operate research-backed, accredited, and customizable programs in more than 2,000 sites and centers across 40 states and the District of Columbia. As we expand, we’re matching the needs of more and more families, dynamic work environments, and diverse communities from coast to coast. Because we believe every family deserves access to high-quality child care, no matter who they are or where they live. Every day, you’ll help bring this mission to life by building community and delivering exceptional experiences. And if you’re anything like us, you’ll come for the work, and stay for the people. 

KinderCare Learning Companies is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.