Senior Manager, Customer Success Programs & Operations

Who You Are

We are seeking a Senior Manager, Customer Success Programs & Operations to help scale and operationalize customer experience initiatives across the organization.

This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption.

The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.

What You'll Do

• Lead cross-functional programs from planning through implementation and adoption
• Build stakeholder alignment across departments and leadership levels
• Drive accountability, follow-up, and execution across multiple initiatives simultaneously
• Develop governance structures, workflows, SOPs, and operating procedures
• Create communication, training, and adoption plans for new initiatives
• Identify risks, dependencies, and implementation challenges before they impact progress
• Partner with business leaders to translate customer insights into operational improvements
• Support reporting, measurement, and continuous improvement efforts
• Recommend and implement process improvements that improve the customer experience

What Will Make Someone Successful

• Exceptional relationship-building and communication skills
• Ability to influence stakeholders without direct authority
• Strong business judgment and problem-solving skills
• Comfortable operating in a fast-paced, evolving environment
• Ability to anticipate needs, identify opportunities, and develop solutions independently
• Strong organizational and project management capabilities, systems-thinker
• Experience leading change and driving adoption of new processes or initiatives
• Ability to balance strategic thinking with hands-on execution
• Demonstrated interest in using emerging tech to solve business problems

What You'll Need

• 7+ years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related field
• Proven experience leading complex cross-functional initiatives
• Demonstrated success building stakeholder alignment and driving organizational change
• Strong written, verbal, and presentation skills
• Experience developing operational processes, governance models, and documentation
• Strong project and program management experience
• Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.