Supervisor Customer Experience - Remote Opportunity!

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 theGallup 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 environment
• Able to lead and engage a remote team
• Communicate and hold team accountable for meeting the Family Operations vision and mission
• Regularly review team's performance and provide constructive feedback to team members
• Demonstrate 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 initiatives
• Provide 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 feedback
• Train and onboard new and current employees on products, policies and procedures
• Prioritize the family experience, and guide the team to meet family needs while balancing the business needs
• Build strong relationships with our field partners, and support them in resolving family concerns
• Take escalated calls, chats, and e-mails from families, field partners and step into queues when necessary
• Prepare 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 leadership
• Maintain a thorough understanding of department procedures and company policies
• Participate in special projects and perform other duties as assigned

• Associate college degree preferred
• Minimum 5 years related experience
• Leadership and supervisory experience required
• Previous remote work experience a plus
• Strong sense of customer relations
• Able to articulate the ability to drive an engaged workforce
• Conflict resolution
• Strong organizational skills
• Demonstrated success in supervising and motivating teams and individual employees in a high-volume environment
• Able to see the project, decisions, and processes in terms of the big picture/cross-departmental impacts
• Experience running multiple call queues effectively, balancing resources to achieve desired service levels
• Ability to balance work assignments
• Ability to effectively operate and collaborate within diverse and cross-functional groups
• Ability to work well under stress in a fast-paced and constantly evolving environment
• Strong problem solving and analytical skills applying creativity and innovation
• Excellent communication skills, including ability to tailor communication to audience to achieve desired results