Provide strategic and operational leadership for Back-Up Care (BUC) programs, overseeing activities that drive program development, operational effectiveness, and revenue growth. Lead the strategy, planning, and execution of client programs and program change initiatives, ensuring successful delivery of business objectives and key performance metrics. Serve as the primary liaison between the program team and key partners, including Client Relations Directors (CRDs), Client Services Directors (CSDs), Marketing, and Public Relations, providing subject matter expertise, sales support, and operational guidance. Identify and implement improvements to program design and delivery to enhance program accessibility, utilization, client experience, and financial performance. Represent BUC operations with internal and external stakeholders, fostering strong partnerships and alignment across the organization. Lead and develop a team of Senior Program Managers, the Provider Support team, and other team members as needed, while collaborating with leaders across Bright Horizons to advance corporate and client initiatives and ensure successful execution of strategic priorities.

This is a Remote position available in the United States. 

Essential Functions/Responsibilities

• Holds overall accountability for program success, including management and communication of strategic initiatives
• Manages projects that contribute to operational efficiencies and revenue expansion - including but not limited to capacity strategies, novel approaches for revenue generation, actions to improve client metrics
• Works with Growth and Program teams to understand network needs and trends; take actions that result in capacity and revenue growth
• Performance management, goal setting, feedback and career development of assigned program team members.
• Acts as central program representative for up-selling and program information, including responses to prospect and client RFPs/RFIs, and participation in sales presentations
• Conducts or oversees proactive market analysis to inform recommendations for operational improvements for specific clients, and performance of the program as a whole
• Provides guidance and coaching to team members on approach to operational account management in their portfolios. Ensures consistent understanding and structure of BUCA program across all stakeholders, both internal and external
• Maintains overall policy and process integrity and accuracy for BUCA program
• Collaborates with CR and CS on program improvements and supplements
• Acts as primary liaison to internal customers/constituents
• Represents BUC Program in external interactions with clients, vendors, partners, etc.
• Works with our sales and services team to support positive prospect/client engagement that helps drive closure of new opportunities
• Responsible for the staffing plan to determine hiring strategy, training/onboarding methodology, and providing mentorship for the team in support of their career development
• Collaborates with senior leadership across Bright Horizons to identify and plan out major organizational projects impacting the PSO in support of the overall Bright Horizons’ goals
• Overnight travel as required for client and organizational meetings (approximately 25%)

Minimum Requirements:

• Bachelor's Degree in Business/Operations or equivalent in relevant work experience, 5 years of additional experience would be considered in lieu of applicable degree
• 10 years Related experience managing program design and delivery and high-performing teams

Preferred Requirements:

• Master's Degree
• Exceptional working knowledge of the BUC Program and related systems
• Demonstrated experience is client onboarding and maintenance of client programs
• Ability to work independently, great attention to detail
• Excellent verbal and written communication skills with internal as well as external constituents
• Proven project management ability/experience
• Experience leading high performing teams

The annual salary for this position is between $140,000 - $160,000 annually. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors. 

This position is also eligible for bonus and RSUs.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements: 

• Medical, dental, and vision insurance 

• Paid vacation, sick, holiday, and parental bonding leave 

• 401(k) retirement plan  

• Long-term and short-term disability insurance 

• Life insurance 

• Money-saving discounts and financial planning tools 

• Tuition assistance and education coaching 

• Caregiving support and resources for the children and adults in your family 

• Learn more at  

Also, depending on hire date and subject to applicable eligibility requirements and accrual schedules, new employees in this role receive up to: 9 paid holidays annually; 40 hours of sick time per year based on full-time schedule, and 120hours of vacation time per year based on full-time schedule (vacation time may be used for sick leave purposes under any applicable state or local sick or safe time law).

Deadline to Apply:

This posting is anticipated to remain open until 9/25/2026