Service Excellence Program Leader

Why Brightside:  

The mission is clear. To improve the financial health of working families in America. Brightside is an employee benefit with a brand-new approach to personal finance. We offer unique solutions for employees & their families who need help with anything related to their finances and the emotions and behaviors that can impact them. We take a holistic view to provide unbiased and confidential assistance through an unmatched blend of products, technology and true human care. Our goal is to make it easier for our clients to understand their options to obtain long-term financial health and gain peace of mind when it comes to financial matters.

A bit about this role: 

Each role within Brightside exists to serve our clients.  This role serves our clients by developing and monitoring organizational solutions to delight our clients. You’ll have the ability to think strategically and act tactically.  You’ll need and want a thorough understanding of our service and financial models to drive specific objectives and priorities that will drive the most value. You will partner across the organization with groups such as customer success, capacity and forecasting, sales, technology, and marketing to secure alignment and drive quality in each interaction. 

• Develop and execute client-centric business processes to improve overall client situations with Brightside.
• Remove friction across all touchpoints to ensure seamless client experiences.
• Develop solutions to engage and retain clients on their journey to financial health.
• Drive a “Client First” culture by ensuring high-quality, trust-based interactions.
• Oversee the design and implementation of efficient operational workflows.
• Integrate product and technology changes into operational processes.
• Continuously assess and refine general operational procedures for improvement.
• Establish and monitor process adherence metrics to ensure operational excellence.
• Analyze data to identify areas for improvement and implement continuous enhancements.
• Develop and execute change management strategies for product releases and updates.
• Communicate effectively with the operations team about changes and ensure smooth integration.
• Provide training and support to ensure high adoption rates of new processes.

• 10+ years in designing client-centric solutions and processes.
• Experience in integrating behavioral science into solutions.
• Skilled in cross-functional process design and quality improvement.
• Expertise in implementing KPIs and diagnostics for continual improvement.
• Proven ability to influence clients and deliver exceptional service experiences.
• Strong team leadership and people development skills.
• Experience driving transformational change within organizations.
• Ability to execute tasks with urgency and maintain a positive attitude.
• Excellent written and oral communication skills.
• High intellectual curiosity and strong analytical skills for actionable business decisions.

Employee Benefits at Brightside: 

At Brightside you'll find a remote, safe, fun & inclusive work environment.

We have a competitive benefit plan including medical, dental, vision, short/long term disability, life insurance, commuter options and a 401(k) plan.

We also offer a generous Time Off allotment including Paid Time Off / Wellness Days / Sick Time / Days of Service & Company Holidays.

Equal Employment Opportunity Commission: 

Brightside is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.