Director, Family Concierge
Bright Horizons, Newton, MA, United States
Director, Family Concierge
Primary Purpose: The Director, Family Concierge is a senior leader responsible for driving the strategic direction, operational excellence, and accelerated growth of the Family Concierge program. This role ensures exceptional service delivery, client satisfaction, and alignment with organizational goals while expanding the impact of the program. The Director oversees a team of managers and individual contributors, fostering a culture of innovation, collaboration, and customer-focused excellence. This position requires a strategic thinker who can manage complex relationships, deliver results, and identify opportunities for continuous improvement. The ideal candidate is a proven scale leader with experience extensively growing and transforming inside sales, revenue operations, consumer service and/or casework/consultative organizations. As a key driver of the One Bright Horizons initiative, the Director of Family Concierge will be leading the effort to integrate the service with Bright Horizons cross functional lines of business, scale the service significantly to Bright Horizons clients, and enhance the effectiveness of team's ability to cross sell and connect employees with their applicable benefits all while maintaining an established level of high quality and excellent consumer satisfaction. This is a hybrid position requiring 3 days a week onsite at our headquarters in Newton, MA. Essential Functions/Responsibilities: Strategic Leadership Team Leadership and Development Operational Excellence Client and Stakeholder Leadership Cross-Functional Integration and Growth Minimum Qualifications: Bachelor's Degree 10 years leadership experience (12 years preferred) in scaling or transforming services, including experience managing managers and growing teams through periods of rapid change, experience in B2B and/or B2C environments (preferably both) 5 years of management experience Preferred Qualifications: Master's degree Experience leading or partnering on CRM or service-platform implementations at scale Experience managing budgets and cost-to-serve models Demonstrated success scaling inside-led services, consultative sales/support organizations, customer experience teams, or multi-client service operations. Leadership & Skills Strategic thinker with a proven ability to drive results and lead complex projects from conception to completion. Strong leadership and interpersonal skills, with a track record of building and maintaining business relationships across all levels of an organization. Exceptional decision-making, prioritization, and organizational skills. Adaptability to thrive in a fast-paced, dynamic environment. Data-driven mindset with experience analyzing performance metrics to inform strategy and operations. Technical Proficiency Experience leveraging CRM platforms (e.g., Microsoft D365 or Salesforce) and service tools to support scale, visibility, and performance management. Familiarity with technologies that enable customer experience, workflow automation, and operational efficiency. Compensation: The annual salary for this position is between $123,000-$155,000. 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 a 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 Life at Bright Horizons: At Bright Horizons, you're more than your job title you're the difference. Whether you're nurturing a child's first steps or supporting the systems behind the scenes, your work creates real impact. We're a community that celebrates individuality, invests in your growth, and supports your whole self. Because when you thrive, so do the children, families, and clients we serve. Join us and help build a brighter future for yourself and for others. Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA). If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Primary Purpose: The Director, Family Concierge is a senior leader responsible for driving the strategic direction, operational excellence, and accelerated growth of the Family Concierge program. This role ensures exceptional service delivery, client satisfaction, and alignment with organizational goals while expanding the impact of the program. The Director oversees a team of managers and individual contributors, fostering a culture of innovation, collaboration, and customer-focused excellence. This position requires a strategic thinker who can manage complex relationships, deliver results, and identify opportunities for continuous improvement. The ideal candidate is a proven scale leader with experience extensively growing and transforming inside sales, revenue operations, consumer service and/or casework/consultative organizations. As a key driver of the One Bright Horizons initiative, the Director of Family Concierge will be leading the effort to integrate the service with Bright Horizons cross functional lines of business, scale the service significantly to Bright Horizons clients, and enhance the effectiveness of team's ability to cross sell and connect employees with their applicable benefits all while maintaining an established level of high quality and excellent consumer satisfaction. This is a hybrid position requiring 3 days a week onsite at our headquarters in Newton, MA. Essential Functions/Responsibilities: Strategic Leadership Team Leadership and Development Operational Excellence Client and Stakeholder Leadership Cross-Functional Integration and Growth Minimum Qualifications: Bachelor's Degree 10 years leadership experience (12 years preferred) in scaling or transforming services, including experience managing managers and growing teams through periods of rapid change, experience in B2B and/or B2C environments (preferably both) 5 years of management experience Preferred Qualifications: Master's degree Experience leading or partnering on CRM or service-platform implementations at scale Experience managing budgets and cost-to-serve models Demonstrated success scaling inside-led services, consultative sales/support organizations, customer experience teams, or multi-client service operations. Leadership & Skills Strategic thinker with a proven ability to drive results and lead complex projects from conception to completion. Strong leadership and interpersonal skills, with a track record of building and maintaining business relationships across all levels of an organization. Exceptional decision-making, prioritization, and organizational skills. Adaptability to thrive in a fast-paced, dynamic environment. Data-driven mindset with experience analyzing performance metrics to inform strategy and operations. Technical Proficiency Experience leveraging CRM platforms (e.g., Microsoft D365 or Salesforce) and service tools to support scale, visibility, and performance management. Familiarity with technologies that enable customer experience, workflow automation, and operational efficiency. Compensation: The annual salary for this position is between $123,000-$155,000. 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 a 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 Life at Bright Horizons: At Bright Horizons, you're more than your job title you're the difference. Whether you're nurturing a child's first steps or supporting the systems behind the scenes, your work creates real impact. We're a community that celebrates individuality, invests in your growth, and supports your whole self. Because when you thrive, so do the children, families, and clients we serve. Join us and help build a brighter future for yourself and for others. Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA). If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.